If you have trouble with payment, subscription activation, plan changes, or duplicate charges, check the tips below.
If the payment was completed, but you don’t have access
✔ Check your subscription status
Open the Billing tab in your Planyway account and check:
Whether your subscription is active.
Which plan is currently applied.
Sometimes the payment is completed, but the subscription may not appear immediately due to processing delays.
✔ Check your email and account
Make sure you are logged in to the same Planyway account that was used for the purchase.
Also check that you are using the correct email address. In some cases, the subscription may be linked to another account.
✔ Check the payment confirmation
All payments are processed via Paddle. Check whether the payment was successful and whether you received a confirmation email or receipt. The email may also be in your Spam folder.
If the payment was not completed, the subscription will not be activated.
✔ Wait for activation
After payment, it may take a few minutes for the subscription to become active.
If access does not appear immediately:
Wait a few minutes.
Refresh the page.
Check the Billing tab again.
If you can’t purchase a subscription
If you see an error during payment, try the following steps:
Check your card or PayPal details.
Make sure there are sufficient funds.
Try another payment method.
Clear your browser cache.
Try another browser, device, or Wi-Fi connection.
Disconnect VPN if you are using one.
Make sure pop-up blockers are turned off.
Check your firewall settings and make sure Paddle is not being blocked.
After trying these steps, try completing the payment again.
If the issue continues, contact support and include a screenshot of the error message.
If you can’t change your plan
If you cannot switch to another plan, check whether your current subscription is active.
Plan changes may not be available for canceled subscriptions. You can purchase a new plan only after the current billing period ends. If you need to resolve this sooner, please contact support.
If you see duplicate or unexpected charges
If you notice duplicate charges or an unexpected payment:
Check your payment history.
Make sure the charges are not related to different subscriptions.
Check whether another Planyway account was used for the purchase.
If the charge looks incorrect, contact support.
Still having trouble?
If the issue is not resolved, contact support and include:
Your Planyway account email.
Payment confirmation or receipt.
Date of payment.
Payment method.
Screenshot of the error message, if any.
A short description of the issue.