Billing troubleshooting
Fixes for plans, cards and Basic's limits, as symptom, cause and fix.
Updated Oct 23, 20264 min read
- billing
- troubleshooting
- faq
Each entry starts with what you see, then why it happens and what to do.
I can't find the Upgrade button
- Cause: only the studio's owner can upgrade. Other people see "Ask the studio's owner to upgrade" on the sidebar card, and "Only the studio's owner can change the plan." in Settings → Billing.
- Fix: ask the owner to upgrade from Settings → Billing.
Billing says "This studio already has a plan. Manage it from Billing."
- Cause: the studio is already subscribed, so a second plan can't start.
- Fix: change the plan you have instead. Switch to Quarterly or Switch to Monthly is on your plan in Settings → Billing.
I upgraded, but Billing still shows Basic
- Cause: Stripe confirms a new plan a moment after the payment. Until then, Billing can still show Basic.
- Fix: wait a few seconds and reload the page. If it still shows Basic after a few minutes, write to support@plya.app.
Billing says "You can switch plans once your free trial ends."
- Cause: your studio is on a free trial of Studio. The billing period can change only after the trial.
- Fix: wait for the first charge date shown on your plan in Settings → Billing, then click Switch to Quarterly or Switch to Monthly. To stop before the first charge, click Cancel plan. See free trials.
I started Studio, but my card wasn't charged
- Cause: you signed up from a link with a free trial. Start free trial saves your card and charges $0 today.
- Fix: nothing to fix. Your plan in Settings → Billing shows "Free until" and the first charge date. Stripe charges the card that day.
"Your last payment didn't go through"
- Cause: your card was declined or has expired. Stripe retries the payment, and your studio stays editable in the meantime.
- Fix: click Update card in the banner, or Manage billing in Settings → Billing, and add a working card.
"Paused after a missed payment"
- Cause: every retry failed, so the plan stopped and the studio went back to Basic. Everything is kept. Plya's fee on invoice payments applies again, and an area with more records than Basic includes pauses creating and editing until you archive down.
- Fix: click Manage billing and update your card. The plan picks up again once a payment goes through. Checkout won't start a second plan for a paused one.
The plan dialog opened when I clicked New project, New note or New contact
- Cause: your studio is on Basic and has reached that limit: 3 projects, 10 notes or 50 contacts. Nothing you've made is locked.
- Fix: upgrade to Studio in the dialog to take the limits off, or click Not now and archive or delete a record you don't need to free its place. Archived records don't count, and restoring one takes a place. See what the Basic plan includes.
A prompt says "Over the Basic projects limit" (or notes, or contacts)
- Cause: your studio is on Basic and has more records in that area than Basic includes, for example after a Studio plan ended. You can still view, search and export everything there. Creating and editing in that area pause. Other areas aren't affected.
- Fix: click Archive down and archive or delete records until the count reaches the limit, and the area works again at once. Or click Upgrade to Studio to take the limit off.
Plya took a fee when my client paid an invoice
- Cause: your studio was on Basic when the client paid. On Basic, Plya keeps 2% of each invoice payment made online, and Studio has none. The plan when the payment is made sets the fee.
- Fix: nothing to fix. The paid invoice shows the breakdown in Finance. Studio has no Plya fee. See what a client payment looks like.
Ash says I've used this month's credits
- Cause: Basic includes 20 Ash credits a month, and they're used.
- Fix: wait for the date Ash names, or upgrade to Studio for 500 credits a month. Settings → Billing shows the credits as the last line of the Basic plan card, with when they come back and an Upgrade button once they're used.
Apple Pay or Google Pay doesn't appear at checkout
- Cause: they only show on devices and browsers that support them, with a card already saved in the wallet.
- Fix: use Safari with Apple Pay set up, or Chrome with Google Pay, or enter your card directly.
I want a receipt for my subscription
- Fix: open Settings → Billing → Manage billing. Every payment is in the invoice history, ready to download.
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