Context

You've made a payment for your subscription, but your account still shows as inactive or on the free plan. This can happen for several reasons related to how our billing system works and payment processing.

Answer

There are several common reasons why your subscription might not be active after payment:

1. Payment went toward an outstanding invoice

The most common reason is that your payment went toward clearing a failed invoice from a previous billing period rather than creating a new subscription. When invoices fail for more than a week, subscriptions are automatically canceled, but the outstanding balance remains.

To check if this is the case:

1. Go to https://sync.so/billing/subscription

2. Click "Manage Billing" in the top right

3. Look for any failed or overdue invoices on the Stripe page

If you find a failed invoice, you'll need to resubscribe to get an active subscription again.

2. Payment failed due to insufficient funds

Even if you think the payment went through, it may have actually failed due to insufficient funds or your bank declining the transaction. Check your bank statement to confirm the payment was successful.

3. Browser cache issues

Sometimes clearing your browser cache can resolve display issues where your subscription appears inactive even though it's actually active.

Getting Help

In rare occasions the issue is with our system not fully initializing your subscription. If this is the case, or if none of these solutions work, contact our support team with:

• Your account email address

• Payment receipt or screenshot

• Description of the issue you're experiencing

Our team can manually check your account status and resolve any billing discrepancies, including adding account credits or reactivating subscriptions when appropriate.