What to do when a plan upgrade fails or doesn't go through

Last updated: March 31, 2026

"Payment failed" during upgrade

  • Your card may have been declined. Try a different payment method.

  • Some banks flag unfamiliar international charges — contact your bank to authorize the transaction from "SYNCHRONICITY LABS".

  • Make sure your card isn't expired. Check the expiration date in your Billing settings.

Upgrade seems to go through but plan doesn't change

  1. Log out and log back in to refresh your session

  2. Check Billing in the left sidebar — confirm the new plan is showing

  3. If you were charged but the plan didn't update, don't try again — contact us and we'll fix it

"Unable to process payments" error

This can happen with certain card types or regions. See: Why am I seeing "Unable to process payments"?

Try using a different card or payment method.

Stuck on your current plan after upgrading

If your billing page shows the new plan but features haven't unlocked:

  1. Hard refresh your browser (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac)

  2. Log out and back in

  3. If using the API, generate a new API key after upgrading

Still not working?

Contact our support team with:

  • The plan you're trying to upgrade to

  • Any error message you're seeing

  • Whether your card was charged

We'll get it sorted out quickly.