Billing issues
Fix failed payments, paused AI, VAT number problems and other billing issues.
Payment failed
A red banner says Update payment method. You keep full service for 7 days while Stripe retries the payment. Update the card in the billing portal (Billing → Manage payment); the invoice is retried and the plan restored as soon as it is paid. After 7 days, managed AI stops and the account uses Free limits; after 14 days the subscription is cancelled.
The assistant stopped answering
When managed AI is paused, shoppers see a contact form or a handoff instead of answers. Causes:
| Cause | Fix |
|---|---|
| Free cap reached | Upgrade, or wait for the next month |
| Overage budget reached with Pause AI | Raise the budget under Billing → Overage budget; it applies at once |
| Trial cap reached | Start the paid plan, or use your own AI key until the trial ends |
| Trial ended without a payment method | Add a payment method, or continue on Free with your own key |
| Shopify bill unpaid (subscription frozen) | Pay the bill in Shopify admin |
VAT number could not be verified
Correct the VAT number in the billing portal within 7 days, otherwise it is removed and VAT is charged. See invoices and VAT.
Currency is locked
The currency cannot change after your first subscription or invoice. Contact support if you need to change it.
Can't change plan
- "Billed by Shopify": Shopify App Store installs change plans on Shopify's pricing page.
- "Payment past due": pay the open invoice first, or downgrade or cancel.
- Enterprise: contact your COEC contact.
Wrong charge
Contact support with the invoice number (SA-…). Refunds are handled by COEC.
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