# Billing issues

> Fix failed payments, paused AI, VAT number problems and other billing issues.

Source: https://shopassist.coec.dk/docs/troubleshooting/billing-issues · Updated 2026-10-01

## Payment failed [#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 [#ai-paused]

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 [#vat]

Correct the VAT number in the billing portal within 7 days, otherwise it is removed and VAT is charged. See [invoices and VAT](/docs/billing/invoices-and-vat#vat-verification).

## Currency is locked [#currency]

The currency cannot change after your first subscription or invoice. Contact support if you need to change it.

## Can't change plan [#plan-change]

* **"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 [#wrong-charge]

Contact support with the invoice number (`SA-…`). Refunds are handled by COEC.