Subscribing to a plan creates a service relationship that is different from a contribution to a campaign. To resolve a charge, first identify whether it corresponds to the plan or to a recurring donation.
View your plan and charges
Go to plan management and check the active service, billing cycle, and next indicated date. Check whether there is a canceled renewal, a scheduled change, or a payment that needs attention.
To view invoices, open the Billing section available in your account. Use the download option or link shown for the transaction. If you can’t find the invoice, identify the charge and ask for help; do not use a donation certificate as a substitute.
Review details
- Check the name or legal entity name and the billing details requested during signup.
- Update your details using the available option before making any new transactions.
- Review the information that appears on each downloaded invoice.
- If a previous invoice contains an error, request a review with the specific reference number.
Updating your profile does not mean an already issued invoice has been corrected. Do not post tax details in public messages or send unnecessary documentation.
Change payment method
Use the plan payment management option when it appears. Complete the provider’s process and check the result again in your subscription.
Saving a card to your account does not necessarily update all subscriptions and services. Check the specific plan after updating it. If a charge fails, review the notices and contact support if you cannot resolve it from the dashboard.
Request a review
Indicate the project, the invoice or charge reference, the date, and what you need corrected. Do not send your full card number, bank codes, or passwords. An invoice review, the return of a charge, and canceling a renewal are separate requests.