Billing troubleshooting

Paid but credits or tier not updated

Wait 1–2 minutes—Stripe webhooks can lag slightly.
Open Hub → Pricing with ?transaction=success if you just returned from checkout (forces refresh in some layouts).
Confirm you purchased while the intended organization was active.
Check Stripe receipt email for success.

Subscription status

Use Manage billing / customer portal from Pricing or Settings when available. Cancellations and payment method updates happen in Stripe’s portal (web) or the App Store (iOS), depending on where you subscribed.

Ask Ration can report live subscription tier, renewal or end date, and credit balance via get_billing_summary. For changes (cancel, update payment method), it directs you to Manage billing in Settings or the App Store — it does not mutate billing in chat. If chat and the app disagree, the app wins—refresh Settings or Pricing and update support docs if needed.

Wrong amount charged

Compare Stripe receipt line items to Pricing in-app. For disputes, use Stripe or your card issuer per their policies; Ration support can explain product mapping but cannot override processor decisions.

Tax or currency

Checkout shows final currency and tax as configured in Stripe. If something looks off, screenshot the checkout summary (redact card) for support.

What to send support

Email on the account
Approximate time of purchase
Organization name
Whether you used checkout vs portal
Never send full card numbers, CVC, or API keys

Welcome code issues

See Welcome credits. New human accounts receive 12 credits automatically.

If Pricing shows a different bundle than you remember, Pricing is authoritative.