Resolve a payment or cancellation problem

You can use the message on your billing screen to find the right fix, whether you need to update a card, finish activation, pay an invoice, or cancel.

Only the project owner or an authorized billing manager can change billing. If you don't have that access, ask the owner to follow the steps below.

I need to update my card

Select the intended project, then update your card in the billing portal:

1. For per-project billing, open Project settings (the gear at the bottom of the sidebar), then Plan & billing. For legacy account billing, open Your account (the avatar at the bottom of the sidebar), then Billing instead.
2. Choose Manage billing next to Payment method, or Add payment method if the project has no plan or card yet. The portal opens in a new tab.
3. Update the payment details in the secure portal.
4. Return to RightMessage and check the billing state.

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Plan section of Plan & billing in the read-only demo, with Manage billing highlightedOriginalOriginal

A saved card does not create a subscription or confirm a plan for a non-renewing trial.

My trial ended even though a card is saved

A no-card trial ends unless you confirm the plan you'll pay for. Saving a card doesn't do that on its own. Choose Confirm your plan on the dashboard's Your trial ended on date card or in the sidebar, or Enable paid renewal on the billing page.

The dialog is titled Pick up where you left off. Review the plan, amount, and monthly or annual billing, check the authorization box, and choose Pay amount and continue. You're charged today, no new trial starts, and publishing is back on once it goes through. See project billing states.

Something stopped showing on my site after my plan changed

When a trial ends on a plan below Pro, or you downgrade or cancel, features the new plan doesn't include come off your live site automatically: campaigns, conversion goals, and audiences on hosted pages without Scale, and running campaign and page A/B tests without Pro. Hosted pages themselves stay live on every plan. They stay in your draft. Upgrade, then publish to put them back. A failed payment doesn't remove anything. See what happens to live features when your plan drops.

Activation failed after I confirmed a plan

1. Choose Resume activation on the billing page.
2. Use Pay existing invoice securely when it is offered.
3. Complete the payment or bank authentication in the secure payment page.
4. Return and click Retry confirmed activation to check whether activation completed.

The confirmed plan remains attached to that activation. Don't create another subscription to retry the same payment.

If the invoice URL is unavailable, use the offered retry to retrieve it or contact billing support. Retry billing details reloads billing choices. It doesn't confirm that a payment succeeded.

The screen says Your payment needs attention

Use Continue to payment and resolve the outstanding invoice. This message refers to an existing subscription, so don't start an ordinary new-plan checkout.

If you're not the owner, ask the project owner to resolve it. You can switch to another accessible project when the blocking screen offers the project selector.

If the invoice is paid but the project remains blocked, send support the invoice identifier and exact remaining message. Payment completion and restored access are separate things to check.

Cancel plan is missing or cancellation fails

Read Current plan on the RightMessage billing page. To cancel an eligible subscription, follow how to cancel and check the portal confirmation.

The Cancel plan row isn't shown for a non-renewing trial, a subscription already ending, a canceled subscription, or an expired incomplete subscription. Manage billing may open only a payment-method update screen, particularly when your account has a fixed non-renewing trial.

If the control fails, contact support with the project, subscription scope, exact error, and attempted cancellation time. Deleting the project or removing the snippet doesn't cancel billing.

An invoice or charge doesn't match my agreement

Compare the invoice with the correct project, plan, billing cadence, and agreed offer. Annual billing shows a monthly equivalent but charges the yearly total. Legacy account billing can cover more than one project.

Your invoices are listed under Invoices on the billing page, with Download on each. If one you expect isn't there, ask support for it.

Send billing support the invoice identifier, charge date and amount, expected terms, and relevant agreement. For a suspected duplicate charge, include both invoice identifiers if available.

Don't send full card details. A support ticket doesn't itself confirm a refund, cancellation, or correction. Keep the billing confirmation for your records.