# Resolve a payment or cancellation problem

If a payment fails, your project won't activate, or you can't cancel, you'll find the next step for the message on your billing screen.

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 **Settings**, then **Billing**. For legacy account billing, open **Your profile**, then **Billing & Invoices** instead.
2. Click **Manage Billing**, or **Add Payment Method** if the project has no plan or card yet.
3. Update the payment details in the secure portal.
4. Return to RightMessage and check the billing state.

![Billing and Invoices in the read-only demo, with Manage Billing highlighted](https://rightmessage.com/help/screens/account-billing.light.webp)

A saved card does not create a subscription or enable renewal for a non-renewing trial.

## My trial ended even though a card is saved

Open **Enable paid renewal** and review the selected plan, amount, charge timing, and recurring cadence. A fixed trial ends without renewing unless you explicitly authorize paid renewal.

The consent checkbox is required. If payment is due immediately, the action says **Pay now and activate this project**. This doesn't begin another trial. See [project billing states](https://rightmessage.com/help/project-billing-reference).

## Activation failed after I confirmed a plan

1. Open **Resume activation**.
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 the subscription state on the RightMessage billing page. To cancel an eligible subscription, follow [how to cancel](https://rightmessage.com/help/how-to-cancel-your-account) and check the portal confirmation.

The dedicated button 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.

Use **Manage Billing** to find invoices when the full portal is available. If it opens only a payment-method update screen, ask support for the invoice instead.

Send [billing support](mailto:support@rightmessage.com) 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.