Billing and checkout issues

Billing problems usually fall into one of four buckets. Walk the symptom you are seeing and follow the recovery for that case.

Card declined at checkout

If checkout returns a card error, the decline is coming from your bank, not Wysestats. A few things to try:

• Try another card. Most declines clear with a second card from a different network or a different bank.
• Check your 3-D Secure prompt. Some banks send a confirmation push or text and decline silently if you do not approve it within the window. Check your banking app and try checkout again.
• Confirm billing details match. If the postcode or country on the card does not match the billing address you typed in, some banks decline. Make sure they match.

If two cards from two banks both decline with the same message, the issue is likely with the billing email or country selection rather than the card. Contact support with the message text.

Cannot find an invoice

Invoices live in the billing portal, not in the main app. To open them:

1. Go to Account → Billing.
2. Click Manage billing. This opens the billing portal in a new tab.
3. Open the Invoices section in the portal. Every paid invoice is listed there with a download link.

If the portal opens but the invoice list is empty, check the email address shown at the top of the portal. If it is not the address that paid, you opened the portal under a different identity — sign out and sign back in with the correct email.

Billing portal errors

If the portal fails to load or shows an error page:

1. Refresh the tab once.
2. Try again from a private window.
3. If it still fails, contact support with the email used and the time of the attempt.

Do not retry checkout until the portal is reachable — that can create a duplicate subscription that support has to clean up afterward.

Downgrade refused

If you try to move from a higher plan to a lower one and the system refuses, the cause is almost always usage that exceeds the lower plan's limits.

The downgrade gate looks at things like number of connected Instagram accounts, number of tracked competitors in your watchlists, and number of saved reports. If any of those are above the lower plan's ceiling, the downgrade is refused with a message naming the limit.

Fix: trim the over-limit resource first, then retry the downgrade.

• Too many tracked competitors for Solo? Open your watchlists and remove competitors until you are below the Solo limit, then downgrade.
• Too many connected Instagram accounts? Disconnect the ones you no longer need, then downgrade.
• Too many saved reports for the lower plan? Archive or delete the ones you no longer need, then downgrade.

For the full list of limits per plan, see Billing settings.

Related pages

• Billing settings
• Change or cancel your plan