A workspace that has never paid also shows the Free plan card. That is correct, not an error – it has not expired anything, it has no subscription at all.
Checkout will not open
Symptom: you click Upgrade to Pro and see “We couldn’t open checkout. Try again in a moment.”1
Wait for the button to enable
The button stays greyed out for a moment while checkout loads. That is deliberate – it stops a click creating a payment that no window can display.
2
Reload the page
Then click Upgrade to Pro again.
3
Check for a blocker
An ad blocker, a strict privacy extension or a corporate proxy can stop the checkout window loading. Try a different browser or an incognito window.
4
Confirm you can act
If you see “Only workspace owners and admins can start a subscription”, you do not hold
billing.manage. Ask an owner or admin.I paid, but the plan has not changed
Symptom: the billing page shows Confirming your subscription with a spinner. This is normal for a few seconds. The page updates by itself – you do not need to reload. TimeTracker only unlocks Pro when the payment is confirmed by our payment provider, never when the checkout window closes. That is what stops a half-finished payment from unlocking features.1
Give it a few seconds
The card says “This page updates by itself, usually within a few seconds.”
2
Reload after a minute
If it is still confirming after a minute, reload the page.
3
Check your receipt
Look for a receipt email at the workspace owner’s address, or open the billing portal from Manage billing.
4
Contact support
If money left your account and the plan is still not active after 15 minutes, email [email protected] with the date and amount.
The billing page says a checkout is pending, but I never paid
If you opened checkout and closed it without paying, the pending state clears by itself. Nothing was charged.My payment failed
Symptom: a red banner reading “Payment didn’t go through.”1
Do not panic
You keep every Pro feature through the grace window – 7 days after the end of the billing period by default. Nothing changes before then.
2
Open the billing portal
Click Manage billing on the banner or the plan card.
3
Replace the card
Enter a new payment method.
4
Wait for the retry
Once the retry succeeds the status returns to
active and the banner clears itself.A feature is still locked after upgrading
1
Confirm the status is active
Settings → Plan & billing. If it still says Confirming, the payment is not confirmed yet.
2
Reload the app
A full reload picks up the new plan everywhere.
3
Check whether it is an app, not a plan
A feature that disappeared from the sidebar entirely is a switched-off app, not a plan gate. Check Settings → Apps. A plan gate keeps the page in the sidebar and shows a blurred paywall.
4
Check your capability
Being on Pro does not grant you a permission. If you lack
invoice.manage, invoicing stays out of reach on any plan. See Roles and capabilities.I cannot invite a 4th person
That is the Free seat limit, not a permission problem. The message names your real numbers:The Free plan includes 3 people, and this workspace already has 3 (2 people plus 1 pending invite). Upgrade to Pro to add more.Free a seat by revoking a pending invitation or removing a member, or upgrade. See Seats.
The price on the page is not what I was charged
The figure on the plan card is the amount before tax. VAT or GST is added at checkout where it applies, so the checkout total is higher. The checkout screen always shows the exact total before you pay.”Pricing is unavailable right now”
The app asks our payment provider for a live price. When that call fails, the page says so rather than showing a number that might be wrong. You can still continue – the exact amount is confirmed at checkout.My seat count looks wrong
Seats count everyone with access:- every active member, of every role
- every client-portal contact
- every open invitation that has not expired
I cannot see the billing page at all
Plan & billing appears in the settings menu only for people withbilling.manage – owners and admins by default. If it is missing, ask an owner or admin, or have them grant billing.manage to a custom role.
Example
Tom at Northwind reports that invoicing is locked, two days after Maya upgraded.- Tom opens Settings → Plan & billing. The status pill says
active, so the plan is fine. - Invoices is still in his sidebar, so the app is on.
- The page shows a blurred outline and a locked card – but the card names Invoicing, and the plan already includes it.
- Tom reloads the app. The paywall is gone. His session was still holding the old plan.
Permissions
Most billing problems come down to who is allowed to act.
A plan and a permission are different things. Upgrading to Pro never grants you a capability, and holding a capability never lifts a plan gate. Both have to pass.
When to contact support
Email [email protected] if:- money left your account and the plan is still not active after 15 minutes
- a receipt is missing from the billing portal
- the status pill does not match what the billing portal shows
Common questions
Was I charged when checkout failed to open?
Was I charged when checkout failed to open?
No. A payment only happens inside the checkout window.
Can I pay twice by accident?
Can I pay twice by accident?
A workspace holds one subscription. If a second checkout is opened, it still ends up with one plan.
Why does the app not unlock the moment I pay?
Why does the app not unlock the moment I pay?
TimeTracker waits for the payment provider to confirm. That takes a few seconds and is what makes the unlock trustworthy.
I upgraded but my colleague still sees the paywall.
I upgraded but my colleague still sees the paywall.
Ask them to reload the app. The plan applies to the whole workspace at once.
Related guides
Start a subscription
The upgrade flow, step by step.
When a plan lapses
Failed payments and grace windows.
Payment methods and receipts
Update a card, find a receipt.
Seats
Seat-limit messages explained.
I cannot see a feature
App switch, plan gate or permission.
Contact support
What to include when you write in.