Categories

Payment and Billing Issues

Quick Summary

Having payment or billing issues? This guide covers payment declined errors, invoice questions, refund policies, billing disputes, and how to update payment methods.

What You'll Learn

  • Resolving payment declined issues
  • Understanding your invoices
  • Refund policy and procedures
  • Handling billing disputes
  • Updating payment methods
  • Managing subscription billing

Payment Declined

Common Reasons for Declined Payments

Card Issues:

  • Insufficient funds
  • Card expired
  • Incorrect card details
  • Card not activated
  • Daily spending limit reached
  • Card reported lost/stolen

Bank Issues:

  • Bank fraud protection triggered
  • International transaction blocked
  • Bank requires authorization
  • Account frozen or restricted

Technical Issues:

  • Billing address mismatch
  • CVV code incorrect
  • ZIP code doesn't match
  • Payment processor error

How to Fix Declined Payment

Step 1: Check Email

  • Look for payment failure notification
  • Note the specific error message
  • Check spam folder

Step 2: Verify Card Details

  1. Go to accounts.thrivepix.com
  2. Log in with your email
  3. Go to payment methods
  4. Check card number (last 4 digits)
  5. Verify expiration date
  6. Check billing address
  7. Ensure ZIP code matches card

Step 3: Contact Your Bank

  • Call bank customer service
  • Ask why payment was declined
  • Authorize the transaction
  • Request they allow future charges
  • Verify card is active

Step 4: Update Payment Method

  1. Go to accounts.thrivepix.com
  2. Click "Update Payment Method"
  3. Enter new card details
  4. Or use different card
  5. Click "Save"
  6. Retry payment

Step 5: Retry Payment

  • After fixing issue, retry payment
  • Click "Retry Payment" button
  • Or wait for automatic retry
  • Check email for confirmation

Preventing Future Declines

Keep Card Updated:

  • Update before expiration
  • Update if card replaced
  • Verify billing address current
  • Ensure sufficient funds

Notify Bank:

  • Tell bank about recurring charge
  • Whitelist Thrivepix charges
  • Authorize international if needed

Use Backup Payment:

  • Add backup payment method
  • Automatically used if primary fails
  • Prevents service interruption

Understanding Your Invoice

Accessing Invoices

  1. Go to accounts.thrivepix.com
  2. Log in with your email
  3. Click "Billing History" or "Invoices"
  4. See list of all invoices
  5. Click to view or download
  6. Download as PDF

Invoice Details

What's On Your Invoice:

  • Invoice number
  • Invoice date
  • Billing period
  • Plan name
  • Amount charged
  • Payment method (last 4 digits)
  • Billing address
  • Company information

Subscription Charges

Monthly Subscriptions:

  • Charged on same day each month
  • Based on signup date
  • Example: Signed up Jan 15 = charged 15th monthly
  • Prorated if plan changed mid-cycle

Annual Subscriptions:

  • Charged once per year
  • On anniversary of signup
  • Usually discounted vs monthly
  • Renewal reminder sent 7 days before

Prorated Charges

When You'll See Prorated Charges:

  • Upgrading plan mid-cycle
  • Downgrading plan mid-cycle
  • Adding services mid-cycle

How Proration Works:

  • Credit for unused time on old plan
  • Charge for remaining time on new plan
  • Net difference charged immediately
  • Next full charge on next billing date

Incorrect Invoice

Common Invoice Issues

Wrong Amount:

  • Check if prorated charge
  • Verify plan pricing
  • Check for plan changes
  • Look for add-ons

Wrong Plan:

  • Verify current plan
  • Check if recently changed
  • Review plan change history

Duplicate Charge:

  • Check if two separate subscriptions
  • Verify charge dates
  • Check bank statement

Wrong Billing Info:

  • Company name incorrect
  • Address wrong
  • Tax ID missing or wrong

Disputing an Invoice

  1. Email support@thrivepix.com
  2. Subject: "Invoice Dispute - [Invoice Number]"
  3. Include invoice number
  4. Explain the issue
  5. Attach invoice if helpful
  6. Provide correct information
  7. Support reviews within 24-48 hours
  8. Correction or explanation provided
  9. Refund issued if error confirmed

Updating Billing Information

To Update Company Name/Address:

  1. Go to accounts.thrivepix.com
  2. Click "Update Info" or "Billing Info"
  3. Update company name
  4. Update billing address
  5. Add tax ID if needed
  6. Click "Save"
  7. Future invoices use new info

Note: Past invoices cannot be changed. Request corrected invoice from support if needed for accounting.

Refund Policy

Refund Eligibility

Refunds Available For:

  • Billing errors
  • Duplicate charges
  • Service not provided
  • Technical issues preventing use
  • Cancellation within first 14 days (if applicable)

Refunds Not Available For:

  • Change of mind after 14 days
  • Unused time on subscription
  • Work already completed
  • Dissatisfaction with completed work (revisions available instead)

Requesting a Refund

  1. Email support@thrivepix.com
  2. Subject: "Refund Request - [Invoice Number]"
  3. Include invoice number
  4. Explain reason for refund
  5. Provide any supporting details
  6. Support reviews request
  7. Decision within 3-5 business days
  8. If approved, refund processed
  9. Refund appears in 5-10 business days

Refund Processing

Timeline:

  • Approval: 3-5 business days
  • Processing: 1-2 business days
  • Bank posting: 5-10 business days
  • Total: Up to 2 weeks

Refund Method:

  • Refunded to original payment method
  • Same card used for payment
  • Cannot refund to different card

Billing Disputes

Types of Disputes

Charge Disputes:

  • Unrecognized charge
  • Amount incorrect
  • Charged after cancellation
  • Duplicate charge

Service Disputes:

  • Service not received
  • Quality issues
  • Terms not met

Resolving Disputes

Step 1: Contact Thrivepix First

  • Email support@thrivepix.com
  • Explain the issue
  • Provide invoice number
  • Give us chance to resolve
  • Usually resolved quickly

Step 2: Provide Documentation

  • Invoice or receipt
  • Bank statement
  • Screenshots if helpful
  • Communication history

Step 3: Wait for Resolution

  • Support investigates
  • Reviews account history
  • Checks payment records
  • Responds within 24-48 hours
  • Provides explanation or resolution

Chargeback Warning

Before Filing Chargeback:

  • Contact us first
  • Give us chance to resolve
  • Most issues resolved quickly
  • Chargebacks hurt both parties

If You File Chargeback:

  • Account may be suspended
  • Access removed during investigation
  • Chargeback fees may apply
  • Relationship damaged

Better Approach:

  • Email support@thrivepix.com
  • Explain issue clearly
  • We'll work to resolve
  • Refund if appropriate
  • Maintains good relationship

Updating Payment Method

When to Update

Update Payment If:

  • Card expiring soon
  • Card lost or stolen
  • Card replaced by bank
  • Want to use different card
  • Billing address changed

How to Update Payment

  1. Go to accounts.thrivepix.com
  2. Log in with your email
  3. Click "Payment Methods"
  4. Click "Update Payment Method"
  5. Enter new card number
  6. Enter expiration date
  7. Enter CVV code
  8. Enter billing ZIP code
  9. Click "Save" or "Update"
  10. Confirmation message appears
  11. New card used for next charge

Adding Backup Payment

  1. Go to accounts.thrivepix.com
  2. Click "Payment Methods"
  3. Click "Add Payment Method"
  4. Enter card details
  5. Save as backup
  6. Used if primary fails

Removing Old Payment

  1. Go to accounts.thrivepix.com
  2. Click "Payment Methods"
  3. Find old card
  4. Click "Remove" or trash icon
  5. Confirm removal
  6. Card deleted

Note: Must have at least one payment method for active subscription.

Subscription Billing

Billing Cycle

When You're Charged:

  • Monthly: Same day each month
  • Annual: Same day each year
  • Based on signup date
  • Automatic renewal

Billing Notifications

You'll Receive Emails For:

  • Upcoming renewal (7 days before)
  • Payment successful
  • Payment failed
  • Invoice available
  • Plan changes

Changing Billing Cycle

Monthly to Annual:

  1. Go to accounts.thrivepix.com
  2. Click "Change Plan"
  3. Select annual billing
  4. See discounted price
  5. Confirm change
  6. Prorated charge applied
  7. Next charge in 1 year

Annual to Monthly:

  • Contact support@thrivepix.com
  • Request change to monthly
  • Takes effect at renewal
  • No refund for unused annual time

Tax and VAT

Sales Tax

US Customers:

  • Sales tax may apply
  • Based on billing address
  • Varies by state
  • Shown before payment
  • Included in invoice

VAT (European Customers)

VAT Charges:

  • VAT applied to EU customers
  • Rate based on country
  • Shown on invoice

VAT Exemption:

  • Businesses can claim exemption
  • Provide valid VAT number
  • Add in billing info
  • VAT removed if valid

Adding VAT Number:

  1. Go to accounts.thrivepix.com
  2. Click "Update Info"
  3. Enter VAT number
  4. Click "Validate"
  5. If valid, VAT removed
  6. Future invoices VAT-exempt

Common Questions

Q: When will I be charged?
A: On the same day each month/year based on your signup date.

Q: Can I get a refund for unused time?
A: Generally no, but contact support for special circumstances.

Q: Why was I charged twice?
A: Check if you have two subscriptions or if one is a prorated charge.

Q: Can I change my billing date?
A: Not directly, but contact support to discuss options.

Q: Do you accept PayPal?
A: Currently only credit/debit cards. PayPal may be added in future.

Q: Can I pay by invoice/wire transfer?
A: For annual plans over certain amount, contact support to arrange.

Q: What if my card expires?
A: Update payment method before expiration to avoid service interruption.

Q: Can I get a receipt?
A: Yes, invoice serves as receipt. Download from billing history.

Q: How do I cancel to stop billing?
A: Cancel subscription at accounts.thrivepix.com before next billing date.

Q: Will I be charged after cancellation?
A: No, if cancelled before renewal date. Access continues until end of paid period.

Need More Help?

Contact support@thrivepix.com for billing assistance