Having trouble logging in or seeing unexpected charges? Here's how to resolve the most common login and billing issues.
I can't log in
Forgotten password
Go to the login page and click Forgot password?. Enter your email address and you'll receive a reset link within a few minutes. Check your spam folder if it doesn't arrive.
Email not recognised
You may have signed up with a different email address, or used Sign in with Google. Try signing in with Google, or contact support with your name and we'll look up your account.
Account locked
After 5 failed login attempts, your account is temporarily locked for 30 minutes as a security measure. Wait 30 minutes, then try again — or reset your password to unlock immediately.
I'm being charged the wrong amount
Check your current plan under Settings → Billing. The amount shown is what you're being charged. If it differs from what you expect:
- Check whether you're on a monthly or annual billing cycle.
- Check whether a discount or promotional rate has expired.
- Check whether currency conversion is affecting the displayed amount.
If none of these explain the discrepancy, contact support with your account email and the incorrect charge amount.
My payment failed
Payment failures are usually caused by an expired card, insufficient funds, or a bank security block. To resolve:
- Go to Settings → Billing → Payment methods.
- Update your card details or add a new payment method.
- Click Retry payment.
If your payment fails 3 times in 7 days, your account will be downgraded to the Free plan automatically. Your data is preserved — upgrading again restores full access.
I didn't receive my invoice
Invoices are emailed to the billing email on your account after each charge. Check your spam folder first. You can also download all past invoices from Settings → Billing → Invoice history.
I was charged after cancelling
Cancellations take effect at the end of your current billing period. If you cancelled mid-month, you'll still be charged for the remainder of that month — but no further charges will occur. See cancel subscription for details.