> For the complete documentation index, see [llms.txt](https://docs.ideogram.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ideogram.ai/plans-and-billing/billing-and-subscriptions/troubleshooting-billing-issues.md).

# Troubleshooting Billing Issues

Charged after you cancelled, or a payment failed? Checks to work through, and what to send Ideogram support about a billing problem.

Start here if you were charged after you cancelled or your payment failed.

## "I cancelled, but I was still charged"

Work through these checks in order — the first one resolves most cases.

### 1. The subscription may be on a different account

Each sign-in method is a **separate Ideogram account**, even when it uses the same email address. Google, Apple, Microsoft, SSO and email-and-password sign-ins each have their own account and their own subscription. Support can't merge them. A common symptom is signing in and unexpectedly seeing a free plan — that usually means you're in a different account than the one you subscribed with.

1. Check which email address received the charge receipt — that's the account that holds the subscription.
2. Sign in with that email or sign-in method.
3. Click your avatar and select **Wallet & Billing**.
4. Confirm the subscription is there.
5. Cancel it. See [Cancelling Your Subscription](/plans-and-billing/billing-and-subscriptions/cancelling-your-subscription.md).

Ideogram doesn't offer refunds, including for a subscription you forgot on another account. Cancel it to stop future charges. If you have other billing issues, contact support.

### 2. The subscription may be billed by Apple

If you subscribed in the iOS app, cancelling on the website does nothing; Apple keeps billing you. Check your App Store subscriptions and cancel there. See [Subscriptions Through the iOS App](/plans-and-billing/billing-and-subscriptions/ios-app-subscriptions.md).

### 3. The cancellation may have been inside the 5-day window

Per the [Terms of Service](https://ideogram.ai/legal/tos), cancellations must be made at least **5 days before the renewal date**. If you cancelled closer to renewal than that, the charge for the new period may still have been processed. Contact <support@ideogram.ai> from your account's email address with the date you cancelled and the date of the charge.

### 4. The cancellation may not have completed

A completed cancellation shows in the billing portal as a **Cancels** badge on your subscription with the date your service ends. If your plan still shows as active with a next billing date, the cancellation didn't go through — cancel again following [Cancelling Your Subscription](/plans-and-billing/billing-and-subscriptions/cancelling-your-subscription.md).

## "My payment failed"

If a renewal charge fails (expired card, insufficient funds, or a decline):

1. Click your avatar and select **Wallet & Billing**.
2. Click **Manage plan & billing** to open the billing portal.
3. Update your payment method.

Failed charges are retried automatically over the following days, so updating your payment method is usually enough. If your plan benefits don't return after the payment succeeds, contact <support@ideogram.ai> from your account's email address.

For a failed pay-as-you-go credit purchase or auto recharge, open **Wallet & Billing** in the workspace you were funding and use **Manage billing** to update the saved payment method. In the separate developer platform, use **Billing** → **Billing Information** → **Manage via Stripe**, where available. Only organization owners and admins can manage a shared prepaid wallet. See [Invoices, Receipts, and Tax Details](/plans-and-billing/billing-and-subscriptions/invoices-receipts-and-tax-details.md#choose-the-right-billing-account) to choose the right billing account.

## "Payment setup is taking longer than expected"

After saving a payment method, Ideogram may show **Processing payment setup…** while it waits for confirmation. If you reach **Setup Taking Longer Than Expected**, click **Try again**. Use **Contact support** if it persists.

The message **Your payment method is saved, but we could not resume setup** means saving the method and returning to your intended action had different results. Retry the setup handoff; don't treat that message as confirmation that credits were bought. See [Does saving a payment method buy credits?](/plans-and-billing/buying-extra-credits.md#does-saving-a-payment-method-buy-credits).

## "I paid, but the credits aren't showing"

Check the account and workspace used for the purchase, then review its balance and invoice history. **Purchase still processing** means the accepted purchase hasn't yet produced a balance update in the app. It isn't the same message as a declined payment. Follow [purchase status checks](/plans-and-billing/buying-extra-credits.md#why-hasnt-my-balance-updated-after-a-purchase) before paying again.

## "I can't save auto recharge"

A saved payment method and valid trigger/recharge amounts are required. The save action also stays disabled when active settings haven't changed. Check the field error messages and [auto recharge limits](/plans-and-billing/buying-extra-credits.md#auto-recharge).

If the app says your payment method couldn't be charged, update it in the appropriate billing portal, then try saving again. If it says **Could not save auto recharge settings**, the change hasn't been confirmed; check the displayed recharge status before relying on it.

## Contacting support about billing

To resolve a billing issue in one round-trip, email <support@ideogram.ai> from the address your Ideogram account is registered under — it's the fastest way for the team to find your account — and include:

* any other email addresses or sign-in methods you may have used;
* the date and amount of the charge;
* the invoice number or receipt (see [Invoices, Receipts, and Tax Details](/plans-and-billing/billing-and-subscriptions/invoices-receipts-and-tax-details.md));
* for cancellation issues: the date you cancelled.

## In this topic: plans and billing

1. [Plans and Credits](/plans-and-billing/available-plans.md): compare plans and see how credits work
2. [Buying Extra Credits](/plans-and-billing/buying-extra-credits.md): top up when you run low
3. [Team Plan](/plans-and-billing/team-plan.md): share a plan and credits with a team
4. [Billing & Subscriptions](/plans-and-billing/billing-and-subscriptions.md): manage payment, invoices and your plan
5. **Troubleshooting Billing Issues** (this page): fix payment and charge problems