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.

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.

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

Per the Terms of Service, 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 [e-mail] 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.

"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 [e-mail] from your account's email address.

Contacting support about billing

To resolve a billing issue in one round-trip, email [e-mail] 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);

• for cancellation issues: the date you cancelled.