> 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-pricing/billing-and-subscriptions/troubleshooting-billing-issues.md).

# Troubleshooting Billing Issues

## "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

Signing in with a different method creates a **separate Ideogram account**: Google, Apple, and email sign-ins with different addresses are all distinct accounts, each with its own subscription. 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.

* Check which email address received the charge receipt — that's the account that holds the subscription.
* Sign in with that email or sign-in method, then click your profile picture and select **Manage plan** to confirm the subscription is there and cancel it.

### 2. 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.

### 3. 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-pricing/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 profile picture and select **Manage plan**, then click **Manage plan ↗** to open the billing portal and update your payment method.
2. Failed charges are retried automatically over the following days, so updating your payment method is usually enough.
3. If your plan benefits don't return after the payment succeeds, contact <support@ideogram.ai> from your account's email address.

## 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-pricing/billing-and-subscriptions/invoices-receipts-and-tax-details.md));
* for cancellation issues: the date you cancelled.