Refunds and failed payments

A declined card never changes your plan without payment. A failed renewal keeps your plan running for a while and shows a warning on Billing. Fees already paid are generally not refunded.

A card declined when you subscribe

When you choose a plan and enter your card, the payment form shows why the card was refused, or "That payment could not be processed." The form stays open, so you can try another card or choose Cancel. Your plan only changes once a payment goes through.

A card declined when you change plan

• Switching tier on the same billing interval: nothing is charged at the moment of switching, so there is nothing to decline. The difference is added to your next invoice.
• Changing billing interval: the new price is charged that day to your default card. If the card is declined, the dialog shows the reason and your plan stays as it was.

A renewal payment fails

If a renewal payment fails, your plan stays active for now. Billing shows "Subscription status: past due." in place of the renewal date.

To fix it:

1. Open the account menu and choose Manage plan.
2. In Payment, choose Add a card (or Add card), enter the card and choose Save card.
3. Choose Make default on the new card. A saved card does not become the default on its own.

If the payment is never made, the subscription ends and your account moves to Free. Your projects and marks stay, and Free limits apply. You can upgrade again at any time.

Removing a card

While you have a subscription, you cannot remove your only card. You see "This is the only card on your account. Add another before removing it, or cancel your subscription first."

Refunds

Our Terms of Service say fees already paid are generally not refunded, except where the law requires it. In practice:

• Cancelling: you keep your plan until the end of the period you have paid for. Nothing is charged to cancel, and the rest of the period is not refunded.
• Moving to a lower tier: your unused time is credited against your next invoice. It is not paid back to your card.
• Deleting your account: this cancels the subscription at once, and the unused part of the period is not refunded. See Delete your account.

A refunded or disputed payment also cancels any referral reward from it that has not yet arrived. See Invite colleagues and earn rewards.

Questions about a charge

Email [support@deepmarking.com](mailto:support@deepmarking.com) with the invoice date and amount. You can find both under Invoices on Billing.