# Payment and subscription problems

What happens when a charge fails and how to recover your plan, how long activation takes, where to change your card and what to do if an invoice won't open.

_Updated: 2026-11-03 · Source: https://ruit.es/en/docs/payment-and-subscription-problems/_

Every RUIT charge goes through **Stripe**, whether you subscribe from the browser or from your
phone. There are no purchases through the App Store or Google Play, so a plan you subscribe to on
your phone looks the same on your computer: it is the same subscription.

## I have paid and I still do not have the plan

Wait a moment and open the app again. When you come back from paying, the app asks about your plan
for about **30 seconds**; if Stripe takes longer to confirm it, you see **Payment received. Your plan
is still being activated, which can take a few moments.** The payment has gone through: **the next
time you open the app, the plan is there.**

> **Warning:** There is one case that does not fix itself: **paying without being signed in**. RUIT keeps that
> payment and links it later through the email, but if that email belongs to two different accounts,
> it cannot decide which one is yours. If this has happened to you, write to us with the email you paid
> with.

## If a charge fails

You do not lose the plan the first time it fails. What happens depends on where the charge stands:

| What happens with the charge | Your plan |
|---|---|
| Stripe is still retrying it | You keep all of it, unchanged |
| Stripe has used up its retries | It is **suspended** until you pay: in the meantime you have what Free includes |
| 90 days go by without payment | RUIT cancels the subscription and voids its pending invoices: you stay on Free, with no debt |

While the plan is suspended, **Your plan** and **Home** show the
**Your subscription is pending payment** notice, with the amount of the outstanding invoice.
**Pay the invoice** opens it in Stripe, and once you pay it **you get your plan back at the same
price you had**. If that invoice cannot be paid yet, the button is **Write to support**, and we help
you get the plan back through the chat.

What Free includes in the meantime, and what happens to your accounts and your listings, is explained
in [What keeps working without a plan](https://ruit.es/en/docs/what-keeps-working-without-a-plan/). Nothing is
deleted.

## Change your card

If the charge failed because your card expired or you replaced it, go to **Settings → Your plan**
and, under **Billing**, press **Manage** on the **Payment method** row. The Stripe portal opens, and
you change it there.

> **Note:** In the browser, the portal opens in the same tab. In the mobile or desktop app, **you get a link by
> email** to that same portal, and the app confirms it with **Manage your subscription**.

_Video not recorded yet: Changing your card from Your plan_

Changing plan or cancelling is explained in
[Manage your RUIT subscription](https://ruit.es/en/docs/manage-your-ruit-subscription/).

## Refunds

RUIT has no refunds screen: we handle them by hand, so ask for them through the chat.

## An invoice will not open or is missing your tax ID

- **It will not open.** RUIT asks Stripe for a new link every time you press; if that request fails,
  the invoice has not disappeared. Try again.
- **It is missing your tax ID.** Add it in **Settings → Your plan**, under
  **Billing → Billing details**, and it appears on the invoices that follow.

Both are covered in detail in [Your RUIT subscription invoices](https://ruit.es/en/docs/your-ruit-invoices/).

- [Your RUIT subscription invoices](https://ruit.es/en/docs/your-ruit-invoices/)
- [What keeps working without a plan](https://ruit.es/en/docs/what-keeps-working-without-a-plan/)
- [Your plan](https://ruit.es/en/docs/your-plan/)