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.
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.
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. 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.
Video not recorded yet: Changing your card from Your plan
Changing plan or cancelling is explained in 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.
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