Billing problems
Most billing issues are quick to fix. Find your situation below and follow the steps.
My payment failed
The most common causes:
Card expired. Update the card on file and we'll retry.
Insufficient funds. Add funds or use a different card.
Issuing bank declined. Banks sometimes block subscription charges by mistake. Contact your bank and ask them to allow One Privacy charges, then retry.
To update your payment method:
Open Billing in the left sidebar footer.
Click Update payment method.
Enter the new card details. The next charge uses the new card.
We retry failed charges automatically over the following days. If the second attempt also fails, your account moves to a grace period and we email the billing contact.
I was charged the wrong amount
Open Billing and check the Invoices section. Each invoice shows what you were charged for.
If you upgraded mid-cycle, the charge usually includes a prorated amount.
If you switched from monthly to yearly, the charge reflects the new yearly term.
If something still doesn't look right, contact support with the invoice number and we'll review.
I need a copy of an invoice
Open Billing. In the Invoices section, click the download icon next to any invoice to get a PDF copy.
I need an invoice with a different company name
If the invoice should show a company name or tax ID different from what's on file:
Open Billing → Billing settings.
Update the company name, address, and tax ID.
Re-download the invoice. New invoices use the updated details.
My subscription was cancelled but I want to come back
Open Billing. Pick a plan and click to reactivate. Your saved data, banners, and audit records become editable again as soon as the subscription is active.
If your data has been deleted because cancellation was a while ago, contact support and we can advise on recovery.
I'm being charged after cancelling
If you cancel mid-cycle, your subscription remains active until the end of that cycle. The next bill won't go through.
If you've been charged after cancellation appeared to take effect, contact support with the charge details and we'll refund quickly.
I want to pay by invoice instead of by card
Invoice billing is available on Enterprise. Contact our team to set it up.
I need a refund
Open Billing, find the relevant invoice, and contact support with the invoice number and a short explanation. We process eligible refunds within a few business days.