When is a plan charged?
Checkout shows the plan, period, price, and renewal conditions before confirmation. Access updates after the payment provider confirms the transaction.
When are report coins charged?
The price and remaining balance appear first. Coins are charged only after a separate confirmation, and an owned report must not be charged twice.
Payment succeeded but balance did not update
Refresh the account, then contact support with the transaction identifier if the status remains unchanged. Do not send full card details.
What if report generation fails?
The purchased report remains associated with the account. Generation failure is tracked separately and retrying must not create a second charge.
How do refunds work?
The process depends on payment method, country, and provider rules. Contact support with the transaction details for the applicable route.