Troubleshoot a failed or pending payment

Check the payment status and transaction before attempting another payment.

Check the purchase outcome

1. Keep the payment confirmation or error message and note its date, time, amount and currency.

2. In the correct workspace, open Settings → System → Billing → Overview and check the plan and access/renewal date.

3. Check Usage or Add-ons for the entitlement you purchased, and Invoices for the related document. Clear filters if necessary.

4. Check your payment account for the transaction and its reference. Use a masked screenshot if you need to share it.

5. Compare the purchase item and amount across those records. If the result is unclear, contact support before starting another payment.

CVViZ is still processing or confirmation timed out

Allow processing to finish. A confirmation timeout can occur even when the payment provider has taken the charge.

Refresh the billing information and check for an invoice and updated entitlement. If money was deducted, or your payment account shows a pending transaction, Contact CVViZ support with the reference before paying again. Avoid opening several checkout sessions for the same purchase while its result is unresolved.

The payment explicitly failed

Read the checkout or bank message and correct the stated issue, such as incomplete verification or rejected payment details. Confirm whether there was a debit or pending authorization first.

If the attempt is confirmed unsuccessful and there is no unresolved charge, return to the intended purchase, review its current quote and try an offered method. If the error repeats, ask support to review the payment and ask your payment provider about any bank-side restriction. Do not share complete card details, banking credentials or verification codes.

Payment completed, but access or capacity is missing

Refresh Overview, Usage and Add-ons, and verify that you are in the workspace used for checkout. Check the purchase type: buying credits, increasing storage and upgrading a plan affect different entitlements. Some add-ons also require setup or approval.

Contact support with the invoice or payment reference and expected entitlement before purchasing again. For a missing document, follow invoice troubleshooting.

An automatic renewal failed

Check the current plan's renewal/access date and any renewal message. Contact support to confirm the subscription's current state and the appropriate recovery route. For a payment-method change, see renewal payment methods.

Use renewal cancellation only to stop a future renewal. A new one-time purchase does not automatically repair an existing recurring subscription.

What to send support

Include the workspace, purchase item and quantity, amount/currency, payment date/time and timezone, masked provider transaction reference, invoice number if available, and the exact CVViZ/provider error. Describe whether money was deducted, remains pending or was returned, and whether the entitlement changed.

Ask support to confirm the transaction, subscription outcome and any applicable refund or reversal timeline.

For planned cancellation or closure, see cancel renewal and arrange an export.