Billing and Subscription Issues
Benchmrk uses secure billing for subscriptions. If you're experiencing payment failures, trouble changing tiers, or unexpected usage limits, this page covers the common scenarios.
Common Issues
Failed Payments
| Cause | Symptoms | Resolution |
|---|---|---|
| Expired credit card | Payment fails at renewal | Update your payment method in the account settings. The payment will be retried automatically. |
| Insufficient funds | Payment declined | Ensure your card has sufficient funds or use a different payment method. |
| Card issuer declined | Payment fails with a generic decline message | Contact your bank or card issuer to authorise the transaction. International transactions may need to be explicitly allowed. |
| 3D Secure authentication required | Payment pending, requires additional verification | Complete the 3D Secure verification prompt from your bank. Check for a popup or redirect that may have been blocked. |
After resolving a payment issue: Failed payments are automatically retried. If your subscription was paused due to a payment failure, it should resume once the payment succeeds. If it doesn't, contact support.
Tier Changes (Upgrade/Downgrade)
When changing subscription tiers:
- Upgrades take effect immediately. You'll be charged a prorated amount for the remainder of the current billing period.
- Downgrades take effect at the end of the current billing period. You retain access to your current tier's features until then.
Common issues with tier changes:
- Features not available after upgrade — Log out and log back in to refresh your session. The app caches your subscription tier at login.
- Still being charged old rate — Check your billing portal for the effective date of the change. Downgrades apply at the next billing cycle.
- Can't access billing portal — The billing management link is in your account settings. If it doesn't load, check for popup blockers.
Usage Limit Enforcement
Each subscription tier has usage limits for features like AI Assist analysis and exports. When you hit a limit:
- The feature displays a message indicating the limit has been reached
- The limit resets at the start of your next billing period
- Upgrading to a higher tier increases your limits immediately
If you believe the limit is incorrect:
- Check your current usage in the account settings
- Verify which tier you're on — free-tier limits are significantly lower
- Check when your billing period resets
- Contact support if the displayed usage doesn't match your actual usage
tip
You can monitor your usage at any time from the account menu. Keep an eye on AI analysis and export quotas if you're on the free tier.
Was this page helpful?