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Troubleshooting

Billing and payment issues

Resolve common billing problems — failed payments, incorrect invoices, plan changes not reflected, and pricing questions.

This article covers the most common billing and payment questions and how to fix problems with your Doow subscription.

Failed payment

If your payment method fails, Doow sends an email to the billing contact and the workspace Admins. You have a 14-day grace period to update your payment method before your workspace is downgraded to the Free plan.

"Payment declined" or "Card declined"

Common causes and fixes:

  • Insufficient funds — check your account balance and retry from Settings → Billing → Payment method.
  • Card expired — update your card details in Settings → Billing → Payment method.
  • Bank blocks the charge — some banks flag recurring SaaS charges as suspicious. Call your bank and ask them to approve charges from "Doow" or "Stripe" (Doow's payment processor) on your account.
  • 3D Secure failure — your bank may require additional verification. Complete the 3D Secure prompt (usually a code sent by SMS or via your banking app) and the charge should go through.
  • International transaction blocked — if your card was issued in a different country from your billing address, your bank may block the charge. Check your bank's international transaction settings.

Updating your payment method

  1. Go to Settings → Billing → Payment method.
  2. Click Update payment method.
  3. Enter your new card details.
  4. Click Save.

Doow immediately attempts a small authorisation charge to verify the card. This charge is reversed within a few days.

Retrying a failed invoice

After updating your payment method, go to Settings → Billing → Invoices, find the failed invoice, and click Pay now. Doow does not automatically retry failed payments — you must trigger the retry manually.

Incorrect invoice

If an invoice shows the wrong amount, plan, or billing period:

  1. First check your current plan in Settings → Billing → Plan. Confirm the plan name, billing cycle (monthly/annual), and seat count match your expectations.
  2. Check the invoice line items in Settings → Billing → Invoices → [invoice]. Each line item shows what you are being charged for.
  3. If the seat count is wrong, it may be because members were added mid-cycle, generating a prorated charge. The invoice detail view explains each proration.
  4. If the amount still looks wrong, contact support at support@doow.co with the invoice number.

Plan change not reflected

Upgraded but still on the old plan

Plan upgrades take effect immediately. If your dashboard still shows the old plan:

  1. Go to Settings → Billing → Plan. If it shows the new plan, you are on it — the dashboard label may be cached. Refresh the page or sign out and back in.
  2. If it still shows the old plan, your upgrade may not have completed. Click Upgrade and confirm the change.

Downgraded but still being charged at the higher rate

Plan downgrades take effect at the end of the current billing period, not immediately. For example, if you downgrade on 10 June and your billing period ends on 30 June, you remain on the higher plan until 30 June. Your next invoice (1 July onwards) reflects the lower price.

This is normal behaviour. If you need the downgrade to take effect immediately, contact support — this is generally only possible in exceptional circumstances.

Annual vs monthly billing

To switch from monthly to annual billing (or vice versa):

  1. Go to Settings → Billing → Plan.
  2. Click Switch to annual (or Switch to monthly).
  3. The change takes effect at the start of your next billing period. Your current period is unchanged.

Annual plans are billed once per year. If you switch from monthly to annual, you are charged the annual amount on your next billing date and monthly charges stop. If you switch from annual to monthly, you remain on the annual plan until the current year is complete, then monthly billing begins.

Viewing and downloading invoices

All invoices are available in Settings → Billing → Invoices:

  • Click an invoice to view its details.
  • Click Download PDF for a formatted invoice suitable for your finance team.
  • Click Download CSV for the raw line-item data.

Invoices are retained for the lifetime of your workspace. If you need an invoice from a closed workspace, contact support.

Adding invoice references (PO numbers, VAT IDs)

  1. Go to Settings → Billing → Billing details.
  2. Enter your VAT / GST ID (if applicable), Purchase Order number, and Legal entity name.
  3. These fields appear on all future invoices. Existing invoices are not retroactively updated.

Cancelling your Doow subscription

See Change your plan for the cancellation flow. Cancellation takes effect at the end of your current billing period and your workspace is downgraded to the Free plan. Your data is preserved and you can resubscribe at any time.