Billing Issues

Payment and subscription problems and how to resolve them.

Payment Failed

If a payment fails, your subscription enters a past due state. Tracking continues while Stripe retries the payment.

To fix:

1. Go to Billing in CleanClicks
2. Click Manage subscription to open the Stripe portal
3. Update your payment method
4. Stripe will retry the charge automatically

If all payment retries fail, your subscription may be suspended. Update your payment method to reactivate.

Can't Complete Checkout

If the Stripe checkout page won't load or payment won't process:

• Browser issue: Try a different browser or Incognito mode
• Ad blocker: Some ad blockers interfere with Stripe's checkout. Disable it temporarily.
• Card declined: Try a different payment method. Contact your bank if your card is being incorrectly declined.
• Still stuck: Contact helpdesk@cleanclicks.io

I Was Charged More Than Expected

Open Billing > Manage subscription and read the invoice line items. Your session usage against your plan allowance appears on the Billing page, and support can confirm your overage terms.

If a charge still looks wrong, contact helpdesk@cleanclicks.io with the invoice number and the amount in question.

I Want to Cancel

1. Go to Billing
2. Click Manage subscription
3. Click Cancel subscription in the Stripe portal
4. Your account stays active until the end of the billing period

Canceling does not refund the current period. You keep access and tracking through the end of the period you already paid for, and the subscription does not renew.

After cancellation:

• Tracking stops at period end
• Configuration is retained for 90 days
• You can resubscribe anytime to pick up where you left off

I Canceled but Was Still Charged

Cancellation and a refund are separate requests. Check Billing > Manage subscription and the Stripe confirmation for your cancellation's effective date. A qualifying request under the 14-day money-back guarantee is separate from routine cancellation; canceling does not remove that guarantee. Ask support to confirm the cancellation and any refund outcome separately.

If you believe a charge is incorrect, contact helpdesk@cleanclicks.io with the invoice details.

Changing the Billing Interval

Monthly is the only billing interval you can select today, so there is no interval to switch. Open Billing > Manage subscription to confirm the interval attached to your subscription, and contact helpdesk@cleanclicks.io if you need a different arrangement.

I Need an Invoice for Accounting

All invoices are available in the Stripe billing portal:

1. Go to Billing > Manage subscription
2. Scroll to Invoice history
3. Click any invoice to view or download a PDF

Invoices include your company name, plan details, and all charges.

Session Overages

Reaching your monthly session allowance does not stop tracking. CleanClicks keeps collecting and keeps delivering events past the allowance.

Your usage against the allowance is on the signed-in Billing page. For your overage terms, contact helpdesk@cleanclicks.io.

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Related: Billing and Plans | Common Issues