Most subscription issues are payment or propagation problems. Try the relevant section below before contacting support.
Payment Problems#
Status shows "Incomplete Payment" — your last charge failed but you still have a short grace period. Go to the subscription page, click Update Payment Method, enter a working card, and Stripe will retry automatically. If the new card also declines, check with your bank for holds or fraud blocks.
"Payment declined" — usually a bank-side issue. Common causes: insufficient funds, expired card, wrong CVC or billing ZIP, international-charge block, or fraud protection. See Updating Payment Information for the full troubleshooting table.
Charged the wrong amount — verify your plan ($6/month vs $60/year), check for applicable local taxes, and confirm your bank isn't applying currency conversion fees on top. If the amount still doesn't match, email [email protected] with your account email, invoice number, and the expected vs. actual amount.
Looks like a duplicate charge — banks often show "pending" entries that disappear; wait 2–3 business days before assuming it's a real duplicate. A failed-then-retried payment can also look duplicated. If both charges are confirmed posted, email [email protected] with both invoice numbers and screenshots.
PRO Features Not Working After Subscribing#
Stripe propagation usually takes 1–5 minutes. If PRO features aren't showing up:
- Hard refresh the page (Ctrl+Shift+R / Cmd+Shift+R)
- Log out and log back in
- Wait up to 15 minutes for propagation
- Try a different browser or disable ad-blocker extensions
If your subscription page still shows anything other than Active after 15 minutes, email [email protected] with your account email and roughly when you subscribed.
Stuck in "Processing"#
Normal processing is 1–5 minutes. If the page is stuck longer:
Warning
Don't resubmit the payment — you risk a double charge. Instead:
- Wait 10 minutes
- Open the subscription page in a new tab to check the real status
- Check your email for a confirmation or failure notification
- Check your bank for pending or posted charges
If it's still processing after 30 minutes, email [email protected] with your account email, the approximate time of payment, and the last 4 digits of the card you used.
Not Receiving Subscription Emails#
Check spam/junk, Gmail "Promotions" tab, Outlook "Other" tab, and any filters you have set up. Search for mail from @versedb.com. Add support to your safe-sender list. If you still don't see confirmations or receipts, email [email protected] and we can resend them manually.
"Downgrading"#
There's no downgrade — VerseDB has Free and PRO tiers only. To drop back to Free, cancel your PRO subscription; you'll keep access until your billing period ends, then the account reverts to Free automatically. Your data is preserved. If cost is the concern, switching from Yearly to Monthly is a cheaper way to keep PRO.
Getting Help#
Email [email protected] with your account email, a clear description of the issue, the steps you've already tried, any error screenshots, and relevant invoice numbers. Typical response time is 24–48 hours.