Billing troubleshooting

If something looks off with billing, walk this list before contacting support.

Find your billing settings

Settings › Billing in the web app. You see your current plan, next renewal date, payment method on file, and a list of past invoices.

Only company Owners can view or change billing. Admins, Members, and Viewers cannot. See Roles & permissions.

Failed card charge

The most common cause is an expired card or a fraud check by the issuing bank.

1. Open Settings › Billing › Payment method.
2. Confirm the card on file is valid (not expired, correct number, correct billing address).
3. If the card is fine but the charge still failed, the bank may have blocked it. Call the number on the back of the card and authorize the next charge to “Toado” (Stripe is the processor).
4. After updating, click Retry payment to charge immediately rather than waiting for the next renewal attempt.

We retry failed charges automatically over a 14-day window. If all retries fail, the company is moved to a read-only state until billing is resolved (you can still view tickets; you cannot capture or move them).

Changing plans

Settings › Billing › Change plan.

• Upgrade: takes effect immediately. You are charged a prorated amount for the rest of the current billing cycle.
• Downgrade: takes effect at the next renewal. You keep the higher tier for the remainder of the cycle you have already paid for.

If a downgrade pushes you below the limits of the new tier (e.g., too many members, too many active projects), the downgrade is blocked until you reduce usage.

Annual vs. monthly

Switch on the Change plan screen. Annual billing is discounted; the discount is shown next to each plan.

Switching from monthly to annual is immediate and prorated.

Switching from annual to monthly takes effect at the next annual renewal; we do not refund partial annual periods.

Invoices and receipts

Settings › Billing › Invoices lists every past invoice with date, amount, and a download link (PDF). Each invoice includes your company’s billing details and tax information.

To update billing details (company name, address, VAT id) for future invoices: Settings › Billing › Billing details. Past invoices are not retroactively reissued; if you need a corrected version of a past invoice, contact support.

VAT, GST, and tax

We charge tax where required by your billing country. The tax line appears on every invoice.

If you have a valid VAT id (EU) or equivalent (UK, AU GST, etc.), enter it in Settings › Billing › Billing details › Tax id. Validated ids reverse-charge VAT on the next invoice.

Tax ids are validated against the VIES database (EU) or the equivalent registry. An invalid id is rejected at save time with the specific error.

Refund requests

We refund proactively for:

• Double charges due to billing system errors.
• Charges after a downgrade or cancellation that should not have happened.

For other refund requests (you forgot to cancel, you no longer need the product, etc.), email support@toado.dev. We evaluate case by case.

Cancelling

Settings › Billing › Cancel plan. Cancellation takes effect at the end of the current billing cycle. You keep full access until then.

After cancellation, the company drops to the free tier. Data is retained per the data retention policy; cancellation is not the same as account closure.

To delete the company entirely, see Companies › Delete a company (after cancellation).

Read-only state after failed billing

When all retry attempts on a failed charge are exhausted, the company is moved to read-only:

• You can view tickets, captures, and comments.
• You cannot capture from the extension, edit tickets, post comments, or use any write API call.
• MCP write operations return 403 forbidden with a reason: billing_overdue.

To restore write access: update the payment method, click Retry payment, and once the charge succeeds the read-only state lifts within a minute.

Multiple companies, separate billing

Each company has its own plan and its own billing. A user who owns two companies pays each separately.

To consolidate billing across companies, contact us about an enterprise arrangement.

Stripe is the processor

We do not see your card number; Stripe stores the actual card. Updating your card on Toado updates the Stripe customer. If you have a Stripe receipt email but no Toado record of the charge, contact support and we will reconcile.

Where to ask

If none of the above fits, get in touch. For billing-specific issues, the fastest path is support@toado.dev with the invoice id (or the date and amount) of the charge in question.