Subscription Troubleshooting

Common issues and solutions for subscription-related problems.

Payment Issues

Issue: Cannot Complete Payment

Possible Causes:

• Invalid payment information
• Insufficient card balance
• Payment gateway issues
• Network connectivity problems

Solutions:

1. Verify payment information is correct
2. Ensure the card is active and has sufficient balance
3. Try a different payment method
4. Check internet connection
5. Clear browser cache and try again
6. Contact your bank if issue persists

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Issue: Payment Declined

Possible Causes:

• Card expired or blocked
• Insufficient funds
• Bank security restrictions
• Invalid card details

Solutions:

1. Check card expiry date
2. Verify sufficient balance
3. Contact your bank to authorize the transaction
4. Try a different card
5. Use bank transfer as alternative

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Issue: Bank Transfer Not Processed

Possible Causes:

• Payment receipt not uploaded
• Incorrect bank details
• Payment not received
• Processing delay

Solutions:

1. Ensure payment receipt is uploaded (PDF or image)
2. Verify bank details are correct
3. Check bank statement to confirm transfer
4. Wait 1-3 business days for processing
5. Contact support with payment proof

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Subscription Activation Issues

Issue: Plan Not Activated

Possible Causes:

• Payment still processing
• Payment failed
• System delay
• Subscription error

Solutions:

1. Wait a few minutes (may take 2-5 minutes)
2. Check confirmation email
3. Review subscriptions page for status
4. Verify payment was successful
5. Contact technical support with subscription ID

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Issue: Features Not Available

Possible Causes:

• Subscription not active
• Plan doesn't include feature
• Cache issues
• Permission problems

Solutions:

1. Check subscription status (should be "Active")
2. Verify plan includes the feature
3. Refresh the page or clear cache
4. Log out and log back in
5. Check user permissions

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Subscription Management Issues

Issue: Cannot Upgrade Plan

Possible Causes:

• Payment method issues
• Current subscription active
• System error

Solutions:

1. Ensure payment method is valid
2. Complete upgrade payment process
3. Wait for current upgrade to process
4. Try again after a few minutes
5. Contact support if issue persists

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Issue: Cannot Cancel Subscription

Possible Causes:

• Subscription already canceled
• No active subscription
• Permission issues

Solutions:

1. Check subscription status
2. Ensure you have an active subscription
3. Verify you have permission to cancel
4. Try from subscriptions detail page
5. Contact support for assistance

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Billing Issues

Issue: Incorrect Billing Amount

Possible Causes:

• Tax calculation error
• Discount not applied
• Plan price changed

Solutions:

1. Review order summary before payment
2. Check for applied discounts
3. Verify tax calculation
4. Contact support to review charges

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Issue: Subscription Expired Unexpectedly

Possible Causes:

• Payment failed
• Card expired
• Billing cycle ended
• Manual cancellation

Solutions:

1. Check payment status
2. Verify card is still valid
3. Review subscription expiry date
4. Renew subscription if needed
5. Contact support to investigate

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General Issues

Issue: Cannot Access Pricing Page

Possible Causes:

• Network issues
• Browser problems
• Authentication required

Solutions:

1. Check internet connection
2. Try a different browser
3. Clear browser cache
4. Ensure you're logged in
5. Try incognito/private mode

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Issue: Subscription Not Showing

Possible Causes:

• Wrong business selected
• Subscription linked to different business
• Display delay

Solutions:

1. Check you're viewing the correct business
2. Verify subscription is linked to current business
3. Refresh the page
4. Check subscriptions page
5. Contact support with business ID

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Getting Help

If you've tried the solutions above and the issue persists:

1. Check Subscription Status: Review your subscription details
2. Review Error Messages: Note any error messages for support
3. Contact Support:
   • 📧 Email: support@awalchat.com
   • 💬 Live Chat: Available in dashboard
   • 📱 WhatsApp: Contact us via WhatsApp

When contacting support, provide:

• Subscription ID or UUID
• Business ID
• Error messages (if any)
• Screenshots (if applicable)
• Steps to reproduce the issue

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Related Guides

• Plan Types
• Payment Process
• Managing Subscription