Billing Questions

The total on your invoice doesn't match what you expected based on your time entries.

Possible causes:

• Hourly rate changed after time was tracked
• Some entries have different rates than expected
• Tax was applied when you didn't expect it
• Not all expected entries were included

Solutions:

1. 1
   Open the invoice and review each line item
2. 2
   Check the rate applied to each entry (click to expand details)
3. 3
   Verify the subtotal before tax
4. 4
   If incorrect, you can edit the invoice while it's in Draft status

You created an invoice but can't find it anywhere.

Solutions:

1. 1
   Go to Billing page
2. 2
   Click the "Invoices" tab
3. 3
   Check the status filter — you might be filtering out Draft invoices
4. 4
   Search by invoice number or client name
5. 5
   Make sure you're in the correct organization

Clicking "Download PDF" doesn't download anything or shows an error.

Solutions:

1. 1
   Check if your browser is blocking pop-ups from teeckin.com
2. 2
   Try right-clicking and selecting "Save link as"
3. 3
   Check your downloads folder — it may have downloaded without notification
4. 4
   Try a different browser if the issue persists

The edit option is grayed out or clicking edit doesn't work.

Possible causes:

• Invoice has been marked as Sent or Paid
• Invoice has been voided

Solutions:

1. 1
   Only Draft invoices can be edited
2. 2
   If you need to make changes to a Sent invoice, void it and create a new one
3. 3
   For minor corrections, you can add a credit note (coming soon)

You subscribed to Pro but features still show as locked.

Solutions:

1. 1
   Refresh the page — subscription status may need to update
2. 2
   Go to Settings and check your subscription status
3. 3
   Verify the payment was successful in your email
4. 4
   Log out and log back in to refresh your session
5. 5
   If payment shows as pending, wait a few minutes for processing

Your subscription payment didn't go through and you received an error.

Possible causes:

• Card declined by bank
• Insufficient funds
• Card expired
• 3D Secure authentication required but not completed

Solutions:

1. 1
   Check the error message for specific details
2. 2
   Verify your card details are correct
3. 3
   Try a different payment method
4. 4
   Contact your bank if the card should be working
5. 5
   For 3D Secure, complete the authentication in the popup window

You want to upgrade, downgrade, or switch from monthly to yearly billing.

Solutions:

1. 1
   Go to Settings in the sidebar
2. 2
   Click "Subscription" or "Manage Subscription"
3. 3
   Select the plan you want to switch to
4. 4
   Confirm the change — pro-rated amounts will be calculated automatically

You want to cancel your Pro or Team subscription.

Steps to cancel:

1. 1
   Go to Settings in the sidebar
2. 2
   Click "Subscription" or "Manage Subscription"
3. 3
   Click "Cancel Subscription"
4. 4
   Follow the confirmation prompts

Questions about the lifetime deal (LTD) offer.

Common LTD questions:

• What's included? — All Pro features forever with no recurring payments
• Does it include future features? — Yes, all features added to the Pro plan are included
• Can I upgrade from LTD to Team? — Yes, you can add team seats at the regular Team plan rate
• Is LTD still available? — Check the pricing page for current availability

You need to update your credit card or switch to a different payment method.

Solutions:

1. 1
   Go to Settings in the sidebar
2. 2
   Click "Subscription" or "Billing"
3. 3
   Click "Update Payment Method"
4. 4
   Enter your new card details
5. 5
   The new method will be used for future payments

Your subscription charge doesn't match what you expected.

Possible causes:

• Currency conversion by your bank
• Plan was changed mid-cycle
• Team seats were added or removed
• VAT/tax added based on your location

Solutions:

1. 1
   Check your email for the invoice with charge breakdown
2. 2
   Review subscription settings for current plan and seats
3. 3
   Contact support if the charge is still unexplained

You want to request a refund for a subscription payment.

Refund policy:

• Monthly subscriptions: Full refund within 7 days of payment
• Yearly subscriptions: Full refund within 30 days of payment
• Lifetime deals: Full refund within 30 days of purchase

To request a refund:

1. 1
   Email support@teeckin.com with subject "Refund Request"
2. 2
   Include your account email and reason for the refund
3. 3
   We'll process eligible refunds within 5-7 business days

Understanding how you're charged for team members.

Team billing explained:

• Each team member (except the owner) uses one seat
• You pay per seat per month/year
• Adding seats mid-cycle charges a prorated amount
• Removing seats takes effect at the end of the billing cycle
• Owner account includes one seat for themselves

You removed a team member but are still seeing charges for them.

Explanation:

When you remove a member, the seat reduction takes effect at the end of your current billing cycle. This ensures you get the full value of what you've already paid.

To verify:

1. 1
   Go to Settings and check your organization's members
2. 2
   Confirm the member has been removed
3. 3
   Check the "Subscription" section for pending seat changes
4. 4
   The next invoice will reflect the reduced seat count