Billing and payment problems
Where to look: Settings → Billing. Admin-only.
Billing problems surface as a banner on the billing page only. Check it deliberately — a failed charge will not come and find you.
Several billing errors say this explicitly. When they do, believe them — no money moved.
A payment failed
You'll see: "Payment failed — update your payment method via Manage Subscription," or on the card "Last charge declined — update to avoid losing access."
- Go to Settings → Billing → Payment method.
- Click Update payment method or Replace card.
- Enter the new card and save.
Expected result: Payment method updated. Saving a new card retries the failed charge immediately; if it succeeds the warning banner clears.
Watch for: your old card stays on file until the new one saves successfully. If the new
card is declined you'll see "Card declined. <reason> Your old card is still on file."
No card on file
"Your subscription can't renew without a payment method." Click Add card. Charges appear as LOKOM.IO on your statement. Card details are tokenised by Stripe — Lokom never sees or stores your card number, CVC or expiry.
You can't upgrade or change plan
| Message | What to do |
|---|---|
| Add your billing address to continue | A billing address is required before any subscription change. Fill it in — it also drives VAT |
| Pricing was updated while you were here | Refresh the page and try again |
| Pricing is temporarily unavailable / Pricing service is unavailable | Wait a few minutes and retry |
| Another admin is updating billing right now | Wait a moment; only one admin can change billing at a time |
| Plan change is in progress. We're reconciling with Stripe | Refresh in a moment |
| Your subscription is billed in a different currency than this plan | This one can't be fixed in-app — contact support@lokom.org |
Your billable count looks wrong
Your bill is base + (billable reps × per-rep rate). A rep is billable only when all four
are true: not archived, in a role, that role has a plan, and that plan is live.
Open the Billable Participants drawer from the billing page. Anyone excluded shows a reason: No role, No plan, Plan in draft, Plan archived, Rep archived.
If someone is billable and shouldn't be: archive them, take them out of the role, or retire the plan. → Billable reps
The billing page looks out of date
Click Refresh next to the plan. The card shows Last synced …. If it says "Couldn't sync. Try again in a moment," wait and retry.
VAT is wrong or missing
VAT is computed from your billing country. EU businesses can add a VAT ID to get reverse-charge invoices.
Watch for: add it before your next invoice. A VAT number entered afterwards does not retroactively change an invoice already issued.
If Lokom says "We couldn't verify this VAT ID" you can still save it, or re-check the number.
You can't find an invoice
Settings → Billing → Invoices. Lokom shows the last 50; older ones are in the Stripe portal. Each row has Download PDF and Copy shareable link.
For archival, download the PDF directly — shareable links are not permanent.
You cancelled and want to undo it
While the cancellation banner is showing ("Your subscription ends on <date>"), click
Keep subscription. You keep full access until the end date either way.
After cancellation, data is retained for 30 days and you can reactivate before the period ends.