Billing & Subscription Issues

DYNARA processes all payments through Paddle; most issues can be handled in Panel → Settings → Billing.

1. Payment Declined

Common causes:

3D Secure verification failed — bank card needs SMS verification; make sure your phone can receive it.
Cross-border transaction blocked — some Taiwan credit cards disable overseas authorization by default; call your issuer to enable it.
Insufficient balance or daily limit exceeded — use a different card or raise the limit.
Corporate card needs procurement approval — contact your finance team or use a personal card.

Change card: Settings → Billing → Payment Method → Update Card.

2. Quota Not Updated After Upgrade

Usually takes 1–2 minutes to take effect.
If still on the old plan after 5 minutes, refresh the page or sign out and back in.
If still not working, email [email protected] with your Paddle order number.

3. Downgrade or Cancel

Settings → Billing → Change Plan, pick a lower plan or Cancel.
Downgrade/cancellation takes effect at the end of the current billing cycle — you keep the original features until then.
After cancellation, data is retained for at least 30 days, not deleted immediately.

4. Get Invoices / Receipts

Settings → Billing → Invoices — every charge has a PDF invoice to download.
To change billing entity name or tax ID, edit Billing → Tax Info and re-download.
Taiwanese companies can fill in their unified business number and mark "company account" for tax-compliant invoices.

5. Duplicate Charge / Refund

If you're charged twice in the same cycle:

Check Invoices to confirm it's a real duplicate (sometimes a pre-auth + actual charge).
If truly duplicated, go to Billing → Contact Support to request a refund.
Refunds typically arrive at the original payment method in 5–10 business days.

6. Charges After Trial

The trial auto-renews at the end; cancel before the last trial day if you don't want to continue.
A reminder email is sent 3 days before the trial ends.