Troubleshooting | Billing & Plan Issues
Card declined on your plan payment, trial expiry surprises, or an invoice you don't recognise — your Orbit subscription, demystified.
Your Orbit subscription bills like any card payment — and fails like one too. The common situations:
Plan payment declined
Update the card at Settings → Plan & Billing → Add payment method. Expired cards are the usual story.
A declined retry isn't the end — the billing flow retries before anything lapses. Fix the card and the next retry settles it.
Bank-side blocks on recurring online payments happen — a quick call approving the charge fixes it permanently.
Trial ended and things changed
When the 14-day trial expires without a plan chosen, selling stops until you pick one — your data, products and settings are all intact; the storefront just needs a paid plan. Choose at Settings → Plan & Billing and everything resumes (see Getting Started | Choosing a Plan).
An invoice you don't recognise
Check what it covers on Plan & Billing — plan charge, plugin subscriptions (each plugin bills its own subscription), or usage items like shipping labels bought through Orbit Shipping.
Multi-store accounts: each store bills separately — the invoice is from the store named on it.
Still unrecognised after that? Contact support with the invoice number — don't dispute with your bank first, as chargebacks freeze accounts while they're investigated.
Downgrade or cancel
Plan changes happen at period end, not mid-cycle — schedule the change and it applies at renewal. Nothing is prorated mid-month, so time it.
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