Home 9 Troubleshooting 9 Billing and Payment Issues

Billing and Payment Issues

Having trouble with your LiteWork subscription, payments, or billing? Here are solutions to common issues.

Payment Failed

Why payments fail

Common reasons for failed payments:

  • Card expired — Your card passed its expiry date
  • Insufficient funds — Not enough available credit/balance
  • Card declined — Your bank declined the transaction
  • Incorrect details — Card number or CVV entered wrong
  • International transaction blocked — Some banks block overseas transactions

How to fix

  1. Go to LiteWork Settings → Billing
  2. Click Manage Billing to open the Stripe portal
  3. Update your payment method with a valid card
  4. The payment will be retried automatically

If the payment still fails, try a different card or contact your bank to authorize the transaction.

What happens when payment fails

  • Stripe retries the payment automatically over several days
  • You’ll receive email notifications about the failed payment
  • Your subscription status changes to “Past Due”
  • After multiple failures, you may lose editing access (read-only mode)

Update your payment method as soon as possible to restore full access.

Subscription Issues

Can’t upgrade from trial

Make sure:

  • You’re signed in as the Owner (only Owners can manage billing)
  • You’re on the Billing settings page (LiteWork Settings → Billing)
  • Your card details are valid

If the checkout page won’t load, try clearing your browser cache or using a different browser.

Charged the wrong amount

Check what might have caused an unexpected charge:

  • Annual billing — Annual plans charge the full year upfront
  • Proration — Upgrading mid-cycle charges the prorated difference
  • GST — New Zealand customers pay 15% GST on top of listed prices
  • Currency conversion — Non-NZD cards may have exchange rate fees from your bank

View your invoice in LiteWork Settings → Billing to see the breakdown.

Subscription didn’t activate

If you completed checkout but your subscription shows as inactive:

  1. Wait a few minutes—it can take time to process
  2. Refresh the page
  3. Sign out and sign back in
  4. Check your email for a payment receipt from Stripe

If the issue persists, contact support@litework.nz with your receipt.

Still showing as “trialing” after subscribing

This usually resolves within a few minutes. Try refreshing the page. If it persists after 15 minutes, contact support.

Invoice and Receipt Issues

Need a receipt for a payment

  1. Go to LiteWork Settings → Billing
  2. Scroll to Billing History
  3. Click any invoice to view or download the PDF

Receipts are also emailed to you after each payment.

Need to change billing details on invoices

To update your business name or address on future invoices:

  1. Go to LiteWork Settings → Billing
  2. Click Manage Billing
  3. Update your billing information in the Stripe portal

Changes apply to future invoices only. Past invoices can’t be modified.

Missing invoice

Check your email for receipts from Stripe. If you can’t find an invoice in the Billing History, contact support@litework.nz.

Plan and Limit Issues

“Document limit reached”

You’ve created the maximum documents for the month on your current plan. Options:

  • Wait — The limit resets on your billing date
  • Upgrade — Higher plans have higher limits

See Understanding Usage Limits for details.

“Team member limit reached”

You’ve reached your plan’s maximum team members. Either remove an existing member or upgrade to a higher plan.

Can’t downgrade

You can only downgrade if you’re within the limits of the new plan. Check:

  • Team members don’t exceed the new plan’s limit
  • Companies don’t exceed the new plan’s limit

Remove team members or delete companies before downgrading.

Cancellation Issues

Canceled but still being charged

Check your subscription status in LiteWork Settings → Billing:

  • If it says “Canceled” with an end date, you won’t be charged after that date
  • If it shows “Active,” the cancellation may not have completed—try again

If you see unexpected charges after your subscription should have ended, contact support@litework.nz immediately.

Want a refund

LiteWork doesn’t offer automatic refunds, but contact support@litework.nz to discuss your situation. Include:

  • Your account email
  • Which charge you’re disputing
  • Reason for the refund request

Access Issues After Payment Problems

Account is read-only

Read-only access means your subscription has expired or payment has failed. Go to LiteWork Settings → Billing to:

  • Update your payment method if there was a failed payment
  • Subscribe to a plan if your trial or subscription ended

Full access is restored immediately once payment succeeds.

Getting Help

For billing issues not covered here, contact support@litework.nz with:

  • Your account email
  • Description of the issue
  • Any error messages
  • Receipt or invoice number if relevant

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