Subscription Issues

Experiencing issues with your Firebuzz subscription? This guide helps you resolve common subscription problems quickly and efficiently.

Common Subscription Problems

Plan Not Updating After Upgrade

You upgraded your plan but don't see the new features.

Solution:

1. Wait a few minutes — Changes can take 1-2 minutes to propagate
2. Refresh your browser — Hard refresh with Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
3. Sign out and back in — This refreshes your session permissions
4. Check your subscription status:
   • Go to Settings > Subscription > Plan tab
   • Verify the new plan name appears
   • Check that your billing date is updated

Features Missing From My Plan

You can't access features that should be included in your plan.

Solution:

1. Verify your current plan:
   • Go to Settings > Subscription > Plan tab
   • Confirm which plan you're subscribed to
   • Check the feature list for your tier
2. Check plan limits:
   • Some features have usage limits (credits, seats, projects)
   • View your current usage in Settings > Subscription > Usage tab
3. Confirm subscription is active:
   • Look for any Draft Past Due or Canceled status
   • Ensure your trial hasn't expired
4. Check workspace permissions:
   • Some features require owner/admin role
   • Verify your role in workspace settings

Trial Not Starting

You signed up but didn't receive your free trial.

Solution:

1. Check if trial already used:
   • Free trials are one per account
   • If you previously tried Firebuzz, you may not be eligible
2. Verify email confirmation:
   • Complete email verification if prompted
   • Check spam folder for verification emails
3. Check subscription status:
   • Go to Settings > Subscription > Plan tab
   • Look for "Trial" badge or trial end date

Trial Ended Too Early

Your trial ended before the 14 days.

Solution:

1. Check trial start date:
   • Go to Settings > Subscription > Plan tab
   • View your trial period dates
2. Verify you didn't convert early:
   • Clicking Upgrade Now during trial starts paid billing
   • Check your invoice history for charges
3. Consider timezone differences:
   • Trials end at midnight UTC on the end date
   • This may differ from your local time

Can't Cancel Subscription

The cancel option isn't working or is grayed out.

Solution:

1. Check your permissions:
   • Only workspace owners can cancel subscriptions
   • Ask the owner to cancel or transfer ownership to you
2. Check subscription status:
   • Already-canceled subscriptions can't be canceled again
   • Look for "Canceling at period end" status
3. Try the Stripe portal:
   • Go to Settings > Subscription > Billing tab
   • Click Manage Billing Information
   • Cancel through the Stripe Customer Portal

Downgrade Not Processing

You're trying to downgrade but can't complete the change.

Solution:

1. Check validation errors:
   • You can't downgrade if current usage exceeds new plan limits
   • Review the error message for specifics
2. Reduce usage first:
   • Remove extra team members if exceeding seat limit
   • Archive projects if exceeding project limit
   • Delete unnecessary campaigns or landing pages
3. Wait for current period:
   • Downgrades take effect at the end of your billing cycle
   • The change is scheduled, not immediate

Subscription Stuck in "Incomplete" Status

Your subscription shows as incomplete.

Solution:

1. Complete payment:
   • Go to Settings > Subscription > Billing tab
   • Check for pending payment requests
   • Update payment method if needed
2. Verify payment method:
   • Ensure a valid card is on file
   • Check that the card has sufficient funds
3. Check for 3D Secure:
   • Some banks require additional verification
   • Complete any authentication prompts from your bank

Can't Add Add-ons

The add-on purchase option is disabled.

Solution:

1. Check trial status:
   • Add-ons can't be purchased during trial
   • Convert to paid subscription first by clicking Upgrade Now
2. Check subscription status:
   • Add-ons require an active subscription
   • Can't add if subscription is canceling or past due
3. Check permissions:
   • Only owners/admins can purchase add-ons
   • Verify your role in workspace settings

Credits Not Refreshing

Your monthly credits didn't reset at the billing date.

Solution:

1. Verify your billing date:
   • Go to Settings > Subscription > Plan tab
   • Check "Next billing date"
   • Credits reset on this date
2. Check subscription status:
   • Credits only renew for active subscriptions
   • Canceled or past due subscriptions may not receive new credits
3. Consider timezone differences:
   • Credits refresh at your billing time in UTC
   • May appear delayed in your local timezone

Preventing Subscription Issues

Avoid common subscription problems by following these best practices:

• Note your billing cycle dates and credit refresh schedule
• Keep payment method up to date to avoid service interruption
• Monitor usage regularly before it exceeds plan limits
• Read billing emails promptly when received
• Hard refresh your browser after plan changes to see updates

FAQ

Troubleshooting

For payment-related issues, see Payment Failed.

Related Resources

• Subscription Overview
• Upgrading Your Plan
• Downgrading Your Plan
• Free Trial