1. Overview
Need help with your subscription or payment? This guide covers common issues and how to resolve them.
Upgrading your plan should be seamless, but sometimes issues can occur due to account status, payment validation, or subscription conflicts. If you're facing difficulties with payments or subscriptions, this guide will help you identify the problem and find a solution.
2. Common Subscription Errors
You might encounter these messages while upgrading or managing your subscription:
Plan Access Issues
Upgrade Error
What this means
You already have an active paid plan on your account. MindMap AI only allows one active plan per account at a time, whether it's a subscription or lifetime plan.
How to resolve
- Check your account settings to view your current plan details
- If you want to upgrade from Basic to Pro subscription:
- First cancel your Basic subscription from account settings
- After your current billing period ends, you can upgrade to Pro
- For an immediate upgrade, contact our support team
- If you have a lifetime plan and want to upgrade to a higher tier, contact our support team for assistance
- Need more credits but want to keep your current plan? Add-on credits are available for all subscription plans
Upgrade Error
What this means
The subscription plan you selected either doesn't exist in our system or has been discontinued.
How to resolve
- Refresh the page and try selecting a plan again
- Visit our pricing page to view current available plans
- If the problem persists, contact our support team
Credit Purchase Issues
Add Credits Error
What this means
Add-on credits are only available with subscription plans (monthly or yearly). Free plans don't support purchasing additional credits.
How to resolve
- Upgrade to a subscription plan (Basic or Pro) with either monthly or yearly billing from our pricing page
- All subscription plans support add-on credit purchases when you need more than your monthly allocation
- Alternatively, consider a lifetime plan with a large allocation of anytime credits (100,000 to 500,000) that never expire
Add Credits Error
What this means
Lifetime plans include a large number of anytime credits (100,000 for Lite, 200,000 for Plus, and 500,000 for Ultimate) but don't support add-on credits. Add-ons are exclusively available for subscription plans.
Options when lifetime credits are depleted
- Purchase another lifetime plan to add more credits to your account
- Switch to a subscription plan (monthly or yearly) that supports add-on credits
- For special requirements, contact our support team at support@mindmapai.app
3. Payment Processing Status
After completing your payment, you'll be directed to a confirmation page where you can track the status of your subscription or credit purchase.
During payment processing, you might see the following status messages:
Payment Status
What this means
This is a normal part of the payment process. When you see this message, our system is communicating with Stripe (our payment processor) to verify your payment.
What to expect
- This verification typically takes less than 30 seconds
- The system will automatically update when verification is complete
- Do not refresh the page or navigate away during this process
- If this message persists for more than 5 minutes, you can safely refresh the page
Invalid Payment Session
What this means
Payment sessions are temporary and can only be used once. This error occurs when you try to access an expired session or one that has already been completed.
How to resolve
- Return to the subscription or add credits page to start a new payment process
- Don't use browser back buttons during payment
- Complete the payment within 30 minutes of starting
- Check your account to see if your previous payment was successful
Incorrect Payment Type
What this means
Our system detected a mismatch between the expected payment type and the one that was processed. This is rare but can happen with certain payment methods.
How to resolve
- Try using a different payment method (credit card instead of debit, for example)
- Check if your payment method has any restrictions for subscription services
- If using a corporate card, verify it allows recurring payments
- Contact our support team for assistance if the problem persists
Payment Not Completed
What this means
The payment process was started but wasn't completed. This could happen if you closed the browser midway, encountered network issues, or your card was declined.
How to resolve
- Try the subscription or add credits process again from the beginning
- Ensure you have a stable internet connection
- Check that your card has sufficient funds
- Verify the billing information matches exactly what's on file with your bank
- Try a different payment method if available
4. Payment Successful But Plan Not Activated
In rare cases, you might be charged but not see your plan or credits activated immediately. Don't worry - we can help resolve this.
Common Causes
1. Technical Connection Issues
Sometimes there may be a delay in communication between our payment processor (Stripe) and MindMap AI's systems. This usually resolves automatically within a few minutes.
2. Multiple Account Confusion
If you have multiple MindMap AI accounts, you might have initiated the purchase from one account but entered a different account's email during the Stripe payment process.
In this case, the plan or credits will be activated on the account where you started the purchase, not the account associated with the email you entered at payment.
How to Resolve
- Wait 5-10 minutes, then check your account settings to see if the plan or credits have been activated
- Log out and log back in to refresh your session
- Verify which account you used to initiate the purchase process
- Check your email for payment confirmation from Stripe
- If the issue persists after 30 minutes, contact our support team with your payment receipt
5. Managing Your Subscription
You can cancel or renew your subscription at any time through your account settings.
How to Cancel Your Subscription
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Go to Your Account Settings
Navigate to the Current Plan section where you can see your subscription details.
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Click on "Manage Subscription"
This will redirect you to the Stripe billing portal where you manage your payment details.
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Select "Cancel Subscription"
You'll be asked to confirm your cancellation.
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Confirm Cancellation
Your subscription will remain active until the end of your current billing cycle.
After cancellation, you'll continue to have access to your paid features until the end of your current billing period.
Automatic Renewals & Manual Renewal
Automatic Renewals
Your subscription automatically renews at the end of each billing cycle unless you cancel it. You'll be charged the same rate as your current plan.
Renewing a Canceled Subscription
If you previously canceled your subscription and want to renew it, follow these steps:
- Go to Your Account Settings
- Click on "Manage Subscription"
- Select "Renew Subscription" or "Reactivate"
- Confirm your payment details
Changing Your Plan
To switch to a different plan:
- Cancel your current subscription following the steps above
- Wait for your current subscription period to end
- After your subscription expires, return to the pricing page
- Select your new desired plan
- Complete the checkout process for the new plan
Important: You cannot change an active subscription through self-service.
Options for changing plans:
- Cancel your current plan and wait for it to expire before purchasing a new one
- For immediate assistance with plan changes, contact our support team
6. Still Need Help?
For billing inquiries or payment issues, please contact our support team. Include your account email and any relevant payment confirmation numbers or screenshots to help us assist you faster.