Billing, trial, or access issues

Overview

This guide helps you fix problems starting a trial, completing a subscription through Stripe Checkout, or accessing a paid Moxie Docs workspace after payment. Use it if your trial won’t start, your payment doesn’t go through, or you can’t see paid features even though your team subscribed.

Before you start

• You can sign in to Moxie Docs.
• You know which Moxie Docs workspace you’re trying to use.
• You have permission in that workspace to manage billing or invite members (ask a workspace admin if you’re not sure).
• You can receive email at the address tied to your Moxie Docs account.

Trial does not start after you sign up

You created an account but don’t see a trial banner or paid features in your workspace.

1. Open your workspace and confirm you’re in the right one. If you have multiple workspaces, switch to the workspace where you expected the trial.
2. Refresh the page and sign out and back in to update your session.
3. Check with a workspace admin whether a trial already ran in this workspace. Trials are per workspace and might not be available again.
4. Start the trial from the workspace’s billing area if offered. If you see a button to begin a trial, click it and confirm.
5. Verify your email inbox for any confirmation from Moxie Docs and follow the link if asked to confirm account ownership.

• If you never see an option to start a trial, the trial may not be available for this workspace. Ask an admin to start a subscription instead.

Stripe Checkout does not complete

You clicked to subscribe and opened Stripe Checkout, but the payment failed or you were returned to Moxie Docs without a confirmation.

1. Return to Moxie Docs and open the workspace billing area, then select the option to subscribe again to generate a new Stripe Checkout session.
2. Confirm your email, billing address, and payment method in Stripe Checkout. Fix any card errors shown in Stripe (for example, expired card or insufficient funds) and submit again.
3. Wait on the confirmation screen until Stripe shows that payment succeeded, then continue back to Moxie Docs when prompted.
4. Refresh your workspace and check that the subscription status shows as active in the billing area.
5. Resend the receipt from Stripe if needed and save it for your records.

• If your bank declines the transaction, contact your bank to approve the charge, then try again.
• If the page times out, start a fresh Checkout session from the workspace billing area.

Charged, but workspace still shows free

You completed payment in Stripe, but Moxie Docs still looks like a free workspace or paid features are locked.

1. Refresh the workspace page and sign out and back in to update your session.
2. Open the billing area and check the subscription status. If it shows pending, wait a few minutes for Stripe to confirm, then refresh.
3. Confirm you’re viewing the correct workspace. Switch to the paid workspace if you have more than one.
4. Ask a workspace admin to confirm that your account is a member of the paid workspace. If not, request an invite.
5. If status is active but features are still locked, clear your browser cache or try another browser and sign in again.

Cannot access a paid workspace after being invited

Your team subscribed and invited you, but you don’t see the workspace or can’t use paid features.

1. Find the workspace invite email sent to your account address and click the invite link to join.
2. Sign in with the same email address the invite was sent to. If you have multiple accounts, use the invited one.
3. Confirm you can see the workspace in your workspace switcher and open it.
4. Check with the workspace admin that your role allows access to the needed features. If not, request an update to your role.

Subscription canceled or expired

You previously subscribed, but features are locked because the subscription ended.

1. Open the workspace billing area and review the subscription status and renewal date.
2. Update the payment method if it failed, then resume or renew the subscription from the billing area.
3. Refresh the workspace and confirm that features are available again.

Billing owner left the company

The person who set up billing is unavailable, and no one can manage the subscription.

1. Identify a current workspace admin who can access the billing area.
2. Have that admin open the billing area and update the billing contact and payment method.
3. If no admin can access billing, ask a current admin to promote a trusted member to manage billing, then update the billing details.

Still need help

• Recheck that you’re in the correct workspace and signed in with the right email.
• Confirm with a workspace admin that you have the needed access and that the subscription shows active in the billing area.
• If Stripe shows a successful charge and Moxie Docs still doesn’t reflect it after 15 minutes, contact your workspace admin to review billing and invite status.
• If the issue persists, contact Moxie Docs support with your workspace name, your account email, and the Stripe receipt email so we can investigate.