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What if my payment fails when Reactivating or Upgrading from a Trial?

Payment Problems

We understand that sometimes there can be reasons out of your control that can affect payments. Issues with card expiration dates, changing banks, and many other situations can cause complications with payments.

While we can't fix many of these issues for you, we are happy to help with what we can and do our best to ensure any issues are resolved as soon as possible so you can get back to learning! The information you'll find here will cover what happens if there is a problem with a payment for Reactivation or upgrading from a Trial. Please see this article for payment failures related to subscription renewals.

NOTE: If you have a Team/Enterprise Account, please contact our Customer Success Team and they will be happy to assist you. The details on this page may not apply for some Team Accounts.

Activate/Upgrade from a Trial

At the end of the trial period, the payment is attempted automatically and the amount is based on the plan you have chosen. The payment is only attempted once when upgrading or activating from a Trial.

If there is a problem with the payment and we are unable to collect the amount of the purchase, your account will be downgraded to the Free Community Edition. This will limit your access to most courses and features, but all your progress and account history are saved for easy reactivation. 

We will send you an email notifying you of the payment failure with details on the transaction and payment attempt. You can then log in once the issue has been resolved and upgrade to the plan of your choice from this page.

Reactivate/Upgrade from Community Edition

When reactivating or upgrading from a Community Edition account, the payment is only attempted once. If there is a problem with the payment it will be displayed on the upgrade screen and your account will remain on the Community Edition. You can attempt the upgrade again at any time. 

If you wish to try with a different payment method, simply choose the plan, then select the option for PayPal or Credit Card and enter the new payment method details. 

Contact us or submit a ticket if you have any questions or need any assistance! We are happy to help and will get back to you as soon as possible.

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