Billing and Subscription — Troubleshooting

Error: "Payment failed. Check your card details or try a different payment method"

Message: Payment failed. Check your card details or try a different payment method.

What it means: The payment provider declined the transaction. No funds were charged, and the subscription was not activated or renewed.

Possible causes:

• Insufficient funds on the card
• The bank declined the transaction (antifraud systems, online payment limits)
• The card has expired or is blocked
• Incorrect details entered (card number, expiration date, CVC)
• 3D-Secure is enabled but the procedure wasn't completed

What to do:

1. Check your card balance and make sure there are sufficient funds
2. Check whether online payments are blocked in your bank settings (call your bank)
3. Make sure the card hasn't expired
4. Try re-entering the card details — there may have been a typo
5. Try a different card
6. If your bank supports 3D-Secure — wait for the SMS confirmation code and enter it

Retry the run: yes

Reconnection required: no

When to contact support: If all cards are declined and the bank confirms the cards are active with sufficient funds. Or if you need an alternative payment method (bank transfer for legal entities).

What to send: Time of the payment attempt, amount, payment method (card/bank transfer), screenshot of the error (excluding confidential card data).

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Error: "The plan cannot be changed. You have active commitments"

Message: The plan cannot be changed. You have active commitments.

What it means: The system won't allow a plan change because the current plan has an active paid period or other restrictions exist.

Possible causes:

• The current plan is prepaid (annual subscription), and a change is only available after the paid period ends
• Downgrading is not possible because it would exceed the new plan's limits (e.g., number of sources or reports)
• A promo period is active and cannot be interrupted
• There are unpaid invoices on the account

What to do:

1. Check the end date of the current paid period in the "Billing" section
2. If downgrading — make sure the number of your sources, reports, and users fits within the new plan's limits
3. Remove excess sources and reports if they exceed the new plan's limits
4. Pay all outstanding invoices
5. Wait for the paid period to end and try again

Retry the run: yes (once conditions are met)

Reconnection required: no

When to contact support: If you urgently need to change plans and the conditions don't allow it (e.g., you need to downgrade, but the paid period continues for several more months), or if the limits are met and the error persists.

What to send: Current plan, desired plan, end date of the paid period, number of sources and reports, screenshot of the error.

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Error: "Account suspended. Contact support"

Message: Account suspended. Contact support.

What it means: Access to your Lightlead account has been suspended. You cannot log in or use the service until it's restored.

Possible causes:

• Unpaid invoices (payment overdue by more than 14 days)
• Violation of the terms of service
• Suspicious activity detected by the security system
• A suspension request from the account owner

What to do:

1. Check the email linked to the account — the system sends a notification with the reason for suspension
2. If the reason is non-payment: follow the link in the email to pay the outstanding balance
3. If the reason is unknown or you disagree with the suspension — contact support
4. If you suspect the account has been compromised — contact support immediately

Retry the run: yes (after the suspension is lifted)

Reconnection required: no

When to contact support: In all suspension cases except an obvious non-payment. Even for non-payment — if you've paid but access isn't restored within an hour.

What to send: Account email, date and time of the suspension, screenshot of the suspension screen (if any), payment screenshots (if you made a payment), the last email from Lightlead about the suspension.

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Error: "Invoice doesn't match the selected plan"

Message: Invoice doesn't match the selected plan.

What it means: The amount on the issued invoice differs from the cost of your selected plan. This isn't necessarily an error — there may be additional services or recalculations involved.

Possible causes:

• You added extra sources or users mid-period, beyond the plan's limit
• You activated the plan not at the start of the month — the amount was recalculated proportionally for the remaining days
• Taxes (VAT) weren't included in the plan's base price
• Discounts or promo codes were applied but aren't reflected correctly in the invoice
• The invoice was generated before the period ended and includes charges that aren't yet confirmed

What to do:

1. Go to "Billing" → "Payment History"
2. Expand the breakdown of the disputed invoice
3. Compare it line by line with your plan and the services used
4. Check the plan start date — the amount may be proportional to a partial month
5. If VAT applies — check whether the amount in your plan is shown with or without VAT

Retry the run: not applicable

Reconnection required: not applicable

When to contact support: If, after checking the breakdown, you still believe the amount is incorrect.

What to send: Invoice number, invoice date, plan, expected amount and actual amount, screenshot of the invoice breakdown from the "Billing" section.

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Error: "Failed to apply promo code"

Message: Failed to apply promo code.

What it means: The entered promo code cannot be applied to your account or plan.

Possible causes:

• The promo code has expired
• The promo code has already been used on this account
• The promo code is only valid for new accounts
• The promo code is intended for a different plan
• A typo when entering it

What to do:

1. Check the spelling of the promo code — enter it exactly as given in the source, including case and hyphens
2. Make sure the promo code hasn't expired
3. Check whether this promo code was used previously ("Billing" → "Promo codes")
4. Make sure the promo code is intended for your plan
5. If the promo code is for new users and you already have an active subscription — it won't apply

Retry the run: yes (with a different promo code)

Reconnection required: no

When to contact support: If the promo code was received from a Lightlead representative, its conditions are met, but it still won't apply.

What to send: The promo code (in full — it's single-use), your plan, the date of the activation attempt, screenshot of the error.