{"site":{"name":"Koji","description":"AI-native customer research platform that helps teams conduct, analyze, and synthesize customer interviews at scale.","url":"https://www.koji.so","contentTypes":["blog","documentation"],"lastUpdated":"2026-11-08T22:03:30.401Z"},"content":[{"type":"documentation","id":"9c38cce1-f04e-4a64-9338-c70e1a568850","slug":"payment-and-billing-issues","title":"Payment and Billing Issues","url":"https://www.koji.so/docs/payment-and-billing-issues","summary":"Troubleshooting guide for Koji payment and billing issues. Koji plans are Free (10 one-time credits), Insights at €29/month or €290/year (29 credits a month), Interviews at €79/month or €790/year (79 credits a month, 3 seats, extra seats €15/month) and Enterprise from €500/month. Each credit is worth €1: text interviews cost 1 credit and voice interviews 3. Extra credits cost from €1 each, bought manually or by optional auto-reload with a monthly limit. The guide covers failed payments, invoices, plan changes, cancellation, refunds and payment security via Stripe.","content":"## Troubleshooting Payment and Billing Issues\n\nKoji uses **Stripe** for all payment processing, providing enterprise-grade security and reliability. Here's how to resolve common billing issues.\n\n---\n\n## Ways to Pay for Koji\n\nKoji uses credits worth €1 each. A text interview costs 1 credit, a voice interview 3 credits and a report refresh 5 credits, on every plan.\n\n| Plan | Price | Credits |\n|---|---|---|\n| **Free** | Free | 10 one-time credits |\n| **Insights** | €29/month or €290/year | 29 credits every month |\n| **Interviews** | €79/month or €790/year | 79 credits every month, 3 seats included |\n| **Enterprise** | From €500/month or €6,000/year ([see plan](/enterprise)) | Committed volume (negotiated) |\n| **Extra credits** | From €1 per credit, one-time | 10 to 1,000 credits per purchase, 5% off from 51 credits, 10% off from 201 to 500 |\n\nAnnual billing gives two months free. Extra seats on Interviews cost €15/month or €150/year each. See the [plan comparison guide](/docs/plan-comparison-guide) for full details.\n\n---\n\n## Failed Payments\n\n### Why Payments Fail\n- **Expired card** -- your card on file has passed its expiration date\n- **Insufficient funds** -- the charge exceeds your available balance\n- **Bank decline** -- your bank flagged the transaction (common with international payments)\n- **3D Secure authentication** -- your bank requires additional verification\n\n### How to Fix a Failed Payment\n1. Go to **Account Settings** > **Billing**\n2. Click **Manage Billing** to open the Stripe billing portal\n3. Update your payment method with a valid card\n4. Stripe will automatically retry the failed charge\n\n### What Happens During a Failed Payment\n- Your subscription remains active for a **grace period** while Stripe retries\n- Stripe attempts the charge multiple times over several days\n- If all retries fail, your subscription may be paused\n- **No data is deleted** -- all studies, interviews, and reports are preserved\n- Once payment succeeds, full access is restored immediately\n\n---\n\n## Understanding Your Invoice\n\nYour Stripe invoice includes:\n\n| Line Item | Description |\n|---|---|\n| **Base subscription** | Your plan fee (Insights €29/month or Interviews €79/month, or the annual price) |\n| **Extra seats** | Additional Interviews seats at €15/month or €150/year each |\n| **One-time purchases** | Extra credit packs bought manually or by auto-reload |\n| **Proration** | Credits or charges for mid-cycle plan changes |\n| **Tax** | VAT/sales tax if applicable to your region |\n\nUsage itself never creates its own line item. Credits are only bought as one-time purchases.\n\n### Accessing Invoices\n1. Go to **Account Settings** > **Billing**\n2. Click **Manage Billing** to open the Stripe portal\n3. View and download all past invoices as PDF\n4. Invoices include a detailed breakdown of all charges\n\n---\n\n## Plan Change Issues\n\n### Upgrade Not Reflecting\nIf you upgraded but don't see new features:\n1. **Refresh the page** -- sometimes a hard refresh (Ctrl/Cmd + Shift + R) is needed\n2. **Check your subscription status** -- verify in Account Settings > Billing\n3. **Clear browser cache** -- cached data may show old plan details\n4. If the issue persists, contact support\n\n### Downgrade Timing\n- Downgrades take effect at the **end of your current billing period**\n- You retain full access to your current plan until then\n- Your credit allocation changes to the new plan's level at the next period\n\n### Proration on Upgrades\n- Upgrades take effect **immediately**\n- You receive a prorated credit for unused time on your old plan\n- You're charged the prorated rate for the new plan for the remaining days\n\n---\n\n## Unexpected Charges\n\n### Charges Beyond Your Plan Fee\nIf you see a charge beyond your base subscription, it is usually one of these:\n- An **extra credit pack** someone on your account bought (from €1 per credit)\n- An **auto-reload top-up**, if a workspace owner turned on auto-reload. Auto-reload never spends more than the monthly limit you set, and you can turn it off in your billing settings\n- **Extra seats** added to an Interviews plan\n- Check your usage and purchase history in your billing settings\n- See [Extra Usage and Top-ups Explained](/docs/overage-billing-explained) for what happens when your balance is empty\n\n### Currency\nAll Koji pricing is in **EUR**. Your bank may apply currency conversion fees if your card is in a different currency.\n\n---\n\n## Cancellation\n\n### How to Cancel\n1. Go to **Account Settings** > **Billing**\n2. Click **Manage Billing** to open the Stripe portal\n3. Select **Cancel Subscription**\n4. Your plan remains active until the end of the current billing period\n5. After cancellation, your account reverts to the Free plan\n\n### After Cancellation\n- **All data is preserved** -- studies, interviews, transcripts, reports\n- You keep Free plan access (but no new credits unless you have unused bonus credits)\n- You can resubscribe at any time to restore full access\n\n---\n\n## Refund Policy\n\n- **Annual plans:** Refunds are available within the first 14 days of purchase\n- **Monthly plans:** No refunds for partial months, but you can cancel anytime\n- **Extra credit packs:** contact support. Unused credits can be reviewed case by case\n- **Quality gate protection:** Remember that conversations scoring below 3/5 are never charged, reducing the likelihood of paying for unused value\n\nTo request a refund, contact the Koji support team with your account email and subscription details.\n\n---\n\n## Payment Security\n\nKoji never stores your card details directly. All payment processing is handled by **Stripe**, which is:\n\n- **PCI DSS Level 1 certified** -- the highest level of payment security compliance\n- **3D Secure supported** -- additional authentication for supported banks\n- **256-bit SSL encrypted** -- all payment data is encrypted in transit\n\nYour billing information is securely managed through Stripe's infrastructure, separate from Koji's application servers.","category":"Troubleshooting","lastModified":"2026-10-07T13:11:45.626443+00:00","metaTitle":"Payment & Billing Issues | Koji","metaDescription":"Troubleshoot Koji billing issues: failed payments, invoices, plan changes, extra credits, auto-reload, cancellations and refunds. All payments are secured by Stripe.","keywords":["koji billing issues","koji payment failed","koji invoice","koji cancellation","koji refund"],"aiSummary":"Troubleshooting guide for Koji payment and billing issues. Koji plans are Free (10 one-time credits), Insights at €29/month or €290/year (29 credits a month), Interviews at €79/month or €790/year (79 credits a month, 3 seats, extra seats €15/month) and Enterprise from €500/month. Each credit is worth €1: text interviews cost 1 credit and voice interviews 3. Extra credits cost from €1 each, bought manually or by optional auto-reload with a monthly limit. The guide covers failed payments, invoices, plan changes, cancellation, refunds and payment security via Stripe.","aiPrerequisites":["creating-your-account"],"aiLearningOutcomes":["Resolve failed payments","Understand invoice line items","Handle plan upgrades and downgrades","Cancel and manage your subscription"],"aiDifficulty":"beginner","aiEstimatedTime":"6 min read"}],"pagination":{"total":1,"returned":1,"offset":0}}