Payment and Billing Issues

Troubleshooting Payment and Billing Issues

Koji uses Stripe for all payment processing, providing enterprise-grade security and reliability. Here's how to resolve common billing issues.

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Failed Payments

Why Payments Fail

• Expired card — your card on file has passed its expiration date
• Insufficient funds — the charge exceeds your available balance
• Bank decline — your bank flagged the transaction (common with international payments)
• 3D Secure authentication — your bank requires additional verification

How to Fix a Failed Payment

1. Go to Account Settings → Billing
2. Click Manage Billing to open the Stripe billing portal
3. Update your payment method with a valid card
4. Stripe will automatically retry the failed charge

What Happens During a Failed Payment

• Your subscription remains active for a grace period while Stripe retries
• Stripe attempts the charge multiple times over several days
• If all retries fail, your subscription may be paused
• No data is deleted — all studies, interviews, and reports are preserved
• Once payment succeeds, full access is restored immediately

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Understanding Your Invoice

Your Stripe invoice includes:

Accessing Invoices

1. Go to Account Settings → Billing
2. Click Manage Billing to open the Stripe portal
3. View and download all past invoices as PDF
4. Invoices include a detailed breakdown of all charges

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Plan Change Issues

Upgrade Not Reflecting

If you upgraded but don't see new features:

1. Refresh the page — sometimes a hard refresh (Ctrl/Cmd + Shift + R) is needed
2. Check your subscription status — verify in Account Settings → Billing
3. Clear browser cache — cached data may show old plan details
4. If the issue persists, contact support

Downgrade Timing

• Downgrades take effect at the end of your current billing period
• You retain full access to your current plan until then
• Your credit allocation changes to the new plan's level at the next period

Proration on Upgrades

• Upgrades take effect immediately
• You receive a prorated credit for unused time on your old plan
• You're charged the prorated rate for the new plan for the remaining days

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Unexpected Charges

Overage Charges

If you see charges beyond your base subscription, these are likely overage credits:

• Overage is billed at €1/credit when you exceed your plan's included monthly credits
• Text interviews cost 1 credit, voice interviews cost 3 credits
• Check your usage in the Dashboard to see your credit consumption
• Set an overage cap to prevent future unexpected charges

Currency

All Koji pricing is in EUR (€). Your bank may apply currency conversion fees if your card is in a different currency.

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Cancellation

How to Cancel

1. Go to Account Settings → Billing
2. Click Manage Billing to open the Stripe portal
3. Select Cancel Subscription
4. Your plan remains active until the end of the current billing period
5. After cancellation, your account reverts to the Free plan

After Cancellation

• All data is preserved — studies, interviews, transcripts, reports
• You keep Free plan access (but no new credits unless you have unused bonus credits)
• Studies beyond the Free plan's 5-study limit will be paused
• Voice interview access is removed (Interviews plan feature)
• You can resubscribe at any time to restore full access

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Refund Policy

• Annual plans: Refunds are available within the first 14 days of purchase
• Monthly plans: No refunds for partial months, but you can cancel anytime
• Overage charges: Not refundable, as they represent actual usage
• Quality gate protection: Remember that conversations scoring below 3/5 are never charged, reducing the likelihood of paying for unused value

To request a refund, contact the Koji support team with your account email and subscription details.

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Payment Security

Koji never stores your card details directly. All payment processing is handled by Stripe, which is:

• PCI DSS Level 1 certified — the highest level of payment security compliance
• 3D Secure supported — additional authentication for supported banks
• 256-bit SSL encrypted — all payment data is encrypted in transit

Your billing information is securely managed through Stripe's infrastructure, separate from Koji's application servers.