Troubleshooting → Account, sign-in & billing

I paid, but my household still says free

A payment and a household are two different records, and they are joined by the join code you enter at checkout. If that step was skipped, the payment exists and has nothing to attach to.

What is probably going on

Most likely

Checkout was completed without a household code. The upgrade page now requires one before it will send you to payment, but a payment made before that change has nothing linking it.

Check this firstYour dashboard shows the free tier and you have a receipt.

Report it with the email address on the receipt and your household id — the id is enough, and we do not need the card details.
An operator links them, with the reason recorded.

Cause 2

The payment succeeded and the confirmation has not arrived back yet. It is normally seconds.

Check this firstYou paid within the last few minutes.

Reload the dashboard once.

Cause 3

You are signed in to a different household than the one you upgraded.

Check this firstThe household id on your dashboard is not the one you pasted at checkout.

Next door to this

I want to change my card, download an invoice, or cancel The sign-in link never arrives

Still stuck?

Two doors, and neither of them is a queue you never hear back from.

Report this — it did not work Have a technician do it with you Sign in to my household

Last checked 2026-08. Nothing on this page was written by a model — a made-up menu path is worse than no instruction at all, and this is the page somebody reads when they are already stuck.