Billing Issues
Payment failed
Section titled “Payment failed”If your payment fails, VisibilityIQ retries the charge automatically on days 3, 5, and 7 after the initial failure. During the retry window, your account remains active.
If all retries fail, your account is downgraded to the free tier at the end of your current billing period. You’ll receive email notifications before and after each failed attempt.
To fix a failed payment:
- Go to Account → Billing → Payment method
- Update your card details
- Click Retry payment to trigger an immediate retry
If your payment method is correct but payments are still failing, contact your bank — some banks block recurring SaaS charges by default.
I was charged the wrong amount
Section titled “I was charged the wrong amount”If you upgraded or downgraded mid-cycle, your invoice may include a prorated credit or charge. Go to Account → Billing → Invoices to see the itemized breakdown.
If the charge still doesn’t make sense, email support@visibilityiq365.com with the invoice number and we’ll explain the calculation.
Plan limits reached
Section titled “Plan limits reached”VisibilityIQ enforces per-plan limits on:
- Projects — number of distinct domains you can audit
- Crawl quota — total pages crawled per month across all projects
- Keyword tracking — total keywords tracked across all projects
- Team members — users in your organization
When a limit is reached, the affected feature is paused (not deleted). Upgrading your plan restores access immediately.
Check current usage vs limits at Account → Billing → Usage.
Cancellation and refunds
Section titled “Cancellation and refunds”You can cancel your subscription at any time from Account → Billing → Cancel subscription. Your account remains active until the end of the current billing period. No partial refunds are issued for unused time in a period.
If you cancel and then want to resubscribe, your historical audit data is retained for 90 days. After 90 days, project data is deleted.
Downloading invoices
Section titled “Downloading invoices”All invoices are available under Account → Billing → Invoices as PDF downloads. If you need invoices for a period before your current account history, contact support.
VAT and tax
Section titled “VAT and tax”If your business is based in the EU and you have a VAT number, add it at Account → Billing → Tax information. VAT will be applied according to your location if required, or removed if a valid VAT number is on file.
Questions not covered here
Section titled “Questions not covered here”Email support@visibilityiq365.com with your account email and a description of the billing issue. Billing questions receive priority response within one business day.