Billing and payment help
What to do when a payment fails, how to update your card, where to find invoices, and how mid-cycle plan changes are charged. The quick fixes for the most common billing questions.
What you'll learn
- Recover quickly from a failed payment before access is affected
- Update your card and find every invoice in one place
- Understand how a mid-cycle plan change is charged
Billing questions almost always arrive at the worst moment: a card expired over the weekend, an invoice needs to go to finance today, or someone changed the plan and the next charge does not look like what they expected. None of these need a support ticket. Everything you need lives in one place, on the Settings then Billing page, and this guide walks through the four situations that come up most.
Why this matters
A failed payment does not lock you out instantly. VEXORS gives you a grace window to fix it before anything changes. Knowing where the controls are, and acting inside that window, is the difference between a thirty-second fix and a disrupted account. The same page also holds every invoice your finance team will ask for, so you are never reconstructing receipts from email.
Billing is an admin-only area. If you are a Member, you will not see the Billing page. Ask an Admin on your team to make any of the changes below. This keeps payment details and plan decisions with the people responsible for them.
When a payment fails
A payment can fail for ordinary reasons: an expired card, a new card number, or a bank declining an unfamiliar charge. When it happens, VEXORS does not cut you off. Instead, a banner appears at the top of Settings then Billing telling you the payment did not go through, and your account enters a grace period.
During the grace period your account keeps working normally. The banner shows how long you have to resolve it. The fix is almost always the same: update the card on file, then the outstanding amount is collected again automatically.
Open Billing and read the banner
Go to Settings then Billing. A banner at the top explains the payment failed and shows the time remaining in your grace window. Your access is not affected yet.
Update the card and let it retry
Select Update payment method in the banner, or use the Payment Method card lower down the page. Enter the new card on the secure card payment form. Once a valid card is on file, the outstanding charge is collected again automatically. The banner clears when payment succeeds.
Fix it inside the grace window. If the grace period passes without a successful payment, the account moves to a suspended state and access is restricted until the overdue amount clears. You can still update the card and pay from the same page to restore access, but it is far smoother to act while the grace banner is showing.
Updating your payment method
You do not need a failed payment to change your card. Update it any time a card is about to expire or you are switching to a company card.
On Settings then Billing, find the Payment Method card. It shows the card currently on file, for example "VISA ending in 4242" with its expiry. Select Update to open the secure payment portal, where you can add a new card or replace the existing one. Your card details are handled on the secure payment form, never stored in plain view on VEXORS.
Payment method on fileFinding your invoices
Every charge VEXORS makes produces an invoice, and they all live on the same page. On Settings then Billing, the Invoice History card lists them with the billing period, date, amount, and a status of Paid or Open.
- Search by typing in the search box to narrow a long list.
- Filter by status to show only Paid or only Open invoices.
- Sort by newest, oldest, period, or amount.
- Download any invoice as a PDF using the download icon on its row, ready to forward to finance.
Credit top-up receipts appear here too, alongside your subscription invoices, so there is one place to find any charge.
How mid-cycle plan changes are charged
When you change your plan or seat count partway through a billing period, VEXORS does not make you pay for a full new period or waste what you already paid. Instead, the change is prorated: you are charged only for the portion of the period that remains.
Proration| What you change | How it is charged |
|---|---|
| Upgrade to a higher plan mid-cycle | You pay the prorated difference for the days left in the current period, then the full new rate from the next renewal. |
| Add seats mid-cycle | The added seats are prorated for the remaining days and added to your next invoice. |
| Reduce seats | The reduction is scheduled for your next renewal. You keep your full seat count until then, so there is no mid-cycle refund or charge. |
| Move to a lower plan | The downgrade takes effect at your next renewal, not immediately. You keep your current plan and its limits until the period ends. |
An upgrade halfway through the month
You are on Grow and upgrade to Scale on the fifteenth of a thirty-day period. You are not charged a full month of Scale on top of the Grow you already paid. You pay only the prorated difference between the two plans for the fifteen days remaining, and your next renewal is a clean full month at the Scale rate. The line items for these adjustments appear on your next invoice in Invoice History.
What comes next
If your question was about a specific charge on an invoice, the Payment and invoices guide breaks down what each line means. If you are weighing a plan change before you make it, Manage your subscription covers upgrades, downgrades, and seats in full.
Next steps
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