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ZeroTwo uses Stripe for all payment processing. Most billing actions — updating your payment method, viewing invoices, and canceling — are handled through the Stripe Customer Portal, accessible from Settings → Account → Manage Subscription.
For Business plan billing, use the admin billing page at /admin/billing. For individual plans, use Settings → Account → Manage Subscription.

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Billing Troubleshooting

When a payment fails, your plan access may be suspended until the payment is resolved. Here’s how to fix it:
  1. Go to Settings → Account → Manage Subscription to open the Stripe Customer Portal
  2. Click Update payment method and enter a new card or update the existing card details
  3. Ensure the billing address matches the address on file with your card issuer — mismatched billing addresses are a common cause of declines
  4. If the card details are correct, contact your bank — some banks block international or online charges by default. Ask them to allow charges from Stripe/ZeroTwo.
  5. Try a different payment method if the card continues to be declined
Common reasons for card declines:
  • Insufficient funds
  • Card expired
  • Billing address mismatch
  • Bank fraud protection blocking the charge
  • Card not enabled for online transactions
If you’ve resolved the payment method but the subscription still shows as past due, contact reed@zerotwo.ai.
After upgrading your plan, your new features should be available almost immediately. If they’re not:
  1. Wait 60 seconds — plan updates take a moment to propagate
  2. Hard refresh the page with Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows/Linux) to clear cached state
  3. Log out and log back in — this refreshes your session with your new plan permissions. Go to Settings → Account → Sign Out, then log in again.
  4. Wait up to 5 minutes — in rare cases, plan sync can take a few minutes
If your plan is still not updated after 5 minutes: Contact reed@zerotwo.ai with your order confirmation email from Stripe. Include the email address on your ZeroTwo account so we can verify and manually sync your plan.
Before contacting support, check these common explanations for unexpected charges:
  1. Open the Stripe Customer Portal (Settings → Account → Manage Subscription → Invoice History) to see a full record of all charges and what each one was for
  2. Annual plans charge the full year upfront — if you switched to annual billing, the full year’s amount is charged at once. This is not a double charge; it’s the expected billing behavior.
  3. Seat changes on Business plans — adding or removing seats mid-billing-cycle results in prorated charges. A charge for a partial month is normal when seats are adjusted.
  4. Upgrade prorating — upgrading from a lower to a higher plan mid-cycle charges the prorated difference for the remainder of the billing period
If a charge looks genuinely incorrect (duplicate charge, amount doesn’t match your plan, charge after cancellation): contact reed@zerotwo.ai with your invoice number and a description of the issue. Include the email address on your ZeroTwo account.
When you cancel your ZeroTwo subscription:
  • Cancellation takes effect at the end of your current billing period — you keep full access until that date
  • You will not be charged again after the period ends (unless you resubscribe)
  • You should receive a confirmation email from Stripe when cancellation is processed
If you were charged after your billing period ended:
  1. Verify the cancellation was processed by checking the Stripe Customer Portal — look for a “Canceled” status on your subscription
  2. If Stripe shows the subscription as active, the cancellation may not have gone through. Cancel again through Settings → Account → Manage Subscription → Cancel Plan
  3. If the subscription shows as canceled but you were still charged, contact reed@zerotwo.ai with your Stripe invoice showing the charge and your cancellation confirmation
Canceling your account (deleting your ZeroTwo account) is separate from canceling your subscription. Make sure you cancel through the Stripe Customer Portal, not just by deleting the account.
After upgrading to a Business plan, you need to refresh your session to get the new admin permissions:
  1. Log out — go to Settings → Account → Sign Out
  2. Log back in — your session will be refreshed with Business plan permissions
  3. Navigate to /admin — you should now have access to the admin panel
Also verify:
  • You are the account owner (the person who created and paid for the Business plan). Admin panel access is not automatically granted to members — only the owner and admins have it.
  • If you were added as a member by someone else, ask the workspace owner to grant you Admin or Owner role from /admin/members
If you’re the owner and still can’t access the admin panel after logging out and back in, contact reed@zerotwo.ai.
The ZeroTwo Business plan free trial is 14 days. Here’s how it works:
  • When you start a Business trial, your card is validated but not charged immediately
  • At the end of 14 days, the card on file is automatically charged for the first month (or year, if you selected annual billing) unless you cancel first
  • There are no automatic reminders from ZeroTwo — it’s your responsibility to cancel before the trial ends if you don’t want to be charged
To cancel the Business trial before it ends:
  1. Go to Settings → Account → Manage Subscription (or /admin/billing)
  2. Open the Stripe Customer Portal
  3. Cancel the subscription before the trial end date
If you were charged and didn’t intend to be: contact reed@zerotwo.ai within a few days of the charge. We’ll review the situation.
The Stripe Customer Portal is available at Settings → Account → Manage Subscription.If the “Manage Subscription” button is missing:
  • You may be on the Free plan — free plan accounts don’t have a Stripe Customer Portal because there’s no active subscription to manage
  • To access the portal, you need an active paid subscription. Upgrade first from zerotwo.ai/pricing
For Business plan billing:
  • Use /admin/billing rather than the personal settings page
  • Only the workspace Owner (and Admins with billing access) can access Business billing
If the button is present but clicking it doesn’t open the portal:
  • Make sure pop-ups are allowed for zerotwo.ai in your browser
  • Try in a different browser or an incognito window
  • Contact reed@zerotwo.ai if it still doesn’t work

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Billing Quick Reference

IssueFirst Step
Card declinedUpdate payment method in Stripe Customer Portal
Plan not updated after upgradeHard refresh → log out → log back in
Unexpected chargeCheck invoice history in Stripe Customer Portal
Still charged after cancellationVerify cancellation status in Stripe Portal
Business admin panel inaccessibleLog out and log back in
Trial ended unexpectedlyCancel via Stripe Portal before trial end date
Can’t find Manage SubscriptionFree plan has no portal; upgrade first

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Contact Support

For billing issues not resolved by the steps above, email reed@zerotwo.ai. Include:
  • Your account email address
  • The Stripe invoice number (if applicable)
  • A description of the issue