Billing & access problems

Start in the correct workspace's Billing page. The current subscription, pending request, and confirmed access period are the reference for deciding what to do next.

Checkout returned but access has not changed

1. Open Billing and review the pending request.
2. Use Check status or refresh the subscription state when offered.
3. Review payment history and any action requested by the payment provider.
4. If confirmation remains pending, contact support with the time and safe payment/request reference.

A return URL, browser message, or closed checkout window is not proof that payment was accepted or that access was activated. Avoid opening duplicate checkouts while an earlier request is reserved or being confirmed.

Checkout was not completed

Use Continue checkout for the existing request when the page offers it. Closing a checkout does not immediately establish that the provider canceled or expired the request. If the link is unavailable, check status before starting another checkout.

Payment needs attention

Open Manage payment details, update the information requested by the provider, and return to check the subscription state. Existing access continues only through the access period confirmed on the Billing page.

An upgrade has not increased capacity

Check the plan change and payment confirmation. The higher limit opens after successful payment; selecting or previewing the new plan does not activate it.

A downgrade has not taken effect

Review the effective date shown in the change preview and subscription. Downgrades and cycle changes can be scheduled for the next renewal. Check the selected accounts to retain when moving to a smaller plan.

A disconnected account still uses a slot

An allocated account can consume capacity while disconnected. Review whether its operation has safely stopped and whether any earlier request is pending. See MT5 account capacity.

I cannot manage billing

Verify that you are the owner of the active workspace. Prices, payments, and subscription actions are restricted to the workspace owner. If billing is disabled for the environment, follow the displayed access information or contact support.

Access expired while positions were open

The Billing page states that expiration stops new opening orders and retains existing position protection, closing, and reduction capabilities. These remain subject to normal account and broker conditions. Inspect the broker's actual positions; billing expiry is not a position-close confirmation.

Billing guide → · Contact support →