Payment Troubleshooting
Fixes for common payment and billing problems, and how to reach us when something doesn't look right.
Answers to payment questions that come up, and how to get help with anything not covered here.
Billing currency
Fiber is priced in US dollars. Plans, subscriptions, and top-ups are all listed in USD.
I was charged in a currency other than USD
At checkout, our payment processor can show prices in a local currency instead of USD. It decides this from signals such as your location when you check out and the country your card was issued in. Fiber doesn't choose it, and there's no setting on your side that controls it.
Once a subscription starts in a local currency, its renewals stay in that currency, and what you pay can shift as exchange rates move.
We can move you to a subscription billed in USD. Email adi@fiber.ai with your account email and the currency you were charged in. When we switch you:
- Your plan stays the same. Only the billing currency changes.
- You aren't charged again for the current period. You already paid for it, so there's no new charge and no proration.
- Your next charge is in USD, on your usual renewal date.
I'm outside the US. Which currency should I pay in?
Pay in USD. Our prices are set in dollars, so paying in USD means you pay exactly the listed price. Paying in another currency adds a conversion step at the processor's exchange rate, and the amount can shift from one renewal to the next as rates move.
Your bank may still charge a foreign-transaction fee on a USD payment. That fee comes from your bank, not from us.
If checkout shows you a currency other than USD, you can still subscribe. Then email adi@fiber.ai and we'll move you to USD before your next renewal.
My card was declined
When a top-up fails, the error message tells you why. Here's what each one means and what to do:
| Message says | What to do |
|---|---|
| Declined due to insufficient funds | Use a different card, or add funds and try again |
| Your card has expired | Update your payment method, then retry |
| The security code is incorrect | Check the CVC and try again |
| Your bank requires you to confirm this payment | Your bank wants an extra confirmation step. Complete it from your billing settings, then retry |
| No usable payment method is on file | Add a card in your billing settings |
| Your bank could not process the payment | A temporary problem on the bank's side. Wait a few minutes and retry |
| The card was declined (no specific reason) | Your bank declined without saying why. Try another card or call your bank |
A decline is never fixed by retrying the same card unchanged, so automated jobs shouldn't loop on it. The temporary bank error is the one worth retrying.
Auto top-up stopped working
If three automatic top-ups fail in a row (usually an expired or replaced card), we turn auto top-up off for that subscription so we stop trying a card that can't be charged. Update your card, then turn auto top-up back on in your billing settings or over the API. See Auto top-up.
I see a $1 charge after adding a card
When you add a card to a trial without a card on file, we verify it with a temporary $1 authorization that's refunded immediately, so it costs you nothing. Depending on your bank, the hold can show as pending for a few days before it disappears.
Invoices, receipts, and updating your card
Organization admins manage payment methods and download invoices and receipts from the billing portal in the dashboard. See Account for who can manage billing.
Something else
For any other payment problem, email adi@fiber.ai with your account email and a short description of what happened.
Related
- Billing & credits — how credits, top-ups, and plan changes work.