Payment Issues: Billing, Subscription, and Card Rejections

If your MarkettAI subscription does not renew or you experience issues with the Variable Fee calculation, this section will guide you to resolve the most common billing-related failures.

1. Monthly/Annual Subscription Payment Rejection 💳

If the payment for your fixed fee (Starter, Pro, Master) has been rejected, your account will enter a grace period, after which premium features will be disabled. The most common causes are:

• Expired Card: The registered expiration date does not match the current one. Solution: Go to your Subscription Management and update the card details.
• Insufficient Funds: There is no available balance at the time of charge. Solution: Ensure you have the balance, and the system will automatically attempt the charge again within the next 48 hours.
• Bank Restrictions (3DS): Your bank has blocked the transaction for security reasons or requires 3D Secure verification. Solution: Contact your bank or try using an alternative payment method.

2. Variable Fee Calculation Failure or Discrepancy (Pro Plan) 📊

If the Variable Fee seems incorrect or is not being charged (Pro Plan), verify the following points:

• Ad Spend Verification: The Variable Fee (5%) is calculated on the spend that exceeds 5,000€. Check that the total spend MarkettAI is reading from your Meta account is correct and exceeds the threshold. Remember: The Variable Fee is charged retrospectively, in the next invoice, after the month ends.
• Data Connection Failure: If the connection with your Meta Account drops, MarkettAI may have trouble reading the actual monthly spend. Solution: Reconnect the account and wait 24 hours for re-syncing.
• Proportionality in Plan Changes: If you switched from the Pro Plan to Master (or vice versa) mid-month, the Variable Fee will be calculated proportionally for the days you were on the Pro Plan. Review the detailed invoice in Users - Subscription Management.

3. Tax Information Issues (VAT/NIF) 🧾

To receive legally valid invoices, it is vital that your billing information is complete and correct:

Ensure that your Tax ID (NIF/CIF or international VAT ID) is entered correctly in the tax details section. The lack of this information may prevent the application of VAT exemptions (depending on your location) or invalidate your invoices. Modify this in Account Settings > Billing.