Troubleshooting

Fix billing and workspace access problems

Only the workspace owner can open subscription billing, choose a plan, pay an uplift, or download Triovative billing documents. Employees and workspace administrators who see a subscription restriction should ask the owner to check billing. They cannot resolve the payment from their own account.

If you are the workspace owner

1. Sign in to your workspace and open Workspace Settings → Plan and billing access → Open subscription & billing. You can also visit /c/your-workspace-slug/billing. If the subscription has ended, signing in takes you to Billing. The owner can still review billing when ordinary workspace access is read-only or payment-restricted.
2. In Overview, check the subscription status, renewal date, effective seat allowance, and Payment and recovery message. Use Refresh billing status after a payment. A browser redirect from Razorpay is not proof that payment was captured.
3. For a first payment or a new subscription after cancellation, save Billing details before using Choose a plan. Review the base price, GST, renewal total, interval, and limits before opening Razorpay. If self-service is unavailable, contact billing support to arrange payment.
4. If Overview says Awaiting payment confirmation, wait for the verified provider charge. If an unpaid checkout was abandoned, use Resume secure payment when it is available. If the link or provider record is under review, do not reuse an old link; contact billing support.
5. Check Invoices for each confirmed payment. An issued tax invoice or credit note has a secure PDF download. Tax invoice pending review means the payment is recorded but the tax document has not been issued. Contact billing support with the workspace code and safe payment reference if the payment or document is missing. Never send card details.

For a later plan change, use Choose a plan to request the next renewal; Change requests shows its status and any replacement mandate authorization. A negotiated seat uplift has a separate payment link there. Extra seats apply only after the agreed payment is verified and the contract start date arrives.

Seat and storage limits are separate from payment status. An invitation may fail when the active-seat limit is reached, and an upload may fail when storage is full. The owner can compare current usage and allowance in People and Billing, then contact Triovative about a limit change.

For cancellation and refund terms, use the current Billing Policy. Employees and administrators cannot cancel the subscription or download owner billing documents.