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Grupos Inteligentes

Problems with Payment, Plans and Billing

Payment or billing problems can be stressful, but most have quick solutions. This guide covers the most common problems with payments, plans, invoices and fiscal notes.

Identify Your Problem

Select your situation below:

  • Problem with payment/invoice
  • Doubt about plan and limits
  • Problem with fiscal note
  • Plan change/cancellation

Payment and Invoice Problems

Payment not processed/denied

Possible causes and solutions:

1. Expired or insufficient balance card

  • Access Settings > click on “Cancel plan”
  • You will be redirected to the Stripe Customer Portal
  • In the portal, you can add, remove, or update your credit cards

2. Card data entered incorrectly

  • Check card number, expiration date and CVV
  • Try again with correct data

3. Bank blocked transaction

  • Contact your bank to approve transaction

4. International block

  • If card is international or bank is abroad, check:
  • Transaction may be blocked for security
  • Enable international purchases in card settings

5. Processing error

  • Momentary delay or technical failure
  • Wait 30 minutes and try again

Payment made but plan not updated

Cause: May be delay in processing from our system

Solutions:

  1. Wait 30 minutes
  • Sometimes takes time for payment to process and system to update
  1. Check your bank statement
  • Confirm payment actually processed
  • If not, try payment again
  1. Update page and try again
  • Clear cache or use incognito browser
  • Login again
  1. Contact support

Error paying via Stripe

Common issues:

  • Additional payment required: Your bank may require additional card verification
  • Incorrect data: Check that your personal information is correct and up to date
  • Incomplete information: Fill in all required fields correctly
  • Too many attempts: Wait a few minutes before trying again

Generally:

  • Check if all data filled correctly
  • Check if billing address is correct
  • Confirm CPF/CNPJ is formatted correctly
  • Wait few minutes and try again

Doubts About Plan and Limits

Reached Monthly Plan Click Limit

Cause: You reached plan click limit and can no longer send leads to groups

Limit by plan:

  • Basic plan: 2,500 clicks/month
  • Essential plan: 15,000 clicks/month
  • VIP plan: Unlimited clicks

Immediate solutions:

  1. Wait until next month: Counter resets first day of each month (Brazil time, UTC-3)

  2. Upgrade to larger plan:

  1. Contact support for temporary unblock

Do Not Know Which Plan Is Current

How to check:

  1. go to Settings > Plans (or click subscription link)
  2. Check current plan listed at top of page
  3. Also confirm:
  • Clicks used vs. monthly limit
  • Renewal date (if paid plan)
  • Subscription status (active, cancelled, etc.)

Difference Between Plans and Features

Quick comparison tableFeatureBasicEssentialVIP
RedirectorsUnlimitedUnlimitedUnlimited
GroupsUnlimitedUnlimitedUnlimited
Clicks/month2,50015,000Unlimited
Dist. modes (balancing, sequential)
Trackers
Contingency page
Automatic update
Fraud protection

How to upgrade or downgrade plan

To upgrade (larger plan):

  1. Access Settings > Plans
  2. Check plan options in list
  3. Click upgrade button to desired plan
  4. Follow payment instructions (if applicable)

After immediate upgrade:

  • You will have additional clicks instantly
  • Extra features will be available
  • Proportional charge will be applied (prorated)

To downgrade (smaller plan):

  1. Access Settings > Plans
  2. Select desired lower plan

Important:

  • Downgrade applies next billing cycle (not immediate)
  • You maintain additional resources until end of current cycle
  • No refund provided for part already used

To cancel plan:

  1. Access Settings > Plans
  2. Click “Cancel plan”
  3. Choose reason and confirm

How to check How many clicks already used

How to see:

  1. go to Main Dashboard
  2. At top, see used clicks card

What includes click:

  • Each time user clicks redirector link (https://redirecionazap.com/r/XYZ)
  • Counts all clicks, including clicks from same user
  • Counts even if user did not join group afterwards

What does not include:

  • Direct clicks on WhatsApp group links (without passing through redirector)
  • Only manual member counting (should follow with automatic update)

Fiscal Note Problems

Fiscal Note Not Available

Possible causes:

1. Invoice not yet processed

  • Fiscal notes are issued 1-2 business days after confirmed payment
  • If payment less than 24 hours ago, wait

2. Problem with billing data

  • If address or CPF/CNPJ data are incorrect or incomplete
  • Update at Settings > Billing Data
  • Note will be processed new after update

3. System fiscal emission error

  • Wait 2 additional business days
  • If it’s still not available, contact support

Incorrect Billing Data

If name and address on fiscal note are incorrect:

  1. Access Settings > Billing Data
  2. Click “Edit” in Address Data
  3. Update with correct information
  4. Click “Save”

Fiscal note issued with incorrect data:

  1. Update correct billing data
  2. Contact support for reissuance
  3. Note can be reissued with correct data (may charge administrative reissue fee)

Fiscal Note Goes to Wrong Email

Procedure:

  1. Update your primary email in settings
  2. Contact support to resend note to updated email
  3. New note will be issued/updated (may charge administrative fee)

Plan Change and Cancellation

How to change plan within same level

For example, if you have “Essential Plan 15,000 clicks” and want “Essential Plan 5,000 clicks”:

  1. Access Settings > Plans
  2. Select desired plan
  3. Proportional adjustment will be applied next cycle:

Example:

  • Paid R$67 on day 15 for 15,000 clicks plan (month 15-14 next month)
  • On day 20, request downgrade to 5,000 clicks
  • Will pay R$45 proportional next cycle
  • Proportional value calculated: (R$67 / 30 days * 20 days use) = R$44 and may be adjusted to R$45

Cancellation of plan

How to cancel:

  1. Access Settings > Plans
  2. Click “Cancel plan”
  3. Choose reason and confirm

What happens after:

  • End of cycle: Plan ends at end of current cycle (not immediate)
  • Access: Continue with full access until last day of cycle
  • No refund: Do not receive refund for part already used (except if cancelled first week)
  • Data:
  • Group and redirector data remain 30 days after cancellation
  • Can reactivate plan within this period without data loss

Reactivation of cancelled plan

If cancelled but changed mind:

  1. Access Settings > Plans
  2. Click “Reactivate plan”
  3. Plan will be reactivated immediately with same monthly charge

Important:

  • If more than 30 days after cancellation, data may have been deleted
  • In this case, need to start new with new redirectors and groups

Recurring Charge Delay

Automatic payment not processed

Causes:

  • Expired or insufficient card
  • Bank blocked transaction
  • Processing error

Solutions:

  1. Update payment method

    • go to Settings > click on “Cancel plan”
    • You will be redirected to the Stripe Customer Portal
    • In the portal, add a new card or update the existing one

  2. Contact your bank

  • Check if block or problem with card
  • Approve transaction if necessary
  1. Try manual payment
  • If the problem persists, contact support
  • They can help with manual processing

Recurring charge notice

How it works:

  • Paid plan renews automatically same day of month plan was activated
  • Example: If activated plan on day 15, renews day 15 each following month
  • You receive email notice 3-5 days before payment

How to change payment day:

  • Contact support
  • They can adjust renewal day

Specific Payment Problems

Payment processed but still on Basic plan

Cause: May be delay in processing

Solution:

  1. Wait 30 minutes for processing
  2. Logout and login again
  3. Check if plan updated in Settings > Plans
  4. If not, contact support

Want refund

Policy:

  • First week: Refund available if requested first week of use
  • After first week: Refund not available (except in exceptional circumstances, at team discretion)

How to request:

  1. Contact via email within first week
  2. Explain refund reason
  3. If approved, refund process may take 5-10 business days
  4. Proportional refund to days not used (not refund of total paid)

Recurring payment not stop after cancellation

Cause: May be delay in cancellation processing

Solution:

  1. Check if completely cancelled your plan (not only cancellation request but confirmed)
  2. Wait 24 hours for processing
  3. If you’re still charged after 24 hours, contact support
  4. Attach cancellation proof (confirmation screen, cancellation email, etc.)
  5. Refund may be requested for extra charges after confirmed cancellation

Contact Support

Problem not solved?

If solutions above did not resolve your problem:

Via E-mail (Faster) Contact directly

What to include in your message:

  • Name and CPF/CNPJ
  • Registration email
  • Specific problem (payment denied, plan not updated, fiscal note not available)
  • When problem started
  • What already tried
  • Screenshots if possible (payment error, invoice, etc.)

Before Contacting

Before contacting support, check:

  1. Error or problem documented in solutions above?
  2. Waited reasonable time for processing (30 min to 1 hour)?
  3. Confirmed payment data and card are correct?
  4. Have proof (bank statement, confirmation email, etc.)?

Payment Solution Checklist

Before Attempting to Pay:

  • Card has balance
  • Expiration date is ok
  • Card data is correct
  • Bank did not block transaction
  • Billing address is correct

After Payment Attempt:

  • Waited 30 minutes for processing
  • Checked bank statement if payment processed
  • Logged out and logged in again
  • Checked current plan updated

For Refund:

  • Requested within first week of use
  • Explain reason clearly
  • Have usage proof
  • Understand proportional refund may be applied

For Fiscal Note:

  • At least 48 hours after payment
  • Billing data complete
  • CPF/CNPJ is correct
  • Address is updated

Future Prevention

Keep Data Updated

  • Check card has validity and balance before automatic payment
  • Update address and email regularly to avoid emission problems
  • Confirm CPF/CNPJ is correct

Configure Alerts

  • Configure alerts to notify 3-5 days before automatic payment
  • Monitor bank statement before renewal payment
  • Review billing data month to month

Use Automation (When Available)

  • Configure automatic payment on reliable credit cards
  • Use primary email you check regularly
  • Monitor next payment notifications

With these tips, you can avoid most payment and billing problems in future. If need additional help, our team is ready to resolve quickly.