If a subscription charge looks wrong to you, email us at [email protected] and we will look into your billing history and explain what the charge covers. Include the date and amount, or a screenshot of the charge, and we will take it from there.
One situation accounts for most of these charges, and it is worth knowing about before you contact us.
Delayed charges for an upgrade made before 30 July 2026
If you upgraded to Premium or Premium+ from inside the app before 30 July 2026, the charge for that upgrade may have arrived weeks or months later.
When you upgrade mid-subscription, you are not charged the full price of the new plan. You pay the difference: the cost of the new plan for the rest of your billing period, minus the unused value of the plan you were on. A billing issue on our side created that invoice correctly but did not collect it. The amount stayed open until something else happened on your subscription, and only then was it charged.
Any of these could trigger the delayed collection:
another plan change
a subscription renewal
updating your credit card or payment method
our own correction on 30 July 2026, when we fixed the issue and collected the amounts that were still open
Note: This is fixed. Plan changes made after 30 July 2026 are charged at the time of the change.
How to recognise it on your invoice
Go to the left sidebar and select Settings → Subscription → Manage Subscriptions. This opens your Stripe billing page, where you can open the invoice and read its line items. A charge from a plan change has two lines:
Remaining time on Heptabase [new plan] after [date]: the cost of the plan you moved to, covering the rest of your billing period
Unused time on Heptabase [old plan] after [date]: credit for the plan you left, covering the same period
The date in both lines is the date you changed your plan, not the date you were charged. If that date is in the past, the charge belongs to that earlier upgrade.
It is not a duplicate charge
If you upgraded twice, the second invoice still credited the unused value of the plan you were on, even though that plan had not been paid for yet. Your second upgrade was therefore cheaper than it should have been, and the first amount remained owed. Together, the invoices add up to the correct total for the plan you ended up on.
It does not extend your renewal date
This charge pays the plan difference inside your existing billing period, so your renewal date does not move. A charge that looks like a renewal but leaves your renewal date unchanged is usually this delayed upgrade charge rather than a new subscription year.
Refunds for a delayed charge
We cannot promise a full refund for these charges. The upgrade did take effect, and you had the higher plan for the period the charge covers, so the amount itself is correct even though the timing was not.
We do look at each case individually and will offer an arrangement that fits your situation. For example, if you would rather stop using Heptabase now, we can cancel your subscription early and refund the part of your subscription period you have not used. Tell us what you would prefer when you contact us.
Other reasons a charge can look unexpected
Switching your plan or billing cycle can restart your billing period and move your renewal date. See How do I switch my subscription plan or billing cycle?
In some countries, tax is added on top of the plan price, so the total is higher than the advertised price. You can add a VAT number to your invoice if you have one.
If neither explanation matches what you see, email us with a screenshot of the invoice showing the line items and their dates.