Payment problems

Most payment problems sort themselves out within a few minutes. If not, find your case below. Your payment history is under Payments at app.colitu.com/billing.

#I was charged twice

First check under Payments whether there are really two separate payments.

• One payment, reported more than once: if the payment provider sends the confirmation of the same transaction several times, Colitu counts it only once. Retries never charge you twice for one transaction.
• Two separate orders: the second payment is not lost. It extends your subscription: its time is added after the end of the period you have already paid for.
• You didn't mean to pay twice: write to support within 14 days of the payment with both transaction IDs. See Refund policy.

#I bought the wrong plan

• Too few devices: you can add devices while your plan runs and pay only the difference for the remaining time. See Managing your subscription.
• Wrong duration or another mistake: write to support within 14 days of the payment and explain what you meant to buy. Each case is reviewed under the Refund policy.

#I paid but the plan is not active

1. Wait a few minutes. SBP and card payments are usually confirmed within seconds to a few minutes; crypto can take longer.
2. Make sure you are signed in to the same Colitu account you paid from.
3. Refresh Payments at app.colitu.com/billing and check the order status. Your plan activates automatically once the payment is confirmed, even if you closed the payment page; you don't need to restart the app.
4. If the money has left your account but the order is still not paid after a few minutes, write to support with the transaction ID. Orders are reconciled with the payment provider automatically, so a paid order does not get lost.

#The payment failed or was declined

Before you pay again, check under Payments that the first attempt really did not go through, so you don't pay twice.

• Check your card limit and that online purchases are allowed.
• Make sure you didn't miss your bank's confirmation SMS or app notification.
• Try another payment method. Each method may have a different fee; the total is shown before you pay.

SBP

• Confirm the payment in your banking app. If the link doesn't open your banking app, scan the QR code from the banking app instead.
• Auto-renewal is only available where SBP supports it.

Bank card

• If your bank asks for confirmation (SMS code or app), complete it before the payment page closes.
• If the card is declined, try another card or pay by SBP.

Crypto

• Confirmation can take longer depending on network load. The plan activates automatically once the payment is confirmed.
• Before sending, check the coin, the network and the amount shown on the payment page. A transfer on another network or with a different amount may not be credited automatically.

#Money was taken but the payment shows as failed

Don't pay again straight away. Write to support with the transaction ID and the date, and we will check it with the payment provider.

#What to send to support

Write via live chat at colitu.com/support, to [email protected], or open a request at app.colitu.com/tickets. Include:

• the e-mail address of your Colitu account;
• the date, amount and payment method (SBP, card or crypto);
• the order or transaction ID (from the payment page, your banking app or the receipt);
• what you see under Payments;
• a screenshot of the bank confirmation, with card numbers hidden.

Never send your password, full card number, CVV/CVC code or confirmation codes from your bank.