Billing Issues

All billing is processed through Stripe. This page covers the most common billing problems and how to resolve them.

Payment Failed

Problem: Your card was declined during initial payment or subscription renewal.

Cause: Common reasons include insufficient funds, bank blocking international transactions, expired card, or fraud prevention triggers.

Fix:

1. Check with your bank: Some banks block international transactions by default. Stripe processes payments internationally, which can trigger fraud prevention. Call your bank and authorize the charge.
2. Verify card details: Ensure your card has not expired and has sufficient funds.
3. Try a different card: Go to Settings > Billing > Open Customer Portal > Update Payment Method and enter a different card.
4. Retry the payment: After resolving the issue with your bank, the next automatic retry should succeed. Stripe retries failed payments several times over a few days.

If none of these steps work, email billing@telegramtometatrader.com with your account email and any error messages you see.

Subscription Access Delay

Problem: You paid successfully but your account still shows the previous tier or "Free".

Cause: The webhook from Stripe may have been delayed, or your browser session has a cached version of your subscription status.

Fix:

1. Log out and log back in: This forces a refresh of your subscription status from the database.
2. Wait 5 minutes: In rare cases, the Stripe webhook takes a few minutes to process.
3. Check your email: Verify you received a payment confirmation receipt from Stripe.
4. Still stuck after 5 minutes: Email billing@telegramtometatrader.com with your transaction receipt.

Upgrade and Downgrade Confusion

Upgrading mid-cycle

Problem: You are unsure what you will be charged when upgrading.

How it works: When you upgrade mid-billing-cycle, Stripe calculates the prorated difference for the remaining days on your current cycle. You pay that difference immediately, and your new features are unlocked instantly.

Example: If you upgrade from Starter to Pro on day 15 of a 30-day cycle, you pay half the price difference between the two plans. On your next billing date, you pay the full Pro price.

Downgrading

Problem: You downgraded but still have the old features.

How it works: Downgrades take effect at the end of your current billing cycle. You keep access to higher-tier features until then. No partial refund is issued for the remaining days.

Switching from monthly to yearly

Problem: You want to switch billing cycles.

How it works: Switching from monthly to yearly is treated as a plan change. Stripe prorates the remaining days on your monthly plan and applies the credit toward your yearly subscription. You save approximately 17% on the yearly plan (equivalent to 2 months free).

Cancellation

Problem: You want to cancel your subscription.

How to cancel:

1. Go to Settings > Billing.
2. Click Open Customer Portal.
3. Click Cancel Plan.

That is it -- one click. There are no hoops, surveys, or phone calls required.

After cancellation:

• You keep access to all features until the end of your current billing cycle.
• After the cycle ends, your account enters a read-only state.
• Your data (trade history, signal logs, settings) is preserved if you decide to resubscribe later.
• Open trades on your MetaTrader account are not affected -- they remain open but are no longer managed by TTMT.

Open Trades After Cancellation

TTMT stops managing your trades when your subscription expires. If you have open trades, make sure to close them or manage them manually through your MT4/MT5 app before your subscription ends.

Lifetime Deal Questions

Problem: You purchased a lifetime deal and have questions about your access.

• Lifetime deals include permanent access to Master tier features.
• No recurring charges are ever applied.
• If you see any recurring charge after purchasing a lifetime deal, email billing@telegramtometatrader.com immediately.

Invoice and Receipt Requests

All invoices and receipts are available in the Stripe Customer Portal (Settings > Billing > Open Customer Portal). You can download PDF invoices for any past payment directly from there.