Account & Billing Troubleshooting

This guide helps you resolve common issues related to account access, user permissions, subscription management, and billing for the Alex platform.

Account Access Issues

Login Problems

Symptoms:

  • Unable to log in to the Alex platform
  • Persistent login failures
  • "Invalid credentials" error messages
  • Account locked messages

Solutions:

  1. Check Login Credentials
    • Verify email address is entered correctly
    • Ensure caps lock is not enabled for password entry
    • Try the password reset function if unsure of password
    • Check if using the correct authentication method (Auth0, SSO, or social login)
  2. Reset Password
    • Click "Forgot Password" on the Auth0 login screen
    • Follow the password reset instructions sent to your email
    • Create a strong, unique password following Auth0 requirements
    • Ensure new password is not similar to previous passwords
  3. Address Account Lockouts
    • Wait the required time if temporarily locked out (Auth0 implements progressive lockouts)
    • Contact your account administrator for manual unlock
    • For persistent lockouts, contact Alex Support
    • Check your email for suspicious activity notifications from Auth0
  4. Resolve SSO Configuration Issues
    • Verify your organization's SSO connection in Auth0 is properly configured
    • Check with your IT department for SSO status and configuration
    • Ensure you're using the correct Auth0 login connection
    • Try alternative login methods if available in your Auth0 configuration

Account Recovery

Symptoms:

  • Completely unable to access account
  • Lost access to email and MFA device
  • Need to restore account after prolonged inactivity
  • Account showing as deactivated or suspended

Solutions:

  1. Standard Account Recovery
    • Use the "Forgot Password" function on the Auth0 login screen if you have email access
    • Contact your organization's Alex administrator
    • Provide required identity verification information
    • Follow the recovery process sent via email
  2. Emergency Account Recovery
    • Contact Alex Support via the emergency recovery form
    • Provide detailed account ownership proof
    • Complete the identity verification process
    • Allow 1-2 business days for security validation through Auth0
  3. Address Suspended Accounts
    • Check email for suspension notification and reason
    • Resolve any outstanding billing issues if applicable
    • Contact your account administrator for internal suspensions
    • Submit a reactivation request if needed
  4. Recover Deleted Accounts
    • Contact Alex Support within 30 days of deletion
    • Provide account details and verification information
    • Explain circumstances requiring recovery
    • Understand some data may not be recoverable after deletion

Subscription Management Issues

Subscription Changes

Symptoms:

  • Unable to upgrade subscription
  • Downgrades not processing correctly
  • Features not available after upgrade
  • Errors during subscription change process

Solutions:

  1. Address Upgrade Issues
    • Verify you have admin privileges for subscription changes
    • Check if there's an outstanding balance on your Stripe account
    • Ensure payment method in Stripe is valid and current
    • Contact billing support if the upgrade consistently fails
  2. Handle Downgrade Challenges
    • Be aware of contractual obligations and minimums
    • Check for features in use that are not available in lower tier
    • Plan for data migration if capacity will be reduced
    • Schedule downgrade before your next billing cycle in Stripe
  3. Resolve Mid-Cycle Changes
    • Understand Stripe's proration calculations for billing
    • Check effective dates for feature availability
    • Verify user counts for new license limitations
    • Allow time for Stripe webhook events to propagate through the system
  4. Fix Feature Activation Delays
    • Verify subscription change is fully processed in Stripe
    • Check if features require manual activation
    • Refresh browser and clear cache
    • Contact support if features don't appear within 2 hours

Contract and Terms Issues

Symptoms:

  • Confusion about monthly billing dates
  • Unexpected charges or billing
  • Questions about terms and conditions
  • Subscription not reflecting selected plan

Solutions:

  1. Access Subscription Documents
    • Navigate to Profile → Billing
    • Review your current plan and billing cycle
    • Check your Stripe Customer Portal for payment history
    • Review terms, conditions, and cancellation policies
  2. Understand Recurring Payment Terms
    • Review your monthly billing date in Stripe Customer Portal
    • Note that subscriptions automatically renew each month
    • Set calendar reminders for upcoming charges
    • Update subscription preferences through the Admin dashboard
  3. Address Plan Discrepancies
    • Compare current plan with what you selected
    • Document specific discrepancies clearly
    • Contact your account representative
    • Check Stripe billing history for unexpected changes
  4. Manage Subscription Changes
    • Submit change requests through the Admin dashboard
    • Changes will be reflected in your next Stripe billing cycle
    • Get confirmation of subscription updates via email
    • Keep records of all communications

Billing and Payment Issues

Payment Processing Problems

Symptoms:

  • Stripe payment failures or declined charges
  • Unable to update payment method
  • Receipt or invoice not received
  • Multiple charges for the same billing cycle

Solutions:

  1. Address Failed Payments
    • Check payment method details in Stripe Customer Portal
    • Verify sufficient funds/credit available
    • Contact your financial institution about declined Stripe charges
    • Update payment information and retry
  2. Update Payment Methods
    • Navigate to Profile → Billing → Payment Methods
    • Access your Stripe Customer Portal
    • Add new payment method before removing old one
    • Verify address information matches card billing address
  3. Fix Recurring Payment Issues
    • Check payment method expiration date in Stripe
    • Verify automatic billing is enabled
    • Review upcoming charges in your Stripe Customer Portal
    • Address any payment holds or account restrictions
  4. Resolve Duplicate Charges
    • Document all instances with Stripe transaction IDs
    • Check if charges are actual duplicates vs. multiple services
    • Contact billing support with detailed information
    • Allow time for refund processing through Stripe if applicable

Invoice and Receipt Issues

Symptoms:

  • Missing Stripe invoices or receipts
  • Incorrect information on billing documents
  • Unable to access historical invoices
  • Need for custom invoice information

Solutions:

  1. Access Billing Documents
    • Navigate to Profile → Billing → Invoice History
    • Access your Stripe Customer Portal for complete history
    • Download PDF versions for your records
    • Check email for automated delivery from Stripe
  2. Update Billing Information
    • Navigate to Profile → Billing
    • Update information in your Stripe Customer Portal
    • Correct company name, address, and tax information
    • Update billing contacts as needed
  3. Request Special Invoice Formats
    • Contact billing support for specific requirements
    • Request consolidated invoicing if needed
    • Specify required fields or formats
    • Allow processing time for custom invoice requests
  4. Resolve Missing Documents
    • Check spam/junk folders for emailed documents from Stripe
    • Verify billing contact email is correct in Stripe
    • Request document reissue if truly missing
    • Access your Stripe Customer Portal for all billing history

Billing Disputes and Corrections

Symptoms:

  • Charges don't match expected amount
  • Subscription changes not reflected in billing
  • Credits or refunds not applied
  • Tax calculation issues

Solutions:

  1. Understand Your Bill
    • Review detailed line items on Stripe invoice
    • Check proration calculations for mid-cycle changes
    • Verify plan type and features
    • Confirm any add-on services or features
  2. Address Billing Discrepancies
    • Document specific issues clearly
    • Calculate expected charges for comparison
    • Contact billing support with detailed information
    • Provide relevant account changes or communications
  3. Track Credits and Refunds
    • Check credit balance in your Stripe Customer Portal
    • Verify credits applied to invoices
    • Track refund status and processing time in Stripe
    • Keep reference numbers for all transactions
  4. Resolve Tax Issues
    • Verify tax exemption status if applicable
    • Ensure tax registration numbers are correctly entered in Stripe
    • Check jurisdiction settings for tax calculation
    • Provide updated tax documentation if required
Data Management
Troubleshooting data sync, import/export, and data integrity issues
Index
Answers to common questions about the Alex platform