Troubleshooting Billing Issues

Billing is handled by our payment partner Creem. Most problems can be fixed from Settings → Billing (Admins only) or the Manage subscription portal.

I can't open the Billing page

Only workspace Admins can manage billing. Ask an Admin, or have them change your role (see Roles and permissions).

My payment failed or my card was declined

1. Check the card number, expiry date and available funds.
2. Try a different card, or ask your bank whether it blocked an online or international payment.
3. If you were already subscribed, open Manage subscription and update the card. While the payment is past due your workspace keeps access for a grace period; update the card before it ends to avoid a downgrade.

I paid but my plan still shows Starter

1. Wait a minute, then reload Settings → Billing. The plan updates when the payment provider confirms the subscription.
2. Check the email that received the Creem receipt. It must be the one you used at checkout.
3. If it is still Starter after ten minutes, email support@donordesk.online with your receipt. DonorDesk also reconciles subscriptions automatically, so most delays fix themselves.

The checkout page did not open or I closed it

Return to Settings → Billing and click Team or Growth again. Nothing is charged until you finish the checkout.

I am over a limit and can't add things

See Plans and limits. You can still read, export and delete. To continue: archive a project, remove a member, delete unneeded managed files, buy AI credits, or upgrade.

I ran out of AI drafts

Buy a top-up pack (Team or Growth) in Settings → Billing, upgrade, or wait for the monthly reset shown on the page. You can always write and edit sections manually. Growth and Enterprise can also ask the DonorDesk team to connect the workspace to their own AI provider, which does not use DonorDesk credits.

My nonprofit discount is not showing

The discount only applies after the DonorDesk team approves your verification, and you are emailed. If approved, start the upgrade again from Settings → Billing so you are sent to the discounted checkout. Existing subscriptions may need a plan change; contact support.

Where are my invoices?

Open Manage subscription, then look for payment history or invoices in the Creem portal. Receipts are also emailed after each payment.

I want to cancel or downgrade

Use Manage subscription. The change takes effect at the end of the billing period and no data is deleted.

I was charged unexpectedly

Check payment history in the portal to see whether it was a renewal, an AI credit pack or a standing balance purchase. If you do not recognise it, email support@donordesk.online with the date and amount.

Refunds

Refunds are reviewed case by case. Send your registered email, the receipt number and the reason to support@donordesk.online.