When to open a billing ticket
Open a billing ticket if tokens were not added after payment, a subscription status looks wrong, PayPal checkout fails repeatedly, or you see a charge that does not match your selected package.
What to include
Include the workspace name, user email, package or plan name, payment time, PayPal transaction ID if available, and a short description of what happened. Screenshots of the PayPal confirmation or Solvra billing page are helpful.
Do not share sensitive payment details
Do not send full credit card numbers or PayPal passwords. Support only needs transaction references and account context. Sensitive credentials should never be included in a ticket.
What happens next
The support team will review the payment records, PayPal status, subscription record, and token transactions. If the payment is confirmed but tokens were not applied, support can correct the account according to the billing records.