If you were charged for a plan but still do not have access to your subscription features, the issue usually comes from account activation, payment processing delays, or login problems.
The sections below explain every possible cause and how to fix it quickly.
1. Payment was Processed but the plan did not activate
Sometimes the payment succeeds, but the system does not update your account immediately.
How to fix
- Log out of Osortoo
- Log back in
- Check your plan in My Profile → Billing
If your plan still shows “Free,” contact support.
2. You are logged into the wrong email
Many users have multiple emails.
If you subscribed with one email but logged into another, your account will not show the paid plan.
How to fix
- Log out
- Log in using the exact email used during the purchase
- Search your inbox for the Osortoo receipt to confirm the correct email
If you find multiple accounts, support can help merge them.
3. Your bank processed the charge, but the payment gateway is still validating it
Some banks show a charge instantly, while the payment gateway is still verifying it.
What to do
Wait a few minutes and refresh your account.
Most activations complete automatically.
4. Your payment was flagged for security review
Banks and payment providers sometimes hold transactions for verification.
How to fix
Contact your bank to confirm the transaction.
Once validated, your plan activates normally.
5. Your browser cached the old plan
Your browser might still display old data.
How to fix
- Refresh the page
- Try incognito mode
- Try another browser (Chrome recommended)
Your plan will appear correctly once the cache is cleared.
6. You upgraded but the page remained open
If the upgrade was done in a different tab or device, your current browser may not refresh automatically.
Fix
Close and reopen the giveaway page.
Your plan should sync immediately.
7. You used a prepaid or limited card
Some cards accept the charge but delay confirmation to the merchant, making your account appear unpaid.
Fix
Contact support with your receipt.
They can activate your plan manually.
8. Technical issue during activation
A network interruption or browser extension may block the activation process.
How to fix
Disable:
- ad blockers
- VPNs
- privacy extensions
Then reload the Billing page.
9. The charge is pending, not completed
A “pending” charge on your bank statement does not mean the payment succeeded.
How to check
Wait for the status to change to “Completed.”
If it remains pending for too long, the payment may fail.
10. You were charged twice, but the plan still did not activate
This can happen if the first attempt failed halfway.
Fix
Contact support with:
- your account email
- the amount charged
- the last 4 digits of your card
- screenshots of the charges
Support will activate the plan and refund the extra charge if needed.
How to get access immediately
If you were charged but still have no access:
- Log out and log back in
- Make sure you are using the correct email
- Check My Profile → Billing
- Refresh the page or use incognito mode
- Contact support if the plan does not appear