Symptoms
A checkout didn't complete, a "pending subscription payment" banner won't go away, you paid but your plan isn't active, or a charge looks wrong.
Possible causes
- Checkout was started but not finished — the payment page was closed, the e-wallet timed out, or the balance was short.
- The payment confirmation is still in flight — after you pay, the processor notifies SandDune; occasionally that takes a few minutes.
- A renewal attempt failed (subscription payments) — e.g., insufficient e-wallet balance on billing day.
- Two checkouts were started — the first, pending one blocks the second.
How to fix
- Pending banner: tap Continue with Payment on the Billing page and finish the checkout there. That link resumes your existing attempt — starting over creates exactly the duplicate-pending situation you don't want.
- Paid but not active: give it a few minutes and refresh the Billing page. Payment confirmations usually land in moments but can lag.
- Failed renewal: the error on the Billing page tells you when the next attempt can be made — top up the wallet, then retry at that time.
- Check your plan state any time on the Billing page — it shows your current plan, status, and next billing or end date.
When to contact support
Email support@sanddune.ai — with your account email, the payment channel, the amount, and the approximate time — if:
- You were charged but the plan never activated (after ~15 minutes).
- You see a double charge.
- You were charged after cancellation took effect.
- A pending payment is stuck and Continue with Payment doesn't resolve it.
Billing problems are our highest-priority support category. We'll sort it out.