Problems paying or adding funds

Payments in FlowChord go through Stripe, on Stripe’s own secure page, which opens in a new tab. FlowChord never sees or stores your card details. Your balance is kept in one currency, set by the country you pay from. Most payment problems are a blocked tab, a bank saying no, or a payment that is still on its way.

Before you start

• Allow FlowChord to open new tabs, or be ready to press the link it shows when a tab is blocked.
• Check the country you pay from under Billing in Preferences: it sets the currency of your prices and balance.
• Keep the FlowChord tab open while you pay.

Steps

To add funds:

1. Open the account menu and choose Add funds, or press your balance in the header.
2. Under How much do you want to add?, choose an amount.
3. Press the pay button. Stripe’s page opens in a new tab.
4. Pay on Stripe’s page.
5. Go back to FlowChord. The window updates by itself and a message says what was added.

See Add funds for the amounts and bonuses.

Tips

• Your balance history lists every top-up, every video and every refund, with your balance after each. It’s the first place to look.
• A plan’s minutes are used before your balance. See Monthly plans.
• FlowChord will never ask for your full card number, by e-mail, chat or anywhere else. Don’t send it to anyone.

Common problems

The payment page didn’t open

Your browser blocked the new tab. FlowChord shows Open the payment: press Open payment to open Stripe’s page from there. To avoid this next time, allow pop-ups for FlowChord in your browser.

The card was declined

Stripe’s page says so, and nothing is charged. Check the card details, try another card or payment method, or ask your bank: some banks block online payments abroad or above a limit until you approve them. When you change to a larger plan and the bank refuses, FlowChord says “Your bank refused the payment. Nothing changed”.

You paid, but your balance hasn’t changed

• Wait a moment: FlowChord keeps checking for the payment while the window says Finish paying in the new tab.
• With Pix, or any payment your bank confirms later, FlowChord says “Payment on its way · your balance updates once your bank confirms it”. The funds appear by themselves once the bank confirms.
• If FlowChord says “Still no payment. If you paid, check again”, press Check again.
• If the page after paying says We couldn't confirm the payment yet, go back to FlowChord: if you were charged, the funds show up shortly.

Still missing after a while? Look at your balance history, then write to us with the date and the amount.

You canceled on Stripe’s page

FlowChord says “Payment canceled · nothing was charged”. You can add funds again whenever you like.

Prices are in the wrong currency

Each account has one currency: US dollars, or Brazilian reais for an account that pays from Brazil. It follows the country you pay from until your first top-up or paid video, then stays fixed.

• Before that, press Change in the Add funds window, or change the country under Billing in Preferences.
• After that, FlowChord says “Your currency is set and can't be changed”. Stripe’s page can still show you the price in your own currency at checkout.

Your plan’s renewal didn’t go through

Your plan page says your last payment didn’t go through and until when your plan stays on. Your plan stays on meanwhile, and the payment is tried again. Make sure your card is valid and has funds. If no payment goes through by that date, the plan ends: songs are then paid from your balance, and nothing you stored is deleted.

You want a refund

Unused balance you paid for can be refunded within a week of the top-up; bonuses can’t. Write to us from Support with the date and the amount. Refunds go back to the card or method you paid with, for the unused part, in the currency Stripe charged.

You don’t recognise a charge

Write to us before you dispute it with your bank: we can usually sort it out quickly. While a dispute is open, your balance can’t be used to make videos.

Writing to support about a payment

Open the account menu and choose Support. Say the date, the amount, and the receipt number if Stripe sent you one. Never include your full card number: we never need it.