Confirm the account and workspace
Open Account and check the email and selected workspace. A payment belongs to its subscription workspace; signing in with another email or selecting another workspace does not transfer that purchase.
Check the existing checkout
- Open Account → Billing.
- Use Check existing checkout or Check billing when the screen offers it.
- If Continue checkout appears, it opens that same checkout rather than creating a new one.
- After payment is confirmed, use Refresh billing and check the subscription status.
A receipt, bank entry, browser return, and verified Neurion subscription state are different pieces of evidence. Do not start another payment solely because a return page is slow or an earlier request timed out.
If this was an upgrade
Use Check plan change for the existing request. An awaiting-payment, awaiting-confirmation, or unconfirmed status is not a completed upgrade. Your existing rights remain governed by the current verified subscription while the change is checked.
If a renewal failed
Use Manage billing to review the payment method and subscription status. A failed collection does not create a new paid allowance. After completing the provider’s payment-recovery steps, refresh Billing and check whether the new period has been verified.
Contact support with the transaction reference
Email support@hydralabs.ai with the account email, workspace, transaction or invoice reference, date, amount, and visible status. Include whether this is a first purchase, renewal, or plan change. Do not send card credentials, passwords, or verification codes.