There can be several reasons why the Troubleshooter indicates that you do not have a trading bot subscription yet.
Related Topics
Managing Cryptohopper Subscriptions
Changing Your Payment Method
Understanding Cryptohopper's Refund Policy
Assign trading bot subscription
It may be that the trading bot subscription is already in your account but has not yet been linked to the correct trading bot. Check out our explanation on how to assign the trading bot subscription to the correct trading bot.
Payment issue
Pending Payments
A payment marked as "pending" indicates that the transaction has not yet been completed. This status often occurs due to delays or issues with the payment provider. Cryptohopper cannot process refunds or take further action until the payment is received. The reason for the pending status is typically determined by your payment provider, such as PayPal or a bank.
This likely indicates that the payment provider (e.g., PayPal or your bank) has not yet cleared the transaction.
Contact your payment provider to understand the reason for the delay.
Cryptohopper can assist with processing refunds or applying the payment after it has been received.- If your payment status is "open," it means the transfer has not been completed or received. This status is common with bank transfers, where the transaction may take additional time to process. Credits or services will only be added to your account once the payment is marked as "paid."
Ensure that the payment has been successfully completed and marked as "paid" by your payment provider. This step is essential for credits or refunds to be processed.
Duplicate Charges
If you suspect that you have been charged twice for the same subscription:
Check your payment method (e.g., credit card, bank statement) to confirm the occurrence of duplicate charges.
If you confirm a duplicate charge, Cryptohopper can process a refund for the extra payment.
Contact Cryptohopper support to verify the duplicate charge. Be ready to provide the transaction ID for the extra payment.
Providing Evidence for Payment Issues
To assist Cryptohopper in resolving payment issues, it is essential to provide accurate and detailed information. Include the following:
Evidence of payment, such as a receipt or transaction confirmation.
The transaction ID(s) relevant to the issue.
The payment method you used (e.g., PayPal, credit card).
The subscription plan involved in the payment issue.
General Tips for Payment Issues
Regularly monitor your payment methods to ensure all transactions are accurate.
Always keep your receipts and transaction confirmations for reference.
Reach out to Cryptohopper support promptly if you encounter any issues.
Ensure you log into the correct PayPal account linked to your Cryptohopper subscription.
Avoid creating multiple overlapping subscriptions through PayPal to prevent confusion and potential billing errors.- Once the payment is completed, check your Cryptohopper account to confirm that credits or services have been added. If they do not appear, contact Cryptohopper support for assistance.
Missing Subscriptions in PayPal
If you experience issues such as not seeing your Cryptohopper subscription in your PayPal account, escalate the issue directly with PayPal's customer support. This approach helps rectify any technical issues related to subscription visibility.