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I just bought a subscription, but my troubleshooter is saying I don't have one. How is that possible?

Troubleshooter not recognizing subscription? Reasons vary: assign correctly or check payment.

Pete Darby avatar
Written by Pete Darby
Updated this week

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

Failed or Pending Payments

If your payment for a Cryptohopper subscription is marked as "pending" or has not been processed:

  • 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.

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:

  1. Evidence of payment, such as a receipt or transaction confirmation.

  2. The transaction ID(s) relevant to the issue.

  3. The payment method you used (e.g., PayPal, credit card).

  4. 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.

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