Note: The Billing and Payment details pages are available only to the account owner. If you are not the account owner, ask them to make billing changes. If the account owner has left the company, contact Support to change the ownership. For more information, see Account Billing and Ownership.
What if my payment was declined?
If your charge was declined, no worries — this can happen for a few different reasons. Here are a few steps you can take:
Double-check your payment details — Make sure your card number, expiration date, and billing address are all correct.
Try a different payment method — If possible, try using another credit or debit card. To avoid future disruptions, you can also add a backup payment method under Settings > Payment details by clicking Add backup method next to your default payment method.
Contact your bank — Sometimes, banks block charges they don’t recognize for security reasons. A quick call to them can usually clear it up.
Reach out to us — If everything looks good on your end and you’re still having trouble, contact PandaDoc support for further assistance. We’re happy to help!
How do I change my payment information?
To add/update your billing details:
Select Settings > Payment details > Add payment method, then select credit card or PayPal.
When you select the credit card option, you will see a form to add your CC details. We accept Visa, MasterCard, and American Express credit cards for payments.
If you’ve already added your payment details but need to edit it select the pen icon next to your payment details and add a new card or connect your PayPal account.
To delete your card from the account, go to Payment details tab and select Clear payment method.
Select Delete to confirm your action.
To update your company name, billing address, or VAT number, use the Your company section in the same Payment details tab.
My subscription is not active, how can I re-activate it?
If your account has expired or been canceled, you can easily reactivate it by following these steps:
Log in to your PandaDoc account.
Navigate to Settings > Payment details and add or update your payment method.
Go to the Billing tab and click Reactivate subscription.
Visit this Help Center article if you are experiencing other account access issues.
If these steps don't resolve the issue, please submit a ticket to Support via our chatbot.
When will my card be charged?
Go to Settings > Billing to check your subscription renewal date:
Upcoming renewal invoices are generated only on the renewal date, so you will not see the next invoice in your invoice history before then.
Where can I find my invoices, and can someone else receive them?
To view or download your invoices, go to Settings > Payment details and scroll down to Invoices history.
Invoices are sent to the account owner's email address. To send a copy to another person, type an alternative email under CC receipts to in Settings > Payment details.
For more details, see Account Billing and Ownership.
Who can I contact if I have a question about my bill?
If you have any questions or concerns regarding the invoice issued for your subscription, do not hesitate to reach out to our Support team.