> For the complete documentation index, see [llms.txt](https://docs.tipo.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.tipo.io/backup-and-restore-tipo/help/troubleshooting/billing.md).

# Plan and billing problems

Fix plan changes that did not apply and discount codes that do not work.

Use this page when your plan did not change, a plan card is greyed out, or a discount code is refused.

## After you approve or decline a charge

When you pick a paid plan, you approve the charge on Shopify. Shopify then sends you back to the **Plans** page.

| What you see                                                                         | What it means                                                     | What to do                                  |
| ------------------------------------------------------------------------------------ | ----------------------------------------------------------------- | ------------------------------------------- |
| **Your plan: {plan}.**                                                               | The charge is active.                                             | Nothing.                                    |
| **Waiting for Shopify to confirm the charge. The new plan shows here once it does.** | Shopify has not confirmed yet.                                    | Wait a moment and reload the page.          |
| **Could not check the plan with Shopify. Please refresh in a moment.**               | The app could not reach Shopify to confirm.                       | Reload the page after a minute.             |
| **Your plan: Free.** after you went to Shopify                                       | You declined, or did not finish approving. No charge was started. | Pick the plan again and approve the charge. |

If you pick **Free**, your paid subscription is cancelled right away and you see "You're now on the Free plan." You do not need to go to Shopify.

## "Shopify could not start the plan change. Please try again."

Shopify could not create the charge. Wait a minute and select the plan again. If it continues, [contact support](/backup-and-restore-tipo/help/contact-support.md).

## A plan card is greyed out

A plan card is disabled when your store already uses more than that plan includes. The card says how much you use and how much the plan includes, for example "Your store has {used} products — this plan includes {limit}." You cannot switch to that plan until you are within its limits.

To switch down:

1. Free up storage. In **Settings**, **Delete all backups** removes all backups permanently, so use it with care.
2. Or reduce the number of products in your store.
3. Then open **Plans** again.

Or choose a larger plan. See [Usage and plan limits](/backup-and-restore-tipo/plans-and-billing/plans/usage-and-limits.md).

## "Backups and restores are paused"

This banner shows when your store is over what your plan includes, in storage or in products. New backups and restores do not run until you upgrade or free up space. Nothing you already backed up is deleted. Select **View plans** in the banner.

## Other messages in the plan window

| Message                                                             | What to do                                                                   |
| ------------------------------------------------------------------- | ---------------------------------------------------------------------------- |
| **This plan is not available for your store.**                      | Choose another plan. If you think this is wrong, contact support.            |
| **Your store is already on this plan.**                             | Nothing to do.                                                               |
| **Your store uses more than this plan includes.**                   | See "A plan card is greyed out" above.                                       |
| **Your discount changed. Check the price above and confirm again.** | The code changed while the page was open. Check the new price, then confirm. |

## Discount codes that do not work

| Message                                             | What it means                                        |
| --------------------------------------------------- | ---------------------------------------------------- |
| **This discount code isn't valid.**                 | The code is wrong or turned off. Check the spelling. |
| **This discount code has expired.**                 | The code is past its end date.                       |
| **This discount code has been fully redeemed.**     | The code has reached its limit.                      |
| **Your store has already used this discount code.** | Each store can use a code once.                      |
| **Too many codes tried. Try again in {N} min.**     | Too many wrong codes. Wait for the time shown.       |
| **Couldn't apply the code. Try again.**             | A temporary problem. Try again in a minute.          |

Free plans are never discounted. The code field only shows when a paid plan can be discounted. See [Apply a discount code](/backup-and-restore-tipo/plans-and-billing/plans/discount-codes.md).

## "No plans to show"

The page says "Your store isn't on a published price list." [Contact support](/backup-and-restore-tipo/help/contact-support.md) and we will fix it.

## After reinstalling, I am on Free

When you uninstall, the paid subscription is cancelled. After you reinstall, your store starts on **Free**. Pick a paid plan again on the **Plans** page. A free trial is not offered again if you already started a paid subscription before. If you reinstall within 7 days, your backups are kept. See [Uninstalling and reinstalling](/backup-and-restore-tipo/reference/permissions-and-data/uninstall-and-reinstall.md).

## Next steps

* [Compare plans](/backup-and-restore-tipo/plans-and-billing/plans/compare-plans.md)
* [Change or cancel your plan](/backup-and-restore-tipo/plans-and-billing/plans/change-your-plan.md)
* [Apply a discount code](/backup-and-restore-tipo/plans-and-billing/plans/discount-codes.md)
* [Contact support](/backup-and-restore-tipo/help/contact-support.md)