Payment Issues

This page specifically addresses various SmartCV payment and subscription-related issues, helping you successfully complete paid upgrades and manage subscriptions.

💳 Payment Failure Issues

Common Payment Failure Causes

Bank Card Related Issues

1. Card Information Errors

• Card number error - Check if 16-digit card number is complete and accurate
• Expiration date error - Confirm month/year format is correct
• CVV code error - 3-digit number on back or 4-digit number on front
• Cardholder name - Ensure matches real name on bank card

2. Card Status Issues

• Insufficient balance - Ensure sufficient balance in card
• Card frozen - Contact bank to confirm card status
• Expired card - Replace with bank card within validity period
• International payment restriction - Enable international payment function

3. Bank Risk Control Issues

• Abnormal transaction interception - Bank considers transaction abnormal
• Daily limit - Exceeds daily limit set by bank
• Merchant restriction - Bank's restriction on specific merchants

Solutions:

1. Check Basic Information

   • Carefully verify all bank card information
   • Confirm card is within validity period
   • Check if account balance is sufficient

2. Contact Bank Confirmation

   • Call bank customer service phone
   • Confirm card status is normal
   • Enable online payment and international payment functions
   • Temporarily increase payment limit (if needed)

3. Try Other Payment Methods

   • Change to other bank cards
   • Use different payment platforms
   • Consider using third-party payment

Network and Technical Issues

Common Symptoms:

• Payment page fails to load
• No response after submitting payment
• Payment process interrupted

Solutions:

1. Network Connection Check

   • Ensure network connection is stable
   • Try refreshing page to repay
   • Change network environment (Wi-Fi/mobile data)

2. Browser Issues

   • Clear browser cache and cookies
   • Try paying in private mode
   • Change browser (recommend Chrome/Safari)

3. Device Issues

   • Try paying on different devices
   • Ensure device time setting is correct
   • Turn off VPN or proxy software

Payment Security Verification

3D Security Verification Failure:

When bank requires additional verification, you may encounter the following issues:

SMS Verification Code Issues

• Cannot receive verification code - Check if phone number is correct
• Verification code expired - Enter verification code promptly
• Verification code error - Confirm input is correct

Bank APP Verification

• APP not installed - Download and install official bank APP
• APP version too old - Update to latest version
• Fingerprint/face recognition failed - Use password verification

Resolution Suggestions:

Verification steps:
1. Ensure phone signal is normal
2. Check if bank APP is latest version
3. Confirm reserved phone number is correct
4. Contact bank to update verification information

💰 Subscription Management

Subscription Plan Issues

Features Not Activated After Upgrade

Common Situations:

• Payment successful but feature restrictions not lifted
• AI features still prompt for upgrade
• Export count has not increased

Resolution Steps:

1. Confirm Payment Status

   • Check bank card deduction records
   • View subscription status in SmartCV account
   • Confirm receipt of payment success email

2. Refresh Account Status

   • Logout and login again
   • Clear browser cache
   • Wait 5-10 minutes before retrying

3. Contact Customer Service

   • Provide payment proof and order number
   • Explain specific feature issues
   • Customer service will manually sync subscription status

Auto-Renewal Issues

Cancel Auto-Renewal:

1. Enter Subscription Management

   • Login to account and go to "Account Settings"
   • Click "Subscription Management"
   • Find current subscription plan

2. Modify Renewal Settings

   • Click "Manage Subscription"
   • Select "Cancel Auto-Renewal"
   • Confirm cancellation operation

3. Confirm Settings Take Effect

   • Check renewal status shows "Cancelled"
   • Record current subscription expiration time
   • Set expiration reminder if necessary

Early Renewal:

• Manual renewal is available before subscription expires
• New subscription period starts after current period ends
• Supports changing to different plan types

Plan Downgrade Issues

Downgrade Description:

• Downgrade takes effect in next billing cycle
• Current period still enjoys original plan features
• Data will not be lost, but may have feature restrictions

Operation Steps:

1. Go to "Subscription Management"
2. Select "Change Plan"
3. Select lower-level plan
4. Confirm downgrade and set effective time

🧾 Invoices and Receipts

Invoice Issuance

Supported Invoice Types:

• Personal invoices (electronic regular invoices)
• Enterprise invoices (electronic regular invoices)
• Enterprise invoices (VAT special invoices)

Invoice Information Requirements:

Personal Invoices

• Invoice header: Personal name
• Contact phone
• Email address

Enterprise Invoices

• Company full name
• Unified social credit code
• Company address
• Contact phone
• Bank account and account number (required for special invoices)

Invoice Process:

1. Apply for Invoice

   • Find corresponding order in "Subscription Management"
   • Click "Apply for Invoice"
   • Select invoice type

2. Fill Invoice Information

   • Accurately fill invoice header information
   • Select invoice content category
   • Provide receiving email

3. Wait for Issuance

   • Wait for review after submission
   • Generally issued within 3-5 working days
   • Invoice will be sent to specified email

Payment Receipts

Payment Receipt Acquisition:

1. System Automatic Sending

   • Automatically sent to registered email after successful payment

2. Order Details View - View order details in account

3. Resend - Can apply to resend payment receipt

Receipt Contains Information:

• Order number and payment time
• Payment amount and payment method
• Subscription plan details
• Service period

💸 Refund Applications

Refund Policy

Full Refund Situations:

• Major service failure causing inability to use
• Within 7 days of subscription and paid features not used
• Duplicate or erroneous charges
• Technical issues causing features to function improperly

Partial Refund Situations:

• Refund application during subscription period
• Some paid features already used
• Refund amount calculated based on actual usage time

Non-Refundable Situations:

• Complete subscription period service already used
• Personal reasons for no longer using
• Service suspended for violating terms of service

Refund Application Process

1. Prepare Application Materials

   • Order number and payment proof
   • Detailed explanation of refund reason
   • Relevant issue screenshots or proof
   • Bank card information (for refund)

2. Submit Refund Application

   • Contact customer service or submit online application
   • Fill out refund application form
   • Upload relevant supporting materials

3. Wait for Review and Processing

   • Customer service will process within 3 working days
   • Additional information may be required
   • Refund arranged after approval

4. Refund Received

   • Refund will be returned to original payment account
   • Arrival time varies by bank: 1-15 working days
   • Email notification upon receiving refund

Refund Time and Method

Refund Processing Time:

Application review: 1-3 working days
Refund initiation: 1 working day after approval
Arrival time:
- Alipay/WeChat: 1-3 working days
- Bank cards: 3-15 working days
- Credit cards: 1-2 billing cycles

Refund Methods:

• Original path return: Refund to original payment account
• Account balance: Refund to SmartCV account balance
• Bank transfer: Bank transfer in special circumstances

🔄 Subscription Changes

Plan Upgrades

Instant Upgrade:

• Upgrade fee = New plan price - Current plan remaining value
• Enjoy new plan features immediately after upgrade
• New billing cycle starts from upgrade time

Upgrade Process:

1. Select New Plan

   • Select target plan on "Pricing" page
   • Compare feature differences and prices
   • Confirm upgrade needs

2. Confirm Upgrade Fee

   • System automatically calculates upgrade fee
   • Deducts current plan remaining value
   • Confirm final payment amount

3. Complete Payment

   • Select payment method
   • Complete upgrade payment
   • Enjoy new plan features immediately

Pause and Resume Subscription

Pause Subscription:

• Some plans support pause function
• No billing during pause, features restricted
• Can resume subscription at any time

Resume Subscription:

• Click "Resume Subscription" in "Subscription Management"
• Confirm billing cycle after resumption
• Features restored immediately after paying corresponding fees

💰 Discounts and Promotions

Promo Code Usage

Usage Steps:

1. Find "Promo Code" input box on payment page
2. Enter valid promo code
3. Click "Apply" button
4. Confirm discount amount is correct
5. Complete payment

Common Issues:

• Promo code invalid - Confirm promo code spelling is correct, check if expired
• Cannot use - Confirm account meets usage conditions
• Discount not applied - Refresh page or re-enter promo code

Student Discount

Application Requirements:

• Provide valid student proof
• Student identity verification
• Meet age requirements

Application Process:

1. Contact customer service to apply for student discount
2. Submit student identity verification materials
3. Wait for review and confirmation
4. Receive exclusive promo code
5. Use promo code to complete purchase

🛡️ Payment Security

Security Guarantee Measures

Data Encryption:

• All payment data transmitted using SSL encryption
• Complete bank card information not stored
• Complies with PCI DSS security standards

Third-Party Payment:

• Use well-known payment platforms to process transactions
• Payment information does not pass through SmartCV servers
• Enjoy bank-level security protection

Suspicious Transaction Handling

When discovering suspicious transactions:

1. Immediate Action

   • Check bank card transaction records
   • Confirm if it's your own operation
   • Contact bank to suspend suspicious transactions

2. Contact Customer Service

   • Contact SmartCV customer service immediately
   • Provide transaction details and time
   • Apply for transaction investigation

3. Security Measures

   • Change account password
   • Check other payment platforms
   • Monitor subsequent transaction records

📞 Payment Problem Help

Preparation Before Contacting Customer Service

Necessary Information:

• Order number or transaction number
• Payment time and amount
• Payment method and bank
• Error message screenshots
• Last 4 digits of bank card

Common Issue Self-Check

Pre-Payment Check:

• Bank card information correct
• Sufficient balance
• Stable network connection
• Browser supports payment
• Turn off VPN and proxy

Post-Payment Confirmation:

• Received payment confirmation email
• Bank card charged
• Subscription status updated
• Feature permissions activated

Related Resources

• Common Issues - Other common issues
• Account Issues - Account-related issues
• Technical Issues - Technical troubleshooting
• Contact Support - Get human help