This article helps you resolve the most common issues with your studio's own Zenamu plan and its billing — a failed payment, changing your plan, or an expired trial period. It isn't about memberships or recurring memberships your clients pay for.
Your Zenamu plan is managed on the Plan page. On a computer, click the Plan button in the top bar next to your profile menu. On a phone, open the main menu and tap Plan. Only users with Administrator permissions (the super admin role) can open this page. It isn't in Settings.
A payment didn't go through
Nothing needs to happen right away: when a subscription payment fails, Zenamu retries it automatically over the following days. There's no manual "retry payment" button in the app, and a single failed attempt doesn't block your subscription.
While you wait for the next attempt, check the card you have saved:
Whether your payment card is still valid (expiration date).
Whether the card has a sufficient limit for automatic payments.
Whether your bank is blocking recurring online payments.
If something's wrong with the card, replace it — see How to change your payment card for the Zenamu subscription. Saving a new card doesn't charge it immediately — it's used at the next automatic attempt.
If payments keep failing, or you need it resolved sooner than the next attempt, write to us in the in-app chat and we'll sort it out with you.
When you're entering card details yourself — ordering your subscription for the first time, or saving a new card — and the payment won't go through, these steps usually help:
Try a different browser or incognito/private window.
Check if your bank requires 3D Secure verification — look for a push notification or SMS from your bank during the payment.
Try a different payment card.
Contact your bank to confirm that online recurring payments are not blocked.
Tip: If you see an error message during payment, copy it and send it to us via chat — it will help us identify the issue faster.
How to change your plan
Open the Plan page
Click Upgrade subscription or Downgrade subscription
Select the new plan you want to use
Confirm the change
When upgrading, the change takes effect as soon as the charge is paid: you pay the full price of the new plan minus a credit for the unused days, and a new billing period starts. When downgrading, the new plan activates at the end of your current billing period, and nothing is refunded. If you don't pay for your plan by card, write to us and we'll change the plan for you.
What happens after your subscription expires
Your studio profile and schedule page remain accessible, but some features will be limited to the free plan level.
Your data (classes, clients, orders) stays intact.
You can reactivate a paid plan anytime and all features will be restored.
How to switch to the free plan
If you want to stop paying and move to the free version, cancel your subscription on the Plan page with Cancel subscription. Your plan stays active until the end of the paid period, then switches to the free plan. The Zenamu plan can't be paused, and payments already made aren't refunded. Details are in How to switch back to the free version.
Frequently asked questions
Where can I find my subscription invoices?
Invoices for your Zenamu plan are on the Plan page, in the Zenamu subscription payments table. In the Document column, click View invoice details next to the payment. Invoices you issue to your clients are a different thing and are in Orders.
Can I pay by bank transfer?
Subscriptions are paid by card. If you need to pay by bank transfer (e.g., from a company account), contact us and we'll arrange an individual solution. Note that bank transfer payments require purchasing Zenamu for at least 1 year (annual plan).
I forgot to pay and my account is now limited
Just make the payment again. After a successful payment, all features are restored immediately.
Article note: Complements Zenamu pricing and plans and How to switch back to the free version.