Was my card charged? Was it charged twice?

Your dashboard lists the payments your plan has made, and we email you a receipt for every payment that goes through. Check those two first: between them they tell you what was taken, when, and for which plan

Check the Payments list on your dashboard

The list shows your 24 most recent payments, newest first. A payment that is still being processed is not listed until it has gone through or not, so a new payment can take a few minutes to appear

Check your email

Our emails come from Vauz, at support@vauz.sealzi.com. Every payment that goes through gets a receipt from us, with its own receipt number starting with VZ-. Which email it comes in depends on why you paid:

Each receipt number belongs to one payment, so two different numbers mean two payments, and the same number twice means one. Our emails about a plan change booked for later, or a plan that won't renew, show a receipt number only if a payment was taken with them. The yearly reminder, and our emails about a payment that didn't go through, never show one

One receipt for each payment

Your receipts come from us: in our email, and from the Receipt button in your Payments list. Both show the same receipt number for the same payment, so a receipt in your email and one in your Payments list with the same number are one payment, not two

What the Plan card says about a payment in progress

"Confirming your payment ⏳ This can take a minute, so please don't pay again"

Your payment has been sent, and the answer has not come back yet. Leave the page open: the Plan card checks again by itself, for up to about seven minutes, and tells you as soon as it knows:

• "Payment went through 🎉": it was taken, and your plan is live
• "That payment didn't go through, so your plan stayed the same 💳 Try another card": your card was not charged, and nothing changed

While a payment is confirming, the site will not start another one for you: choosing a plan again only says "A change is still going through ⏳ Hang on a moment". If the card still says Confirming after seven minutes, refresh the page every few minutes. It keeps saying Confirming until the answer is in. If it still says Confirming the next day, write to support@vauz.sealzi.com

"Couldn't tell whether that went through 🤔 Don't pay again: your plan will show what happened in a minute"

Our answer didn't reach you (the connection may have dropped, for example), so the page can't tell whether your payment went through. It may have. Don't press anything: the Plan card loads again by itself and shows your plan as our records have it, either the new plan, Confirming your payment…, or your plan as it was before. Then look at your Payments list and your email

Messages that say nothing was charged

When you see one of these, nothing was taken from your card:

These don't say it in so many words, but nothing was charged when they appeared either: "The price or date just changed 🔄 Have another look and confirm again", "Another change is already underway ⏳ Try again in a moment", "Back from the card page 👋 Tick the box again to carry on" and "Your card is on file. Confirm your plan to finish". Every message the Plan card can show is in What does this message on my Plan card mean?

One message is different: "Your last payment went through after all 🎉 Your plan is back, so nothing new was bought". Here your card was charged. A later try of the payment that hadn't gone through was taken after all, for the plan you already had. That plan is back, and the new one you picked wasn't bought, so nothing was charged for it

The card check is not a payment

When you add or replace a card, Helcim checks the card with a $0 check. The check itself is not a payment

If you were buying a plan, the card page is headed Checkout and says the payment goes through once your card is saved. The payment itself is made after you are back on your dashboard, once, for the plan and the price you agreed to. If anything changed in between, or more than 30 minutes have passed, the box asks you to agree again and nothing is charged until you do. See Is pay.vauz.sealzi.com really Vauz?

When a renewal of yours didn't go through, the card you save is the one your plan's payment is taken from. What happens once you save it is in A payment did not go through

An upgrade usually charges nothing today

Moving up from Plus to Premium starts straight away, and the part of your Plus that you have paid for but not used yet becomes time on Premium. So the button says Upgrade now, and nothing is charged that day. The Plan card then says "Your unused time covers Premium until …", and that date is your first Premium payment

Only when there is no unused time left to carry over does the button say Upgrade and pay, followed by the price, and that is charged today

Moving down to Plus, or between monthly and yearly, charges nothing until the end of the period you have already paid for. See How paying for Vauz works

Buying again after a failed payment

If a renewal didn't go through and your plan stopped, you can buy a plan again. The confirmation box tells you "… Your Plus plan whose payment failed is cancelled first, so it can't charge you too" (with your plan's name), and asks for a card again: "Your last payment didn't go through on your saved card, so add a card again on our secure checkout page. The payment goes through as soon as it's saved"

The old plan is cancelled before you go to the card page. If it can't be, you stay on your dashboard, you're told, and nothing is charged

Still think you were charged twice?

Write to support@vauz.sealzi.com, or see Contact us from your dashboard, and include:

• the date of each payment
• the amount of each
• the receipt numbers, the ones starting with VZ-, if you have them

Do not send your card number, or any part of it. Your card number goes to Helcim, never to us, so it wouldn't help us find the payment. If you can't tell whether a charge is for Vauz at all, see Can I get a refund, or is this charge mine?