Hello AppSheet Support,
I hope you are doing well.
Jose, thank you again for your help last month.
You helped us resolve this issue by manually creating a new invoice, and we were able to pay it successfully. Our account was restored after that.
Unfortunately, the exact same problem has happened again this month.
Our AppSheet production account has been blocked because the billing system continues trying to charge the old Visa card ending in 2688, even though we already updated our payment method to a different card.
The new payment method is correctly saved in our billing account, but AppSheet still attempts to charge the old card every month.
When we try to pay the outstanding invoice manually from the Billing page, we only receive the message:
“Error paying invoice”
We are unable to complete the payment even though a valid payment method is already configured.
This has now become a recurring monthly billing problem.
Last month you solved it by creating a new invoice manually, but this month the same issue has happened again.
Our production application is currently blocked, which is affecting our daily operations and our customers.
Could you please escalate this case to the Billing team?
We kindly ask for your help with the following:
• Permanently remove the old card ending in 2688 from our billing profile.
• Ensure all future invoices use the updated payment method.
• Help us pay the current outstanding invoice immediately.
• If necessary, please create a new invoice again so we can pay it immediately and restore our production account.
I have attached screenshots showing:
• The payment failed email.
• The billing page showing the updated payment method.
• The “Error paying invoice” message.
• Last month’s successful payment receipt.
• The current unpaid invoice.
This problem is now happening every month and is seriously affecting our business.
We would greatly appreciate your urgent assistance.
Thank you very much.
Best regards,
Grupo LiTek
