You've paid and the app hasn't caught up yet. Don't worry — this is usually just a short delay while your payment is confirmed, and it fixes itself. Here's what's happening and what to do if it takes longer than expected.
What normally happens
After you pay, the app opens a confirmation screen and checks for your payment every couple of seconds for up to 30 seconds. When it comes through you'll see "Subscription activated!" (or "You're on the {Plan}!" if you're signing up for the first time).
While it's still checking you'll see:
"Almost there!" "Your payment is still being processed. Once completed in Stripe, your plan will activate automatically."
What to check first
- Did the browser page finish? After paying you should see "Payment confirmed / You're all set." If you closed the browser early, reopen the app — it re-checks automatically each time you switch back to it.
- Did you cancel at the payment page? If it said "Payment cancelled / No charge was made.", nothing was charged. Tap Back to Ask A Vet and choose your plan again.
Step-by-step
- Use the Refresh button. If the check times out you'll see Checking your payment status — "We're still waiting for confirmation from Stripe. Once your payment is completed, tap Refresh to continue." Tap Refresh payment status.
- Switch away and back. Put the app in the background for a few seconds, then reopen it. The check restarts on its own every time the app comes to the foreground.
- Reopen your plan screen. Go to Settings → Subscriptions. This screen re-checks your subscription every time you open it, and will pick up a payment that's now confirmed.
- Give it a few minutes and repeat step 3. Confirmation occasionally lags behind the payment itself.
Tip: If the browser page never sent you back, tap Open Ask A Vet now on the confirmation page instead of waiting for the 10-second countdown.
When to contact support
Contact Ask A Vet support if your card has been charged but your plan hasn't changed after several checks over an hour or so — include the date and amount of the charge. [CONFIRM: support contact channel/address for billing questions]
Related articles