# Account and billing (/docs/troubleshooting/account-billing)



## Web sign-in fails [#web-sign-in-fails]

Confirm you are using the intended environment and account. Retry in the same browser profile, allow
required cookies for the site, and check that privacy software is not blocking the authentication
request. Extension sign-in has separate steps in [Extension sign-in](/docs/troubleshooting/sign-in).

## A passkey is unavailable [#a-passkey-is-unavailable]

Use a device or browser that has access to the registered authenticator. If you still have another
working sign-in method, sign in and add a replacement passkey before revoking the inaccessible one.

## Checkout did not complete [#checkout-did-not-complete]

Return to **Billing** and inspect the displayed status before starting another checkout. A declined or
incomplete payment remains under Stripe's control. Do not send full card details or screenshots that
contain payment information to eReader Relay support.

## The subscription status has not updated [#the-subscription-status-has-not-updated]

Refresh after the Stripe flow completes. Confirm the checkout used the same eReader Relay account. If
the status remains stale, report the approximate checkout time, time zone, selected plan, and any
non-sensitive Stripe reference shown on the confirmation.

## Cancellation is pending [#cancellation-is-pending]

Review the effective date on the Billing page. If the product offers **Keep subscription**, it can
reverse a still-pending cancellation. A completed cancellation may require a new subscription.

## A plan name does not explain a limit [#a-plan-name-does-not-explain-a-limit]

The current release exposes Free, Basic, and Pro, but a public enforced limit matrix is not yet
published. The Billing page is authoritative for subscription state; do not infer unlisted promises
from the plan name.