Your account & subscription · Troubleshooting
Your account: troubleshooting
Fixes for common problems with your COHO subscription and the Your Account panel. For how billing works, see Your account & subscription; for step-by-step instructions, see Your account: how-to.
I can’t see the Your Account panel, or my invoices
Section titled “I can’t see the Your Account panel, or my invoices”Why it happens: your role doesn’t include accounting. The panel then says “You do not have access to accounting.” If you can’t see Your Account in the menu at all, your role has neither accounting nor organisation settings.
How to fix it: ask your organisation’s owner or an admin to give your role permission to view accounting and invoices (and to change them, if you need to pay or change the card).
The panel says “You have no valid payment method.”
Section titled “The panel says “You have no valid payment method.””Why it happens: no card is saved, or the saved card can’t be used.
How to fix it: click Add now and enter a card. See Add or change your payment card.
The panel says “We have recently changed payment providers.”
Section titled “The panel says “We have recently changed payment providers.””Why it happens: your card was saved with COHO’s previous payment provider and needs adding again.
How to fix it: click Update now and enter your card.
My card details won’t save
Section titled “My card details won’t save”Why it happens:
- A detail was mistyped, or the card has expired.
- Your bank declined the card or needs you to confirm it, and the confirmation wasn’t completed.
- A temporary problem, shown as “Unable to set up payment details. Please try again.” or “Something went wrong confirming your card details. Please try again.”
- Your bank accepted the card but COHO couldn’t save it, shown as “There was an error with the payment details. Please check them and try again.”
How to fix it:
- Check the card number, expiry date and security code.
- Try again and complete any confirmation your bank shows (a code or an app prompt).
- If it still fails, try another card, or contact COHO with a screenshot of the message.
A payment failed
Section titled “A payment failed”Why it happens: the card was declined, had insufficient funds, has expired, or your bank needed you to confirm the payment. The notice shows “Last attempted on [date] - [reason]”. A reason such as “This PaymentIntent requires an on-session action” means your bank wants you to confirm the payment yourself.
How to fix it:
- If the card has expired or changed, add the new card.
- Click Pay now on the notice and complete any confirmation your bank asks for. See Pay an outstanding invoice.
- If you don’t pay, COHO retries automatically for about two weeks. Don’t wait too long: unpaid invoices can lead to your account being suspended.
My invoice says “(pending review)”
Section titled “My invoice says “(pending review)””Why it happens: COHO checks each subscription invoice before taking payment. Until then it can’t be paid or charged, and Pay now doesn’t show.
How to fix it: nothing to do. Keep a valid card saved and COHO takes the payment once the invoice is checked. If it’s been pending for more than a few days, contact COHO.
My account says “Account temporarily suspended”
Section titled “My account says “Account temporarily suspended””Why it happens: invoices have stayed unpaid, so COHO has locked your team out of everything except the Your Account panel until they’re paid.
How to fix it:
- Ask your organisation’s owner, an admin with full access, or someone with accounting permission to log in.
- Add a valid card if needed, then click Pay now on each outstanding invoice. See Pay an outstanding invoice.
- Once nothing is outstanding, the account unlocks straight away. Reload the page.
If you can’t pay right now, contact COHO (support@coho.life) to discuss options.
COHO keeps taking me to “Activate your subscription”
Section titled “COHO keeps taking me to “Activate your subscription””Why it happens: your first subscription invoice hasn’t been paid, or you have active properties but no card. COHO opens the payment page until it is.
How to fix it: enter your card and pay on that page. If you’re only trying COHO out, use the demo account linked from the page instead.
I added a property or room and it’s deactivated
Section titled “I added a property or room and it’s deactivated”Why it happens: it takes you over the units you’ve paid for, and you haven’t accepted the extra charge or added a card. COHO adds it but keeps it deactivated: “We have temporarily disabled this property until you add a payment method” (or “accept”).
How to fix it: on the Payment details page, add a card or click Yes to accept the charge. If you left the page, click Activate on the property (or Activate room on the room) to see it again. See Accept the charge for a new property or room.
I’m being charged for a property I don’t use any more
Section titled “I’m being charged for a property I don’t use any more”Why it happens:
- The property is still active in COHO. COHO bills from what’s active, not from when you handed it back.
- Its rooms are marked Unavailable or empty. That doesn’t change your units.
- You deactivated it during the month. The current month was charged in advance and isn’t refunded.
How to fix it: deactivate the property (or its rooms) as soon as it leaves your portfolio, and check How we calculate units. See Reduce your bill. If you think you’ve been charged for a property that was deactivated before the month started, contact COHO with the property and date.
I was charged for a unit I only added for a short time
Section titled “I was charged for a unit I only added for a short time”Why it happens: a unit counts as soon as it’s active. On a monthly plan, a unit added on or before the 15th is charged for the rest of that month, and appears on your next invoice as a “(previous month)” line.
How to fix it: this is expected. To avoid it, don’t activate properties or rooms you don’t need, even briefly.
My invoice is for more units than I have
Section titled “My invoice is for more units than I have”Why it happens:
- Your plan has a minimum number of units, and you have fewer active.
- You’re in the first 3 months of a monthly subscription, when you pay for at least the units you signed up with.
- Units you deactivated are still active somewhere: check How we calculate units.
- On an annual plan, units added during the year are charged up to your renewal date.
How to fix it: check How we calculate units and your plan sentence. If the count still looks wrong, contact COHO with the invoice reference.
I want a refund
Section titled “I want a refund”Why it happens: COHO bills in advance, and payments already taken aren’t refunded when you deactivate units or cancel. Annual and committed plans can’t be cancelled or reduced during their term.
How to fix it: if you believe a charge is wrong, contact COHO with the invoice reference. If COHO agrees a refund, it appears in Past Invoices as Refunded or as a Credit note.
I cancelled and now I can’t see my properties
Section titled “I cancelled and now I can’t see my properties”Why it happens: cancelling deactivates every property straight away, even if you’ve paid for the rest of the period.
How to fix it: on the Properties panel, show Inactive properties and click Activate on the ones you need. Download what you need, then deactivate them again before the start of the next month (or your renewal date) to avoid a new charge.
I can’t find the cancel link
Section titled “I can’t find the cancel link”Why it happens:
- You don’t have permission to change the subscription.
- You have no active units, so there’s nothing to cancel and you’re not being charged.
- You’ve already cancelled, or a cancellation request has already been sent.
How to fix it: ask someone with subscription permission to cancel. If you’ve already cancelled and later reactivated properties, deactivate them yourself (see Reduce your bill) or contact COHO.
I’ve cancelled but I still see “Your next invoice…”
Section titled “I’ve cancelled but I still see “Your next invoice…””Why it happens: COHO prepares upcoming invoices in advance. It’s a preview, not a charge.
How to fix it: check How we calculate units shows no active units. If nothing is active at the start of the month, you aren’t charged for it (unless you’re within an annual or committed term).
I sent a cancellation request and haven’t heard back
Section titled “I sent a cancellation request and haven’t heard back”Why it happens: for large portfolios and Annual (paid monthly) plans, the button sends a request to COHO’s team instead of cancelling.
How to fix it: contact COHO to follow up. Your properties stay active, and are billed, until it’s dealt with or you deactivate them.
My credit purchase failed
Section titled “My credit purchase failed”Why it happens: the saved card was declined or needed your bank’s confirmation, or no card is saved: “You have no valid payment method. You need to update your payment details in “Your Account”.”
How to fix it: add or change your card, check it has funds, and try again. If you see “Failed taking payment” with a card that works elsewhere, your bank may be blocking the payment; ask them to allow it, or try another card.
My SMS credits ran out faster than I expected
Section titled “My SMS credits ran out faster than I expected”Why it happens: long texts use a credit for each part, and a message to several people uses credits for each of them.
How to fix it: check the credit count the Message Centre shows before you send, and keep messages short. See what you’ve sent under SMS > Credit SMS on the Your Account panel.
Referencing won’t start because of my organisation details
Section titled “Referencing won’t start because of my organisation details”Why it happens: Essential and Credit checks need an address and a public telephone number for your organisation.
How to fix it: add a Correspondence address (or Invoice address or Registered office) and a Public telephone number in Company Settings. See Update your organisation details.
COHO’s billing emails go to the wrong person
Section titled “COHO’s billing emails go to the wrong person”Why it happens: billing emails go to Invoice email. If it’s blank, they go to your organisation’s owners.
How to fix it: set Invoice email in Company Settings. Separate several addresses with commas.
Can I pay by Direct Debit, or on a different day?
Section titled “Can I pay by Direct Debit, or on a different day?”Why it happens: COHO charges a card at the start of each month (or year). Direct Debit isn’t available, and the payment day can’t be changed in COHO.
How to fix it: keep a card saved. If you need a different arrangement, contact COHO.
Error messages
Section titled “Error messages”| Message (as shown) | What it means | What to do |
|---|---|---|
| “You do not have access to accounting.” | Your role can’t see accounting | Ask an admin for permission to view accounting and invoices |
| “You do not have permission to change accounting for this organisation” | Your role can’t pay, change the card or buy credits | Ask an admin for permission to change accounting and invoices |
| “You do not have permission to unlock this organisation account” | Only the owner, an admin with full access, or someone with subscription permission can pay to unlock | Ask one of them to log in and pay |
| “You do not have permission to cancel the subscription for this organisation” | Your role can’t cancel | Ask someone with permission to change the subscription |
| “You do not have permission to top up SMS credits. Reach someone from your organisation with payment permissions.” | Your role can’t buy credits | Ask someone with accounting permission |
| “You have no valid payment method.” | No usable card is saved | Click Add now and add a card |
| “No payment method has been configured for this organisation.” | Pay now was used with no card saved | Add a card, then try again |
| “Unable to set up payment details. Please try again.” | The card form couldn’t load | Reload the page and try again |
| “Something went wrong confirming your card details. Please try again.” | The card couldn’t be confirmed | Check the details and try again, or use another card |
| “There was an error with the payment details. Please check them and try again.” | The card was confirmed but couldn’t be saved to your account | Try again. If it keeps happening, contact COHO with a screenshot |
| “This PaymentIntent requires an on-session action” | Your bank wants you to confirm the payment | Click Pay now and complete your bank’s check |
| “Failed taking payment” | A credit purchase or charge was declined | Check the card and funds, then try again or use another card |
| “You must accept the terms by checking the tick box” | The confirmation box wasn’t ticked | Tick it, then click Purchase |
| “You must buy at least £[amount]+VAT worth of credits in a single purchase.” | Below the minimum spend | Buy more credits |
| “Messaging is free on this account, so no top-up is needed” | Your SMS or WhatsApp is free | Nothing to do |
| “You need [n] WhatsApp conversation credits for this send but do not have enough. Please top up to continue.” | Not enough WhatsApp credits | Top up and send again |
| “Set up your payment details before opting in to WhatsApp.” | No card is saved | Add a card first |
| “Can’t cancel the subscription as no active units” | Nothing is active, so you’re not being charged | Nothing to do |
| “Can’t cancel subscription as too many units” | Your portfolio is large enough that cancelling needs COHO’s team | Reload the page and use Submit request |
| “Can’t make request to cancel subscription as too few active units” | A request can’t be sent for this account | Contact COHO to cancel |
| “A request has already been made” | You’ve already sent a cancellation request | Wait for COHO to contact you, or follow up |
| “Subscription already cancelled” | You’ve cancelled before | Deactivate any properties you’ve reactivated, or contact COHO |
| “Test accounts are not charged for a subscription.” | Free accounts don’t pay a subscription | Nothing to do |
| “Cannot start reference because the organisation does not have a preferred address” | No organisation address is saved | Add one in Company Settings |
| “Cannot start reference because the organisation does not have a public telephone number” | No public phone number is saved | Add Public telephone number in Company Settings |