Need help with billing?
Answers for the common payment and subscription problems, and how to reach a human.
Last updated 16 September 2026
1. My payment did not complete
If the payment page failed or you cancelled it, nothing was charged and nothing changes on your account - you can simply try again from the billing page.
FPX payments sometimes stall at the bank. Give it a few minutes; if the bank shows no deduction, try again, or pay by DuitNow QR or card instead.
2. I was charged but Pro is not active
Access is activated by a verified confirmation from the payment provider, which usually arrives within a few minutes. Reload the billing page after a short wait - unmatched payments are also re-checked and applied automatically. If Pro is still not active after 15 minutes, email us with your receipt or transaction reference and we will activate it or refund you in full.
3. I was charged twice
Email us the two charge dates and amounts (and references, if you have them). Verified duplicate charges are refunded in full - see the refund policy.
4. How auto-renew works
Only card payments (Maestro, Mastercard, Visa) can renew automatically. If you ticked auto-renew when paying by card, RM39 is charged to your card near the end of each 30-day period. FPX and DuitNow QR payments are one-time - you renew by hand, and we email you reminders before access ends.
You can see and change your auto-renew status on the billing page. If an automatic charge fails, auto-renew switches off and we email you so you can renew manually.
5. How do I cancel?
If auto-renew is off, there is nothing to cancel - access simply runs to the end of the paid period and stops. If auto-renew is on, press Turn off auto-renew on the billing page. Either way you keep Pro access until the end of the period you paid for, and your thesis stays readable and exportable afterwards.
6. I need a receipt or invoice
Email us the charge date and the email address on your account, and we will send a receipt for the payment.
7. Workshop access
Thesis-It online workshops are included while your Pro access is active. Sessions are scheduled periodically and announced by email to eligible users, with registration instructions. Certificates depend on attendance and completing the stated requirements. If you think you missed a workshop email, contact us.
8. Contact
Email support@thesisit.app from any address - include the email you use to sign in to Thesis-It so we can find your account. We reply by email.