TL;DR: CoinTracking does not store your credit card details. To change your billing or payment information, you must either cancel your current subscription and set up a new one, or contact support for a Stripe link to update without interruption. Your current Premium membership days won’t be lost. They’re credited on your next purchase. Auto-renewals are enabled by default unless canceled. Refunds are generally only possible within the 14-day right of withdrawal and are requested via a dedicated online refund form, separate from canceling your subscription.
How do I change my payment method?
You must cancel your existing subscription via the billing tab in your account settings. Then, go to the Upgrade page and repurchase the Premium membership using your new payment method. Your remaining days will be credited toward the new plan.
If the "Cancel Subscription" button isn’t visible, your subscription is already canceled and no future charges will occur.
Note: after canceling, changing your billing information always requires a manual new purchase via the Upgrade page. Your billing data does not automatically carry over to a new subscription.
Is there another way to update billing details?
Yes. Contact our Support Team to request a Stripe update link, which allows you to change your billing information without canceling the existing subscription.
Why was my premium membership renewed automatically?
Subscriptions are set to auto-renew by default when you purchase a plan via PayPal or credit card. This is clearly shown during checkout.
To avoid renewal, cancel your subscription at any time via the billing settings.
You will receive a reminder email before renewal, unless you haven’t verified or submitted your email address.
Why do we auto-renew memberships?
Many users rely on API connections for portfolio tracking. If a subscription lapses, APIs stop syncing, and some may need to be manually reset. Auto-renewal ensures uninterrupted account access and service continuity.
If you prefer not to receive notifications but don’t provide a verified email, you are still responsible for monitoring your subscription status.
How do I update my billing address or VAT info?
Go to the Upgrade page.
Select a package.
Click the "Add additional billing data" button.
Enter your updated information.
Choose "Individual" for personal use.
Choose "Company" and provide a valid VAT ID for business purchases.
These changes only apply to future purchases and renewals.
For payments of 250 EUR or more, a complete billing address, including state/province, is required. Without this information, available payment methods may not be displayed at checkout.
What does the error "Your Credit Card requires additional authentication" mean?
This message usually appears due to issues with your payment provider, such as an expired card, insufficient funds, or payment authorization failures.
What to do:
Contact your payment provider.
After resolving the issue, retry by clicking "Authenticate Payment" after a few days.
If the error persists, cancel your subscription and start a new one with updated payment info.
I got a payment error at checkout, but was I actually charged?
An error message during checkout does not always mean the payment failed. In some cases, the transaction is processed successfully in the background despite the error being shown.
Before retrying a payment, check your billing/payment history (or your bank/payment provider) to confirm whether a charge actually went through. This also helps avoid duplicate charges for the same subscription period. If you were charged twice, contact support so the duplicate can be reviewed and refunded.
What does "waiting for payment" mean on my order?
This status means the payment has been initiated but not yet confirmed. If your order stays in this status:
Check with your payment provider or bank to confirm the transaction went through.
Refresh the page or log out and back in, as the status may simply need to update.
Double-check that you followed the correct payment instructions exactly (e.g. correct amount, reference, or redirect steps).
If the status doesn’t change after these steps, contact support for further assistance.
How do I cancel my subscription?
Go to your billing tab and click "Cancel Subscription". If no button appears, the subscription is already canceled or was never set up.
If you’d rather not manage cancellation, billing, and renewals yourself, ask support about the Full-Service option as an alternative.
To fully withdraw from a purchase contract, contact our Support Desk. Refunds are typically offered only within 14 days of purchase (right of withdrawal).
My individual subscription is linked to a company/team account. How do I cancel it?
If your individual subscription is linked to a company account, it may need to be temporarily unlinked from the company account before it can be canceled on its own. Once the individual subscription has been canceled, the account can be relinked to the company account again. Contact support if you need help with this unlinking/relinking process.
How do I request a refund?
Refunds fall under the 14-day right of withdrawal: if you request a refund within 14 days of purchase, you're generally entitled to a full refund.
Process:
Contact support to receive a personalized link to the online refund request form (you must be logged into your account for this link to work correctly).
Fill out the form to submit your refund request.
Refunds are typically processed within a few days, up to 5 business days, and appear directly in your original payment method (e.g., PayPal). There is no separate confirmation email step.
Important: Requesting a refund does not automatically cancel your subscription. You must also cancel it separately in the billing tab to stop future automatic renewals.
If the refund link fails or has already been used, support can process the refund manually instead.
Can I get a refund after the 14-day period has passed?
Standard refunds are only guaranteed within the 14-day withdrawal period. Refunds requested outside this window are not guaranteed, but may be granted as an exception or goodwill gesture, depending on the situation. In some cases, support may instead offer a discount/loyalty voucher for future use as an alternative to a refund.
How can I check the status of my refund request?
Refund status is not visible directly in your account. It is tracked and communicated via support. Contact support for an update, including confirmation of the date and payment method used for a specific refund, or to check whether a previously submitted request has been completed.
If your account has already been closed, refund requests submitted beforehand are still processed by the relevant department.
I booked the wrong plan (e.g., Expert instead of Pro). What now?
If you accidentally purchased the wrong subscription level, contact support. In many cases, the billing team can manually adjust your plan to the correct level instead of requiring you to cancel and repurchase.
What happens if I upgrade from an annual plan to Lifetime?
When upgrading from an annual plan to a Lifetime plan, the amount you already paid is credited toward the new Lifetime price. Any applicable discounts (e.g., 10%) are factored into this calculation. Once you switch to Lifetime, there is no more annual renewal or recurring charge.
Does my transaction limit reset each year?
No. The transaction limit tied to your package refers to the total number of transactions in your account, not to transactions added within a given year. Once the total limit is reached, an upgrade is required regardless of when the transactions were added.
Summary
To update billing or payment information, cancel and repurchase, or contact support for a Stripe update link. Auto-renewal is active unless canceled. Refunds are generally limited to the 14-day withdrawal period and are requested via a personalized online refund form (separate from cancellation), with processing taking up to a few business days. Exceptions outside the 14-day window, plan corrections, and Lifetime upgrades are handled by support on a case-by-case basis. Always check your billing tab, payment history, and email settings to avoid surprises on renewal.