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Subscription & Billing

FAQs about billing and pricing.
Ella Nina
By Ella and 1 other
20 articles

Why was my Credit Card Declined?

Credit card payments can sometimes fail unexpectedly. Here’s why your transaction might have been declined. There are many reasons why a credit card might be declined. A card decline usually occurs when the issuing bank’s automated security system flags a transaction. While OneStream Live does not trigger these declines, they typically happen for one of the following reasons: Payment Decline Reasons - Insufficient Funds: The account associated with the card does not have enough balance to cover the subscription cost. - Incorrect Card Details: Double-check that the CVV/CVC code, expiration date, and billing zip code are entered correctly. - Online Transaction Restrictions: Some banks disable online or international "CNP" (Card Not Present) transactions by default. You may need to enable this in your banking app. - Bank Security Filters: Your bank might flag the payment as "unusual activity" based on your spending habits or the transaction's origin. - Expired Card: Ensure the card on file hasn't expired. Steps to Resolve Payment Issues - Contact Your Bank: Call the number on the back of your card and ask them to "Authorize charges from OneStream." - Check Online Settings: Log in to your banking portal to ensure "International" and "Online" purchases are toggled ON. - Update Payment Method: If the issue persists, try an alternative card or use a different payment method (like PayPal) in your Billing Settings. Related Articles - How to Reactivate My Canceled Subscription? - How to Pause a Subscription?

Last updated on Aug 04, 2026

What is OneStream Live's refund policy?

OneStream Live’s Refund Policy ensures a fair approach to billing while maintaining the standard that subscriptions are generally non-refundable. Since features are accessible immediately upon purchase, exceptions are typically reserved for service-related issues or unauthorized activity. No Refund Policy Refunds are generally not provided for: - Subscriptions that were active but unused. - Forgotten subscriptions. - Cancellation requests made after a billing cycle has started. - Dissatisfaction without contacting support for troubleshooting. Policy Highlights - Access: Subscriptions remain active until the end of the current billing cycle (monthly or yearly) after cancellation. - No Prorated Refunds: We do not offer credits or prorated refunds for canceled subscriptions once a billing period has started. - Service Failures: Refunds are primarily considered if the platform fails to function due to internal technical issues. Each case is reviewed individually. Refund Eligibility Refund requests may be reviewed in the following situations: - Service Failures If the platform fails to function due to issues on our end, our team will investigate and may offer a refund or alternative resolution. - Cancellation Request Not Processed If you requested cancellation earlier but it was not processed, please contact our team with proof of the request. - Unauthorized Transaction If you believe a payment was made without your authorization, notify your bank/payment provider and contact our support team immediately. Requesting a Refund Send an email to care@onestream.live including: - Your OneStream account email. - The reason for your request. - Supporting documents such as invoices, screenshots, or proof of cancellation. Our team will review your case and respond with the outcome. Related Articles - What is Onestream's Cancellation Policy? - How to Find My Current Subscription?

Last updated on Aug 13, 2026