Troubleshooting your account and plan

This page collects the problems creators report most often with their own Zanfia account: signing in, paying for the plan, limits and team access. Each answer gives the cause and the steps that fix it. Problems your clients have when they log in to your platform are covered in Troubleshooting clients and the inbox.

I cannot sign in to Zanfia

You sign in at https://app.zanfia.com/auth/login with Google, a password, or a 6-digit code sent to your login email. Find your case in the table.

All three ways lead to the same account as long as the email address is the same. Step by step: Sign in and recover access.

I no longer have access to my login email

Login codes and password changes go to your login email, so without that mailbox you cannot get back in on your own, and the change of address in Settings → Account needs a code from the old mailbox too.

1. If you can still read the old mailbox, even for a short time, change the address now: Settings → Account (/settings/account), Login email, Change email (Change your login email).
2. Otherwise write to support@zanfia.com from an address you can read. Name the workspace, the old login email and the new address you want to use.
3. Pick a new address that does not already belong to another Zanfia account; an address that is in use cannot be assigned.

My payment for Zanfia failed

When a renewal cannot be charged, you get the email "Payment problem with your Zanfia subscription" and a yellow banner at the top of the app: "Your current subscription for using Zanfia is unpaid." The charge is retried automatically, but fixing the card yourself is faster.

1. Click Go to settings on the banner, or open Settings → Billing (/settings/billing). Only the workspace Owner can change anything here.
2. In Payment Method click Manage and add or replace the card on the Stripe page.
3. In Payment History find the invoice with the status Pending and click Pay now.
4. If a red banner says "Action required - confirm your subscription payment to keep your workspace active.", click Confirm payment and approve the charge with your bank.

Details: Invoices and payment method.

My subscription was cancelled and the app is locked

After several failed charges the subscription is cancelled and you get the email "Your Zanfia subscription has been cancelled". The same happens at the end of the paid period when you cancelled the plan yourself. Nothing is deleted: your products, clients and content wait for you.

1. Sign in as the workspace Owner. Instead of the app you see a full-screen page with the plans.
2. Choose a plan and pay. The workspace unlocks by itself after the payment.
3. Team members see the same screen with "Ask the workspace owner to renew the plan to restore access."; they cannot renew for you.

While no plan is active, your clients lose access to the products of this workspace and your checkouts stop accepting orders. Both come back when a plan is active again. See Cancel or resume your Zanfia plan.

I changed my plan, but the old plan still shows

A plan change applies as soon as you confirm it on the payment page, but the plan name in the app can lag behind for a moment.

1. Wait up to a minute and refresh Settings → Billing (/settings/billing).
2. Check Payment History. A new entry for the change means it went through. No new entry means the change was not confirmed: on the Stripe page, going back changes nothing and charges nothing.
3. With several workspaces, make sure you are in the right one. Only the workspace you are in changes plan; the others keep theirs. Its name is under your email in the profile menu.
4. A plan card that reads Doesn't cover your current usage cannot be picked, because its limits are lower than what you use today.

Details: Change your Zanfia plan.

Where do I change the company details on my Zanfia invoices?

The details on the invoices Zanfia issues to you come from the Billing details section, which only the workspace Owner can edit.

1. Open Settings → Billing (/settings/billing) and click Edit in Billing details.
2. Fill in Company Name, Tax ID and the address, and click Save. The new details are used on invoices issued from now on.
3. During the free trial this section does not exist yet: you enter the details on the Stripe payment page when you buy your first plan.
4. A workspace that was added to an existing subscription shows Billing is managed in your main account. Switch to your main workspace and edit the details there.

An invoice that was already issued does not change when you edit the details; for a correction of an issued invoice, write to the Zanfia team. Invoices you issue to your own clients are a different topic: Invoices.

I got an email that a limit of my plan was reached

An email such as "[Action required] Storage limit reached" means one of the meters in Settings → Usage (/settings/usage) is full. What stops depends on the limit:

Extra storage and credit packs are described in Buy AI credits, transcription minutes and storage.

A team member cannot see orders, clients, Billing or Integrations

What a team member sees follows their role, so a missing menu entry or button is usually the role working as intended.

To change a role, the Owner or an Admin opens Settings → Members (/settings/members), clicks the three-dot menu in the member's row and chooses Change role. The section What each role can do on the same page lists every permission per role. The Assistant follows the same roles: it will not list clients or revenue for a member whose role cannot see them. More: Team members and roles.

A team member does not need a Zanfia plan of their own. They sign in with their own email and work inside your workspace, on its plan and its limits.

My trial ended and I need more time

When the trial ends, the app is replaced by a locked screen. Your products, clients and content are kept.

1. On the locked screen click Need more time?.
2. In the Request a trial extension window describe what you still want to finish and click Send request.
3. The team reviews every request individually and replies by email, usually within one business day. The screen stays locked until then.

To start selling without waiting, click Choose a plan on the same screen. More: Your free trial.

How do I close my Zanfia account?

Closing an account is done in two steps, because a workspace with a running subscription cannot be deleted.

1. Cancel the plan: Settings → Billing (/settings/billing), Cancel subscription at the bottom of the page. The plan stays active until the end of the paid period and is not charged again (Cancel or resume your Zanfia plan).
2. When the subscription has ended, delete the workspace: Settings → Workspace (/settings/workspace), Danger zone, Delete workspace. Access is cut off at once and the data is permanently erased after 30 days (Delete a workspace).
3. Deleting a workspace does not remove your own login. To have the login and your personal data removed as well, write to the Zanfia team.

If your problem is not on this list, write to the Zanfia team: Get help and contact support.