Service troubleshooting
Symptoms and fixes for services in your account.
The service is not listed
Your services appears when the account has a service entitlement. Its status badge shows whether that entitlement is currently active.
- Check Orders. An unpaid, cancelled or refunded order grants nothing.
- Check Subscriptions. A lapsed subscription ends the service.
- Check the account. Buying with a second email address puts the service in a second account.
If the order is paid and the account is right, contact support with the order number.
The status badge is not active
| Badge | What to do |
|---|---|
| pending | Wait for the payment to clear — bank transfers and direct debits confirm after checkout |
| suspended | Check the subscription and the payment method; it usually resolves when a renewal succeeds |
| expired | Renew the subscription |
| revoked / blocked | Contact support; these are set deliberately |
The renewal date looks wrong
Renews / paid through is the end of the paid period. A renewal attempt can happen before that date, so the two do not have to match.
If the displayed date and status appear inconsistent, refresh the page and compare them with Subscriptions. If they still disagree, contact support with both values rather than assuming a payment succeeded.
Traffic figures are missing
Pending data means the last complete month has not been counted yet. Early in a month this is expected.
If data for the previous completed UTC month should be available but the state remains pending, ask support to check the service's measurement record.
Traffic tier state says "needs review"
The service is not linked to a measurable site, so it cannot be evaluated. That is a configuration issue on Pomatio's side. Contact support with the service name.
The service says "over tier"
Your last complete month exceeded the tier you pay for. Nothing stops working — it is a signal that your plan no longer matches your traffic.
Review the service plan and contact Pomatio through the official billing or support route if you need to discuss a different tier. A later completed month is evaluated independently.
"This month so far" is higher than last month
That is information, not a problem. Only complete months are evaluated.
I want to change plan
There is no upgrade or downgrade control on the service card. Use the official product or billing route, or contact support, before purchasing a second plan so the existing entitlement can be considered.
Nothing here matches
Send support the service name, the plan on the card, the badge, the renewal date and the traffic state if the card shows one. Do not send credentials of any kind. See Safe support information.