Trial access and conversion

Use this page when trial access is the part that feels hard to read.

Maybe you saw trial language in Cart. Maybe you added something to an existing subscription and did not see a new Paddle checkout window. Maybe Products shows trial access, but Billing does not show a paid line item for that product yet.

That confusion is understandable. A trial can touch several parts of the website at once: product inventory, TradingView delivery, subscription billing, email, and Paddle. Those parts are connected, but they are not the same event.

The first clean distinction is this:

• A Paddle subscription trial belongs to the purchase and billing setup when a trial is shown in the recurring checkout flow.

• Axiom internal product trial access is temporary product or package access managed inside Axiom, usually when your account already has the right monthly or yearly subscription context.

An internal trial is real access. It is not yet paid recurring access for that trial product. That is why Products and Access can show useful activity before Billing has a paid subscription item for the trial product.

Before you start

Make the account and delivery pieces boring first. That saves a lot of bad detective work later.

• Sign in with the Axiom account that should receive the trial, subscription, and access.

• Read the visible trial or checkout terms for the specific product or package. Do not assume every recurring item has a trial.

• Know whether you are starting your first recurring checkout for that billing cadence or adding trialable access to an existing monthly or yearly subscription.

• If the product needs TradingView delivery, save the active TradingView username on Account before checkout.

• Keep Products, Access, Account, and Billing nearby when the state looks out of sync.

Two expectations will keep you out of the weeds:

• During the trial, Billing may not look like a new paid product yet.

• After you confirm that you want to keep the trial, Billing still may not change until the trial ends and Paddle confirms the subscription update.

The useful question is not "which page is right?" It is "which page owns this piece of the truth?"

Read trial terms before checkout

Cart separates checkout by billing type, such as Monthly, Yearly, and One-time. Trial language can appear for monthly or yearly items when that specific pricing option has trial terms. If terms are mixed, read the item-level terms instead of forcing one rule over the whole cart.

Adding a trialable recurring item to cart does not automatically mean the site can start access without Paddle. If your account does not already have the right recurring subscription context, checkout can still open Paddle for payment setup and card capture before recurring trial access can begin.

Also check the practical blockers before pressing purchase:

• If you are not signed in, checkout needs sign-in so the access attaches to the right Axiom account.

• If the selected product needs TradingView delivery and no active TradingView username is saved, checkout can send you to Account with Add TradingView username.

• If verification is required, let it complete. If the page says there have been too many checkout attempts, stop retrying for a bit.

• If selected recurring items have different trial terms, the site may not be able to combine them cleanly in one checkout group.

Do not use an old memory of the offer as the source of truth. Use the live Cart and checkout terms you can see in front of you.

Why Paddle opens sometimes and not others

This is the fork that makes trial access feel strange.

If your account does not already have a matching recurring subscription for that cadence, Axiom still has to create the billing setup. That path can open Paddle. Paddle handles the secure checkout, payment method, taxes, merchant-of-record billing, and the subscription state that Billing later reflects.

If your account already has a matching monthly or yearly subscription, a trialable addition can start as Axiom internal trial access without opening a new Paddle checkout window. In plain English: the account already has a subscription Axiom can later ask Paddle to update, so the trial can start inside Axiom first.

That does not mean every addition skips Paddle. If the same checkout group includes non-trial billable items, there may still be subscription update work for those billable items. If the subscription state is duplicated, scheduled to cancel, or otherwise unclear, the safe path may be support review instead of guessing from the cart.

The match is about the billing cadence Axiom can safely use later. A monthly subscription does not make yearly subscription work disappear, and a subscription that is canceling or hard to read is not something the dashboard asks you to solve by feel.

So the mental model is:

Do not read "no Paddle window" as "nothing happened." Also do not read it as "I bought it today." Internal trial access sits between those two things.

Check Products after trial access starts

Products is the main place to inspect internal trial access. Products is account inventory. It answers, "What does this Axiom account currently have attached to it?"

For trials, Products can show:

• a Trials summary count;

• a product or package card with a Trial label;

• the source label Trial access;

• a Trial field with status and end timing;

• inventory states such as Active, Pending access, Ending, or Ended;

• Keep after trial when the trial can still be accepted;

• View trial when the trial detail page is the next useful place to look.

If the product needs TradingView delivery, Products can also show product-row delivery context such as a fulfillment status, pending sync, or Open TradingView when a TradingView link is available.

This is where a lot of people misread the dashboard. Products showing Trial access means the account has temporary access. It does not mean Paddle has already confirmed a paid subscription item for that product. It also does not prove TradingView delivery is complete. If delivery is the question, open Access. If payment or subscription state is the question, open Billing.

Trial access is not fake because Billing is quiet. Billing may simply be waiting on the paid Paddle state that does not exist until conversion. And pending sync is not a reason to start guessing from scratch. It is a sign to check Access and Account before deciding the purchase or trial failed.

Open the trial detail page

Open the trial detail page from Products by using Keep after trial or View trial on the trial card. Do not try to guess or type a trial URL. The detail page belongs to the signed-in account and the specific trial record.

The trial detail page is where Axiom slows the state down enough to read it. It can show:

The important sentence is simple: No charge today means today is not the billing event for this confirmation.

The amount at conversion is not something to guess ahead of time. Paddle calculates the prorated billing when Axiom requests the subscription update after the trial ends, using the subscription state at that time.

So the trial detail page is not a future receipt. It is the place to confirm the current trial state, the end date, the target subscription context, and whether the keep action is still available.

Decide whether to keep the trial

Use Confirm keep after trial only if you want Axiom to try to turn the temporary trial access into paid recurring access after the trial ends.

That button does three practical things:

• It records your intent while the trial is still open.

• It allows Axiom to request a Paddle subscription update later.

• It sets up the later conversion request after the trial end, if the target subscription can accept the change.

It does not charge the card today. It does not immediately add a paid line item in Billing. It does not guarantee conversion if the subscription later cannot accept the update.

That last part matters. Between confirmation and conversion, the trial can still be waiting on subscription timing, Paddle state, payment state, or account sync. The button is not a magic "make Billing look paid right now" switch. It is the customer's decision captured before the trial ends.

After confirmation, you may land back on Products or the trial detail page with a confirmation state. If the page shows an action error, do not keep hammering the button. Check that you are still signed in to the right account, that the trial is still open, and that the page still offers Confirm keep after trial. If those visible facts do not explain the error, contact support with the trial details.

If the page says the trial is not currently available for confirmation, read that as state. The trial may have ended, already been handled, or reached a condition where the dashboard no longer offers that action. Do not invent a workaround. Compare the visible pages, then contact support if the state does not make sense.

If you do nothing

If you do not confirm before the trial ends, the trial access expires.

That means the temporary product or package access is removed when the trial is processed as ended. Products may move it out of current access. Access or TradingView delivery history may show related ending or revoke work depending on the delivery state. Do not expect every visible place to change at the exact same second.

An expired internal trial is not a refund event by itself. Before conversion, there was no internal trial charge to refund. If the trial never became paid access, there is no paid trial-product charge hiding somewhere just because you had temporary access.

That can feel blunt, but it is cleaner than the alternative. The trial was access with an end date. If you want it to continue as paid recurring access, the keep confirmation has to happen while the trial can still be accepted.

What happens after you confirm

After you confirm, the trial still runs until its trial end. Confirmation does not skip the rest of the trial.

When the trial ends, Axiom requests a Paddle subscription update if the target subscription can accept it. Paddle remains the billing source of truth. That means paid recurring access becomes durable after Paddle confirms the subscription item and the account state syncs back to Axiom.

The quiet stretch between confirmation and the trial end can feel suspicious, but it is usually just the trial still being a trial. The useful checks are the trial detail page for the accepted state, Products for current access, Access for delivery work, and Billing for paid Paddle state after conversion has actually been requested.

There are a few normal-looking waiting points in that chain:

• If the target Paddle subscription is still in its own trial period, the internal trial conversion may wait until that subscription is ready.

• If the target subscription is no longer active, conversion can fail.

• If Paddle rejects the update or payment recovery is needed, conversion can fail or require support review.

• Products and Access may show trial or delivery state before Billing shows a paid item for the trial product.

• Billing may show subscription context without the trial product appearing as paid until Paddle confirms and syncs that item.

If conversion is requested, you may see email posture that says Axiom requested the subscription update and access is still temporary until Paddle confirms the billed item. If conversion succeeds, paid access can become the durable state. If conversion fails, temporary access can be removed and the state needs review.

There is no customer-facing countdown that makes all of these pages change at the same second. The better move is to check the page that owns each question.

Trial emails

Trial emails can help you understand the path, but email is not the only source of truth.

Axiom may send customer emails for states like:

• trial started;

• trial progress;

• ending soon;

• keep confirmed;

• conversion requested;

• converted;

• expired;

• conversion failed.

Read those emails as state signals. Then compare them with Products and the trial detail page.

Do not use email timing as a stopwatch. A delayed or missing email does not automatically prove the trial state failed, and an email by itself does not replace the dashboard. The strongest read comes from the email plus Products, Access, Billing, and the visible trial detail state.

If this looks out of sync

Out-of-sync does not always mean broken. It often means you are looking at the right facts in the wrong order.

The goal is not to refresh one page forever. Products, Access, Account, Billing, email, and Contact each have a job.

Refund, exchange, and upgrade boundaries

Trial language should not blur policy.

Before conversion, an internal trial has no internal trial charge to refund. You may have temporary access, but that is not the same as a paid trial-product line item.

After conversion, paid subscription charges follow the Refund Policy, the visible checkout terms, and any support review path that applies. Do not assume a prorated refund just because a trial was involved. Once a paid subscription term or renewal exists, the policy and account state control what can be reviewed.

The same boundary applies to exchanges and upgrades. Trial access is not paid source value for exchanges or term upgrades until it becomes paid access. Even after conversion, eligibility depends on the policy and account state. Paddle remains the billing source of truth for paid subscription changes.

If you are trying to decide whether something can be refunded, exchanged, or upgraded, gather the trial status, conversion state, Billing state, and any paid transaction context before contacting support. The answer depends on what actually converted, not on the word "trial" by itself.

When to contact support

Use Contact when the visible pages no longer give you a safe self-serve move.

That usually means one of these happened:

• Trial access did not appear in Products after you checked the signed-in account and the checkout or trial-start path.

• Confirm keep after trial failed or the trial detail page shows an action error.

• The trial expired even though you expected it to convert.

• Conversion failed.

• Products or Access shows trial or delivery state, but Billing still does not explain the paid state after you have compared the relevant pages.

• Billing shows paid subscription context, but Products or Access does not explain the access state.

• TradingView access still looks wrong after checking Products, Access, and Account.

• A refund, exchange, or upgrade question depends on whether the trial actually converted.

Send the plain facts. They help more than a polished theory.

Include:

• the email address on your Axiom account;

• the product or package name;

• the trial detail URL, or the visible trial ID if it appears in the URL;

• the Trial status and Trial ends values from the trial detail page;

• whether Keep after trial, View trial, or Confirm keep after trial is visible;

• what Products shows now;

• what Access shows now, especially any pending, completed, failed, or delivery-related state;

• the active TradingView username if the product uses TradingView;

• what Billing shows under subscriptions or payment history;

• any trial-related email subject or approximate email time;

• the approximate checkout or keep-confirmation time;

• a Paddle receipt or Billing transaction context if a paid charge exists;

• a screenshot if the mismatch is easier to show than explain.

Do not send passwords, full card numbers, or hidden technical details. Support needs the visible account, product, trial, access, billing, and email facts. They do not need guesses about the machinery behind the page.

Support can review the mismatch and the policy question. It should not be treated as a way to force conversion before the normal billing path is ready, approve a refund where no paid charge exists, or turn temporary trial access into exchange value before it has become paid access.

Where you should land

After using this page, you should be able to say:

• whether you are looking at a Paddle subscription trial or Axiom internal product trial access;

• why a first recurring checkout can open Paddle while a later existing-subscriber trial addition may not;

• where the trial status and trial end are shown;

• why Confirm keep after trial does not charge today;

• what happens if the trial ends without confirmation;

• why Products or Access can show trial activity before Billing shows a paid item;

• why future prorated billing should wait for Paddle calculation at conversion;

• when the next move is dashboard comparison, policy review, or support.

That is the whole point of the page. Not to make trial access sound simpler than it is. Just to keep you from having to guess while the website is showing several true things at once.

Related pages

• Products

• Packages

• Cart

• Products dashboard

• Access

• Account

• Billing

• Billing subscriptions

• Payment history

• Contact

• Refund Policy

• Terms of Service

• Cart and checkout

• Products and access

• Billing and subscriptions

• After checkout and access sync

• Access delivery and fulfillment