Introduction

Use [Billing](https://www.axiomcharts.com/dashboard/billing) when you need to understand what the website can currently see about your subscriptions, Paddle payment history, and refund options.

Written By Axiom Admin

Last updated 22 days ago

Billing and subscriptions

Use Billing when you need to understand what the website can currently see about your subscriptions, Paddle payment history, and refund options.

This is the right place to check the account record. It is not a magic window into every payment event the moment it happens. Billing depends on the account you are signed into, the Paddle customer record tied to that account, and the billing data that has finished syncing into the dashboard.

That is the part to keep steady in your head. An empty table can mean "nothing exists." It can also mean "not visible here yet," "wrong account," "one-time purchase instead of subscription," or "the payment side has not caught up to the dashboard yet." Start by reading the page as evidence, not as a panic button.

The practical path is simple:

Confirm the account.
Scan the summary cards.
Open the tab that matches your question.
Use subscription details when a row needs more context.
Contact support when the page stops offering a safe self-serve path.

Before you trust what you see

Do these checks before you draw conclusions from Billing:

Sign in to the Axiom Charts account tied to the purchase.
Keep the purchase email or Paddle receipt nearby if you are comparing a charge against the dashboard.
If checkout just finished, allow for Paddle billing and transaction data to sync before treating a missing row as final.
Use the Refunds tab together with the Refund Policy. The tab shows what the website can offer or review from synced data. It is not the whole policy.

If the wrong Axiom account is signed in, Billing can be accurate and still look wrong to you. That is usually the first thing to rule out, especially when you have a receipt but the dashboard looks empty.

What Billing can and cannot prove

Billing can help you answer practical questions:

Do I have a recurring subscription visible on this account?
What status and schedule does that subscription show?
What Paddle transactions have synced into Payment history?
Does the site show a self-serve refund option or a review state?
Is there a subscription detail page with more context?

Billing cannot prove every surrounding fact by itself. It cannot prove that checkout failed just because a row is missing. It cannot promise a Paddle event has appeared instantly. It cannot turn a refund request into final refund completion. It also cannot make a support-review case into an automatic approval.

Billing can also be quiet during an internal product trial. A Paddle subscription trial shown in Billing belongs to subscription state. Internal trial access belongs first to Products and Access, then becomes a Billing question only if the customer confirms Keep after trial and Paddle later confirms the paid subscription item. Use Trial access and conversion when Products shows trial access but Billing does not yet show a paid line item.

Read it like a live account view: useful, specific, and still downstream of synced billing records.

Start with the summary cards

Open Billing. The top of the page shows three summary cards:

Active subscriptions
Transactions
Refunds available

These are first signals. Use them to decide where to look next, not as the full answer.

Active subscriptions counts subscription states that currently carry access in the website view. That can include Payment overdue while Paddle retries billing and access remains active. So if that number looks strange, open the Subscriptions tab and read the status beside the schedule.

Transactions counts synced transaction records used by the billing view. If you just checked out and expected a transaction immediately, compare the dashboard with your Paddle receipt before deciding what happened.

Refunds available points to refund rows the website can currently identify as self-serve opportunities. It does not mean every past purchase has been evaluated for every possible support outcome.

Choose the right tab

Billing has three tabs:

Tab	Use it when you need to know
Subscriptions	Which recurring monthly or yearly subscriptions are visible for this account.
Payment history	Which Paddle transactions have synced into this account's billing view.
Refunds	Whether a one-time purchase has a self-serve refund option, visible refund state, or review path.

If the tab address is missing or uses an unsupported tab value, Billing opens the subscriptions view. That fallback only changes what you are viewing. It does not change your subscription, payment, or refund state.

Subscriptions

Use Subscriptions for recurring billing. This tab is about monthly and yearly subscription records, not one-time purchases.

A subscription row can show cadence, status, schedule, start date, customer reference, a shortened subscription reference, and View details.

Read the status and schedule together:

What you see	How to read it
`Active`	The subscription is active in the billing view. Use the schedule field for renewal context.
`Trial active`	The subscription is in a trial state. The schedule may show when the trial ends.
`Payment overdue`	Billing needs attention, but the page can still treat access as active while Paddle retries billing.
`Cancellation scheduled`	A cancellation or scheduled change exists. Open details to read the timing before assuming access has ended.
`Canceled`	The subscription is no longer active in the billing view.
`Paused`	The subscription is not carrying access like an active subscription state.

If you see No subscriptions, do not jump straight to "checkout failed." It means no synced recurring subscription record is visible for the signed-in account. The useful checks are:

Are you signed into the account tied to the purchase email?
Was the purchase recurring, or was it a one-time purchase?
Did checkout just finish?
Does your Paddle receipt use a different email than the account you are viewing?

When a subscription row exists and the summary is not enough, select View details.

Subscription details

View details opens the detail page for one subscription. Use it when you need to understand timing, included products, cancellation state, or subscription-specific billing activity.

The detail page can show:

subscription summary;
cadence and status;
schedule text, such as next bill date, trial end, cancellation timing, ended state, or billing attention;
included products;
access context and Open TradingView links when that context exists;
ending access when items are already scheduled to leave;
billing activity for that subscription;
conditional actions such as Cancel subscription, Resume subscription, or Remove at renewal.

Some actions only appear when the page can safely offer them. If a button is not shown, the page is not offering that self-serve action from the current state.

Cancel subscription cancels effective from the next billing period. Do not read it as "access disappears this second." After using it, look for the updated schedule or cancellation state.

Resume subscription can appear when a scheduled cancellation or subscription change can be cleared. If you do not see it, use the current detail state instead of hunting for a hidden control.

Remove at renewal can appear for eligible individual recurring items. Use it only for the item where the button is shown. If the page says the last renewing item cannot be removed individually, use Cancel subscription for the full subscription instead.

If the page warns about duplicate subscriptions in the same cadence, stop before changing individual items and contact support. That is not a state where guessing helps.

If included products show No line items synced, the subscription item data has not finished appearing in the detail view. Treat it as a sync state, not proof that the subscription contains no products.

TradingView links, when shown, are access context. Paddle remains the billing side.

Payment history

Use Payment history when you need to compare the dashboard against a charge, receipt, or purchase email.

Payment history shows transactions synced from Paddle for the signed-in customer account. The table uses these columns:

Date
Items
Transaction
Status
Amount
Refund

The Transaction value may be shortened for display. That does not mean there is a different payment. It is a readable version of a longer payment reference.

If Payment history shows No payments yet, read it narrowly: completed transactions have not appeared in this account view yet. It does not prove that no charge happened.

Work through this order:

Confirm the signed-in Axiom account.
Compare the account email with the purchase email or Paddle receipt.
If checkout just completed, give the payment event room to sync into the dashboard.
If the receipt exists and Billing still does not match after the state has had time to settle, contact support with the receipt context.

Your Paddle receipt matters when the dashboard is late or empty. Keep it close. It gives support something concrete to compare against the account view.

Refunds

Use Refunds when you need to know whether the website shows a self-serve refund path or review state for a one-time purchase.

This tab is not a full purchase archive. It filters for refund-related rows the account can determine from synced transaction data. Not every purchase appears here, and not every visible purchase can be refunded automatically.

You may see:

What you see	What it means
`Refund available`	The page can offer `Request refund` for that synced transaction.
`Review needed`	The page cannot safely decide the refund path automatically. Use support.
A refund status	A refund request or refund state is already visible for that transaction.
`Contact support`	The website is pointing you toward review instead of self-serve submission.
`Not refundable`	The current account state does not allow automatic refund submission for that row.

If you use Request refund, treat the result as a submitted request. It is not final refund completion. Paddle confirms the final refund state.

Automatic refund submission can fail. If Billing says support should look at it, stop repeating the same button path and gather the purchase details instead.

If Refunds shows No refund-eligible purchases, it means no qualifying one-time purchase rows are visible in that tab right now. It does not rewrite the Refund Policy, and it does not prove support can or cannot review a separate billing issue.

For policy questions, use the Refund Policy as the source. The short version for this page is: one-time refund windows depend on the purchase terms shown at checkout, subscription charges are handled differently, and support review is not the same thing as guaranteed approval.

If Billing looks empty, late, or wrong

Use the visible state to choose the next step.

What you see	What to check next
`No subscriptions`	Check account, purchase email, whether the purchase was recurring, and whether checkout data may still be syncing.
`No payments yet`	Compare the Paddle receipt or purchase email with the signed-in account. Do not assume no charge happened from the empty dashboard row alone.
`No refund-eligible purchases`	Check whether the purchase was one-time and whether it has a visible self-serve refund or review state. Use the Refund Policy for terms.
`Payment overdue`	Read the schedule helper. The page may still count access as active while Paddle retries billing.
`Cancellation scheduled`	Open subscription details and read the effective timing. Do not assume the cancellation already finished.
`No line items synced`	Treat it as subscription item data still catching up, not proof that the subscription has no products.
`Review needed`	Use support. The page is telling you the self-serve path is not enough for that row.
Automatic refund submission failed	Contact support with purchase and transaction context.
Duplicate cadence warning	Contact support before changing individual subscription items.

Billing does not give a customer-facing sync timer. The page does not say "wait exactly this long." The safe move is to compare account, receipt, and visible state first, then contact support when those pieces still do not line up.

Self-serve, wait-and-check, or support

When Billing feels confusing, sort the state into one of three buckets.

Bucket	Examples	What to do
Self-serve	Open tabs, select `View details`, use `Request refund` when shown, use `Cancel subscription`, `Resume subscription`, or `Remove at renewal` when shown.	Use the visible control and read the state that appears afterward.
Wait-and-check	Checkout just completed, Payment history is empty, subscription items show `No line items synced`, billing activity is not visible yet.	Confirm the account and receipt, then give synced billing data time to appear.
Support review	Refund row says `Review needed`, outside-policy row points to `Contact support`, automatic refund submission fails, duplicate cadence warning appears, receipt exists but Billing still does not match.	Contact support with the details below.

Do not use support language to promise an outcome the page does not promise. Support can review records and help with states the website cannot safely resolve by itself. Support is not an instant Paddle sync button, and it is not a refund approval shortcut.

When to contact support

Use Contact when Billing no longer gives you a safe self-serve next step.

That usually means:

your Paddle receipt or purchase email exists, but Billing does not show the expected account state;
a refund row says Review needed or points to Contact support;
automatic refund submission fails;
duplicate subscription cadence blocks item changes;
the subscription detail page keeps showing unsynced item data;
a billing error, duplicate charge, or access issue needs review.

Send the plain facts. They are what make the review possible:

the purchase email or account email;
the approximate transaction date;
the product or package involved;
the Billing tab you were using;
the exact visible state, such as No payments yet, Review needed, or Payment overdue;
the Paddle receipt or visible transaction reference, if you have it;
what you expected to see instead.

Avoid sending only "billing is wrong." That may be exactly how it feels, but it leaves support guessing. The tab, visible state, and receipt context give them a real place to start.