Account and billing
Diagnose web sign-in, passkey, checkout, subscription, and plan-status problems.
Web sign-in fails
Confirm you are using the intended environment and account. Retry in the same browser profile, allow required cookies for the site, and check that privacy software is not blocking the authentication request. Extension sign-in has separate steps in Extension sign-in.
A passkey is unavailable
Use a device or browser that has access to the registered authenticator. If you still have another working sign-in method, sign in and add a replacement passkey before revoking the inaccessible one.
Checkout did not complete
Return to Billing and inspect the displayed status before starting another checkout. A declined or incomplete payment remains under Stripe's control. Do not send full card details or screenshots that contain payment information to eReader Relay support.
The subscription status has not updated
Refresh after the Stripe flow completes. Confirm the checkout used the same eReader Relay account. If the status remains stale, report the approximate checkout time, time zone, selected plan, and any non-sensitive Stripe reference shown on the confirmation.
Cancellation is pending
Review the effective date on the Billing page. If the product offers Keep subscription, it can reverse a still-pending cancellation. A completed cancellation may require a new subscription.
A plan name does not explain a limit
The current release exposes Free, Basic, and Pro, but a public enforced limit matrix is not yet published. The Billing page is authoritative for subscription state; do not infer unlisted promises from the plan name.