Messages for billing and cancellation

"No payment method on file", "Checkout could not be started", "The cancellation could not be carried out", code when cancelling without signing in – cause and fix.

Updated on 25 August 2026

Messages from “Billing”, the start of a workspace and “Cancel contracts here”.

“No payment method on file” – the workspace is locked

Cause: Not an error: a new workspace is only complete once a payment method is on file. Until then relais.io shows “Add a payment method first — everything opens up after that.”
Fix: Click “Add payment method”; Stripe takes the card, the first charge is after 14 days. Back in relais.io things continue as soon as Stripe has confirmed (“Payment method added? As soon as Stripe confirms, things continue here.”).

“Checkout could not be started.”

Cause: Stripe was unreachable, or an ad blocker blocks the call.
Fix: Exempt app.relais.io from the ad blocker, try again.

“Billing could not be loaded.” / “The customer portal could not be opened.”

Cause: Only the workspace’s management sees billing. The customer portal needs an existing Stripe account – before the first checkout there is none.
Fix: Check permissions; before the first checkout the portal is not needed.

“Stored seat count differs from the active members.”

Cause: Not an error: users or agents joined or left since the last billing.
Fix: Click “Recount seats”. Otherwise Stripe uses the old number until the nightly sync.

“The cancellation could not be carried out.” / “… could not be withdrawn.”

Cause: Only the workspace’s management may cancel. Withdrawing works only while the period is still running.
Fix: Check permissions; after the end of the period only a new checkout helps.

Cancelling without signing in: “The code is wrong or has expired.”

Cause: The code belongs to the address the workspace was created with – not to another member’s address.
Fix: Check the address, repeat “Request code”, enter the latest code.

“The code could not be requested. Please try again later.”

Cause: Too many requests in a short time, or the address belongs to no workspace.
Fix: Wait a few minutes. If the address leads to no workspace, cancel from within the app – or write to us.