Fix - Error message: Should have been rebilled

Who this article is for

Anyone who sees the message “Should have been rebilled…” in their ATLAS.ti account and needs help resolving a failed subscription renewal or payment issue.

How to fix the issue

In most cases, you can resolve this by updating your payment method:

1. Go to https://my.atlasti.com
2. Sign in with your ATLAS.ti account
3. Locate your license under License Management
4. Click Manage Subscription

5. Select Edit Payment Data

6. Enter your updated payment information
7. After updating your payment method, the system will usually retry the renewal.
8. Your license is typically reactivated within a short time.

Why this error appears

This means your license was set to renew automatically, but the payment could not be processed on the renewal date. The date shown in the message indicates when the system attempted to renew your subscription. This may happen if:

• Your payment method has expired or is no longer valid
• The payment was declined by your bank
• There are limits or restrictions on your payment method

Common issues and mistakes

• I tried to fix this in ATLAS.ti Desktop
  • Payment and subscription issues must be resolved in my.atlasti.com or via Cleverbridge, not in the desktop application.
• I updated my payment but nothing changed
  • It may take some time for the system to retry the payment. Wait a short period and check your license again.
• I cannot find the Manage Subscription option
  • If it is not visible, you need to contact Cleverbridge.

When to contact support

For any questions related to orders, invoices, payments, or purchase orders, contact Cleverbridge Support: cs@cleverbridge.com,  as they manage all sales and billing for ATLAS.ti.