# I paid for a years upgraded to premium, I have the recipt, they didn't upgrade it. They also took out features, such as member to member messaging. And took money for something I didn't order. The bots are confused. What do I do?

**URL:** <https://forum.wixstudio.com/t/i-paid-for-a-years-upgraded-to-premium-i-have-the-recipt-they-didnt-upgrade-it-they-also-took-out-features-such-as-member-to-member-messaging-and-took-money-for-something-i-didnt-order-the-bots-are-confused-what-do-i-do/80049>\
**Category:** Ask the community\
**Tags:** wix, cms, wix-studio, wix-stores\
**Created:** [October 2, 2026, 10:30am UTC](https://forum.wixstudio.com/t/i-paid-for-a-years-upgraded-to-premium-i-have-the-recipt-they-didnt-upgrade-it-they-also-took-out-features-such-as-member-to-member-messaging-and-took-money-for-something-i-didnt-order-the-bots-are-confused-what-do-i-do/80049 "2026-10-02T10:30:35Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![Gigs\_List](https://sea1.discourse-cdn.com/wix/user_avatar/forum.wixstudio.com/gigs_list/32/123000_2.png) [@Gigs\_List](https://forum.wixstudio.com/u/Gigs_List)\
**Post date:** [October 2, 2026, 10:30am UTC](https://forum.wixstudio.com/t/i-paid-for-a-years-upgraded-to-premium-i-have-the-recipt-they-didnt-upgrade-it-they-also-took-out-features-such-as-member-to-member-messaging-and-took-money-for-something-i-didnt-order-the-bots-are-confused-what-do-i-do/80049/1 "2026-10-02T10:30:35Z")

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**I’m having trouble with** I paid for a years upgraded to premium, I have the recipt, they didn’t upgrade it. They also took out features, such as member to member messaging. And took money for something I didn’t order. The bots are confused. What do I do?  
Briefly explain what’s not working or where you’re stuck

**Working in**  
e.g. Wix Studio Editor, Wix Editor, Dev Mode, CMS, etc.

**Site link**  
If this is happening on a site, include a live or test site link

**What I’m trying to do**  
Describe the goal or outcome you’re hoping for

**What I’ve tried so far**  
Let us know what you’ve already tested, changed, or searched

**Extra context**  
Anything else that might help - edge cases, screenshots, etc.

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<div class="post-metadata">

**Author:** ![Ecom\_swift\_LLC](https://sea1.discourse-cdn.com/wix/user_avatar/forum.wixstudio.com/ecom_swift_llc/32/122562_2.png) [@Ecom\_swift\_LLC](https://forum.wixstudio.com/u/Ecom_swift_LLC)\
**Post date:** [October 2, 2026, 7:27pm UTC](https://forum.wixstudio.com/t/i-paid-for-a-years-upgraded-to-premium-i-have-the-recipt-they-didnt-upgrade-it-they-also-took-out-features-such-as-member-to-member-messaging-and-took-money-for-something-i-didnt-order-the-bots-are-confused-what-do-i-do/80049/2 "2026-10-02T19:27:10Z")

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Sorry you’re dealing with this, that’s frustrating when you have the receipt to prove it. A few things worth checking before you escalate:

Premium plans are tied to one specific site, not your account as a whole. If you manage more than one site, it’s possible the payment went through but got applied to the wrong site, or to a different plan tier than you picked. Check Account Settings \> Billing \> Subscriptions to see which site each active plan is actually attached to, and compare that against your receipt/invoice number.

For the missing features (member to member messaging) and the unexpected charge, this isn’t something the community or a site owner can fix directly, it needs Wix’s billing team since it involves your account and payment records. Open a ticket through Wix Customer Care (Help \> Contact Support in your dashboard) and reference your receipt/order number directly, that gets you to someone who can see the actual transaction and correct the plan or refund the extra charge.