Dashboard shows Free plan but still billed monthly for B2C Essentials

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1

I’m hitting a billing discrepancy and would appreciate guidance on how to identify and stop the charge.

**Situation**

  • In the Teams dashboard (Settings > Subscription), my current plan shows as **Free ($0)**.
  • However, I’m being billed **$35/month for B2C Essentials**, invoiced one cycle at a time, and the charge keeps recurring.
  • I suspect a legacy tenant-based vs. Team-based subscription mismatch — a leftover paid subscription still active even though the Team-level plan reads Free.

**Questions**

  1. Where can I find which subscription entity is actually generating this Essentials charge (legacy per-tenant vs. Team-based)? The Payments & Billing tab also shows Free, so it’s not clear what’s driving the invoice.
  2. Since the dashboard already shows Free, a normal “downgrade to Free” doesn’t apply. What’s the correct way to stop the recurring Essentials charge and request a refund/credit for what’s already been billed?
  3. If this needs account-level investigation, is Support Center or this forum the right channel?

I can share account-specific details (tenant, invoice number, billing email) privately via DM rather than posting them publicly.

Thanks in advance.

3

Hi @masaru.murata

Welcome to the Auth0 Community!

I understand that you have downgraded your subscription to a Free tier, however you are still being charged for a B2C Essentials plan.

One way you can also verify the tenants and subscriptions that your Auth0 user has access to is by logging in our Support Center → Tenants and click on the Subscription tab, just left from " Notifications". This should open a drop-down view of all subscriptions available to you and allow you to see the tenants from each plan.

Your assumption can also be correct, that an older tenant was left under a paid subscription and is causing this issue and if this is the case, you might not be able to access the tenant if your Auth0 User is not a member of the tenant. If your card was used at any point to setup a subscription and the billing information was not removed, you do not need to be a member of the tenant in order for the billing cycle to succeed.

I warmly recommend sending a DM ( Direct Message ) to @support forwarding all the information provided and confirming the email address of your Auth0 account and the name of the tenant/s you currently have access to. You can click on " support" mentioned above and should have the option of sending a message to the group. The DM creates a private conversation where more sensitive details can safely be shared with us for troubleshooting.

We can perform verifications on our end to establish what is the likely cause and move the conversation forward from there.

Hope this helped, looking forward to your DM for further assistance!

Have a great one,
Gerald