My CFO paid for a subscription under the wrong team. We canceled that subscription the next day after we realized the issue. Do we get the refund so we can purchase the subscription on the correct team?
When I invited the CFO to the correct team, he received the original invitation but could not login because he already had an account. After removing him from the wrong team, I resent an invitation, and he did not receive the second invitation.
It might be worth contacting @support - you can DM them here and request their help on the billing. There may have been a billing support email address on your subscription email too?
As for inviting your CFO, I know this isn’t directly your problem but could you try these similar steps? Auth0 Support Center
Hi there,
Thanks for explaining the situation clearly — I’ll address both parts below.
Refund for the subscription purchased under the wrong team
Since the subscription was canceled the next day, you should generally be eligible for a refund, especially if it was within the standard refund window (which is typically tied to a short period after purchase). Refund eligibility can depend on billing terms and how the subscription was processed (direct purchase vs. marketplace), so I recommend opening a billing support ticket to have the payment reviewed. Include:
The team name where the subscription was originally activated
The date of purchase and cancellation
The invoice or transaction ID
That will help the billing team process it faster.
CFO not receiving the second invitation
What likely happened is this:
When you first invited him, the system recognized that he already had an account (since he was part of the other team).
Removing him from the wrong team does not delete his user account — it just removes team access.
When you re-sent the invite, the system may have linked it to his existing account instead of sending a new invitation email.
A few things to check:
Ask him to log in directly and check whether the correct team appears under his account (sometimes no new email is sent).
Check the Team Members section to confirm his invitation status (Pending vs. Active).
Have him check spam/junk folders.
If possible, revoke the invitation completely and send a fresh one.
Alternatively, have him try logging in and use any “Switch team” option if available.
If the invitation still doesn’t arrive, support can manually verify whether the invite is properly attached to his account.
If you’d like, let me know which platform this is for and I can give more specific steps.
Hi @tim.stalter,
Welcome to the Auth0 Community!
Thank you @JFoxUK and @hellencharless54 for the much helpful information provided above as well!
Indeed, as mentioned above, in order to request a refund a support ticket would have to be created. If you are unable to do so, please send us a direct message to the @support group including a few details regarding the issue, your account email address and the tenant name and we will submit one on your behalf.
As for the invitation issue, you can follow the guidelines from the above proposed article, or you can try this workaround - Invitations Not Getting Sent while Adding New Tenant Members.
Thank you and if you need further assistance please let us know!
Best regards,
Remus
ahh I knew there was an article, I couldn’t find that one again but I’d read it before. Thanks Remus!
I appreciate all the advice. I read the articles and tied to follow. My CFO still is not receiving any of the invitation emails. He checked the junk email. I sent a message to the @support but have not heard back.
Hi @tim.stalter,
Thank you for replying to this topic as well.
We will continue the discussion under the support thread that has been opened.
Kind regards,
Remus