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Account and Billing Trust Topics

Account and billing trustUse this guide when a charge, refund, login, payout, or support interaction looks unusual.

Start from your receipt, membership status, support ticket, or payout record, then contact PayBru through the Client Portal if something still looks wrong.

This page covers the most common trust questions creators and members raise about their PayBru account and billing.

Chargebacks and Disputes​

A chargeback happens when a member disputes a charge with their bank instead of contacting the creator or PayBru. The bank investigates with the payment processor (Paystack) and decides whether to reverse the charge.

What this means in practice:

  • Disputed amounts may be held during the bank's review.
  • If the dispute is resolved in your favour as a creator, the funds are returned.
  • If the dispute is upheld, the funds go back to the cardholder, and the corresponding amount is debited from your creator balance.
  • Chargebacks can carry bank-side fees that are deducted on top.

When possible, resolve billing issues through PayBru support before a chargeback. Members can request refunds directly through Support > Get Help — see Getting Support and Refunds. A handled refund is far less costly to everyone than a chargeback.

Account Security Checks​

A short routine that catches problems before they grow:

  1. Review active sessions under Resources > My Profile > Security.
  2. Revoke any session you don't recognise.
  3. Use a strong, unique password — preferably stored in a password manager.
  4. Turn on 2FA if you manage payouts, moderate a community, or hold sensitive settings.
  5. Save your recovery codes somewhere safe so 2FA never locks you out.

See Platform Safety Basics.

Billing Integrity​

What PayBru does to keep billing honest:

  • Fees and totals are shown clearly before checkout — you see the amount before you commit.
  • Members are only charged for subscriptions they choose, including the recurring renewal cadence they agreed to.
  • Receipts and transaction history are available from My Activity > My Payments at any time.
  • Failed payments don't auto-retry silently — you're notified and you choose whether to update your card and retry.

For the canonical breakdown of how charges work, see Understanding Charges and South African Rand Pricing.

Suspicious Billing Activity​

If you spot a charge you don't recognise:

  1. Open My Activity > My Payments and find the transaction. The receipt shows the community and item.
  2. Check your active memberships under My Activity > My Memberships to confirm what's currently recurring.
  3. Review your active sessions under Resources > My Profile > Security. Revoke anything you don't recognise.
  4. Change your password if you suspect anyone else has accessed your account.
  5. Contact PayBru support through Support > Get Help with the receipt number — don't go straight to a chargeback if you can avoid it.

If the unrecognised charge is from a recently-cancelled subscription, double-check whether you actually completed the cancellation (look for Status: Canceled in My Memberships).

Protecting Your Bank Account (Creators)​

  • Bank details must match your verified KYC entity — mismatched names will cause payouts to fail.
  • Update bank details immediately if you change accounts. A scheduled payout against a closed account will fail and need re-processing.
  • Never share your PayBru login — if a helper needs portal access, use the Moderators feature with limited permissions instead. See Managing Moderators.

What PayBru Will and Won't Do​

  • PayBru will never email you asking for your password or 2FA codes.
  • PayBru will never DM you on Discord asking you to log in elsewhere.
  • PayBru will never ask you to pay a fee to receive a payout.

If anyone claims to be PayBru and asks for those things, it's a scam — report it through Support > Get Help.

See Also​