Getting started with Ecosia AI subscription

This FAQ covers common questions and issues with Ecosia's AI subscription. If that doesn't fix the problem, scroll to "Still need help?" at the end to contact us.

What is included in the Ecosia AI Subscription?

Ecosia AI Subscriptions give you access to AI-powered features with different usage limits and benefits, depending on the plan you choose. There are three tiers:

• Free – Try Ecosia’s AI chat and features at no cost.
• Starter – For regular users who need more access than the Free plan provides.
• Pro – For users with higher usage needs and who want the most extensive subscription benefits.

The available features, usage limits, and pricing vary by plan. For a complete comparison, visit our pricing page.

I can't sign up for a subscription

The subscription is currently rolling out in stages:

• US users are the first to have access. If you're in the US and don't see the pricing page, make sure you're signed in to your Ecosia account.
• If you're in the US and still can't see the pricing page, try:
  • Signing out and back into your Ecosia account.
  • Clearing your browser cache and reloading.
  • Checking that you're on the official Ecosia website (ecosia.org) and not a browser extension or third-party app.

If you're having trouble completing the sign-up flow:

• Make sure you have an Ecosia account and are signed in. Subscriptions require an account —create one here if you don't have one yet.
• Check that your browser has JavaScript enabled and cookies allowed for ecosia.org.
• Try a different browser or disable browser extensions (ad blockers or privacy extensions can sometimes interfere with the payment flow).

My payment was declined or failed

If your card was declined:

• Double-check that your card details (number, expiry date, CVC, and billing address) are entered correctly.
• Make sure your card supports online or international transactions — some cards block these by default. Contact your bank to confirm.
• Try a different payment method if available.
• Some banks require you to approve new online subscriptions via their app or SMS. Check for a pending approval notification.

If the problem persists after trying the above, please our payment provider Stripe via Link directly.

I was charged but my subscription isn't active

If your payment went through but your account still shows the Free tier:

• Wait a few minutes and refresh the page — activation can occasionally take a short time.
• Sign out of your Ecosia account and sign back in to refresh your subscription status.
• Make sure you're signed in to the same account you used when subscribing.

If your account still shows Free after 30 minutes, please contact our payment provider Stripe via Link with your order confirmation email or payment reference number.

I've hit my usage limit — what now?

Usage limits apply to advanced features (file upload and thinking mode) on the Free and Starter tiers. Basic AI chat messages are unlimited on all paid tiers.

Limits reset daily. If you regularly hit your limit, upgrading to the next tier will give you more headroom. See "I want to upgrade from Starter to Pro" below.

I can't access a feature I'm paying for

If a feature you expect to have access to isn't working:

• Confirm you're signed in to the account linked to your subscription.
• Check that you haven't already reached your daily limit for that feature (see limits above).
• Try clearing your browser cache.
• Make sure you're using a supported browser with JavaScript enabled.
• If you're on mobile, note that some advanced features are only available via the web (ecosia.org) — not all features are available in the Ecosia app at this time.

If the feature is still unavailable after the above steps, please contact us from your subscribed email and describe which feature is affected and on which device and browser.

My subscription doesn't carry over to another device or browser

Your Ecosia subscription is linked to your Ecosia account, not to a specific device or browser. To access your subscription on another device:

• Make sure you're signed in to the same Ecosia account on the other device.
• If you're signed in but still see the Free tier, try signing out and back in.

If you use Ecosia without signing in, your subscription won't be recognised — you need to be signed in to benefit from your paid tier.

I want to upgrade from Starter to Pro

To upgrade your plan:

1. Sign in to your Ecosia account.
2. Go to your account settings and select Manage Subscription.
3. Click Update Subscription
4. Select Pro and confirm the change

Your new Pro limits take effect immediately. You'll be charged the Pro price at your next billing date, with a prorated adjustment for the remainder of the current billing period.

I want to cancel my subscription

You can cancel at any time:

1. Sign in to your Ecosia account.
2. Go to Account settings → Manage Subscription → Cancel subscription.
3. Follow the confirmation steps.

After cancellation, your subscription remains active until the end of the current billing period. You won't be charged again after that, and your account will revert to the Free tier.

I cancelled but I'm still being charged

If you see a charge after cancelling:

• Check that the cancellation was confirmed — you should have received a confirmation email. If you didn't, the cancellation may not have gone through.
• Check the billing date: if you cancelled after your renewal date, the charge may be for the period that had already started.

If you believe you've been charged in error,  please contact our payment provider Stripe via Link with your payment reference.

How to request a refund

To request a refund for a subscription payment you must use the Link customer support form:

1. Visit Requesting a refund for a sold through link payment
2. Select 'contact support' in the bottom right hand corner of the page
3. Click 'I have a charge from Link.com' and follow the path to email support
4. You should then
   1. Explain the reason: Clearly state why you are requesting a refund.
   2. Provide documentation: If possible, include any relevant receipts, or proof of purchase.

For more information see What is “Link”

What is “Link”? Why does it appear on invoices and emails?

Ecosia uses Link as its merchant-of-record service for subscription payments. This means Link securely processes your payment and may appear on invoices, receipts, and payment-related emails as “Sold through Link.”

Your subscription is still an Ecosia service, the Link reference simply indicates which company handled the payment and billing.

For more information, visit:

• Link
• Link Support

Still need help?

If none of the above resolves your issue, please contact our support team. When you write to us, please include:

• Your account email address which is connected to your subscription
• The device and browser (or app version) you're using
• A description of the issue and when it started
• Any error messages or screenshots