If your Joan devices are displaying the following message:
“Please visit your Joan Portal to resolve this issue!” Joan 6/Joan 13
or
''Subscription error. Please visit your Joan Portal to resolve this issue!'' Joan 6 Pro
Please check out the possible reasons below:
- You may have outstanding bills for Joan services
- You don't have the correct subscriptions for the features you are using. For example, Joan on Displays
- Your billing information needs to be updated
Unpaid invoices
To check any outstanding invoices, please follow the instructions below:
1. Log in to portal.getjoan.com
2. Go to Settings and click on Plans&Billing on the left-hand menu
3. Scroll down to Billing information, where you will see the last 5 invoices
4. Click Show all invoices to see if the unpaid invoice is listed there.
In case you see any due invoices, please reach out to our support team, and they will manually process the payment.
Incorrect subscriptions
In case you have a Joan on Displays device connected, while also having regular Joan devices connected, you will need to have a separate subscription for the Joan on Displays device - the Sign Professional plan.
1. Log in to portal.getjoan.com
2. Go to Settings and click on Plans&Billing on the left-hand menu
3. Check if you have the correct subscription for your Joan on Displays device.
Update your billing information
1. Log in to portal.getjoan.com
2. Go to Settings and click on Plans&Billing on the left-hand menu
3. Scroll down to Billing information
4. Click Edit billing details
5. Fill out the missing information
6. Click Save.
If you have checked all of the reasons listed above, and your devices are still displaying the same error message, please write to support@getjoan.com and one of our support agents will assist as soon as possible.