If your Joan devices are displaying the following message:
“Please visit your MyJoan to resolve this issue!” Joan 6/Joan 13
or
''Subscription error. Please visit your MyJoan to resolve this issue!'' Joan 6 Pro
Please check out the possible reasons below:
- You may have outstanding bills for Joan services
- Your billing information needs to be updated
Unpaid invoices
To check any outstanding invoices, please follow the instructions below:
1. Log in to my.getjoan.com
2. Go to Settings and click on Plans&Billing on the left-hand menu
3. Scroll down to Invoices, where you will see the last 5 invoices and their statuses
4. Click Show all invoices to see if the unpaid invoice is listed there.
If you see any invoices that are due, please reach out to our support team, and they will manually process the payment.
Update your billing information
1. Log in to my.getjoan.com
2. Go to Settings and click on Plans&Billing on the left-hand menu
3. Locate the "Company details" section
4. Click Edit company details
5. Fill out the missing information. Please note that fields marked with a star (*) are mandatory
6. Click Next. The message "company details were successfully updated" will pop up in the upper right corner. You will be prompted to select or confirm your payment method. Once done, click Next.
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.