huggingface/README · Pro Subscription Payment Issue - Two Failed Attempts, Account Not Activated

Hi everyone! I'm having a billing issue and hoping someone from the Hugging Face team can help.

What happened:

I tried to subscribe to the Hugging Face Pro plan ($9/month) on July 29th. The first payment attempt seemed to fail (no subscription activated), so I was confused and tried again. Now I have:

✅ Two successful payments of $10 USD each (total $20)
❌ No Pro subscription activated on my account
❌ No access to Pro features

Payment details:

Method: Mercado Pago (Virtual Card)
Username: Walterkz
Operations: #119782606833 & #120283838868
Both transactions show as approved in my payment provider

What I've tried:

Checked my account settings - no active subscription
Waited 24+ hours for processing
Already emailed [email protected] with full details and screenshots

What I need:

Either:

Activate my Pro subscription using one payment + refund the other $10, OR
Full refund of both payments ($20 total)

Has anyone experienced something similar? Any advice on how long billing support usually takes to respond?

Thanks in advance for any help! 🙏

Note: I have screenshots of both payments but won't post them publicly for security reasons. Happy to provide more details to Hugging Face staff if needed.