My account shows as free despite upgrading.

  • Profile Image
    Asked on October 07, 2019 at 08:32 PM

    Mi plataforma ha sido bloqueada, yo pague el plan mensual hace como 7 dias, pero por error le di clik al plan anual. pero solo necesito el plan mensual que pague. no entiendo porque mi plataforma esta bloqueada.

    My platform has been blocked, I paid the monthly plan about 7 days ago, but by mistake I clicked on the annual plan. But I just need the monthly plan I pay. I don't understand why my platform is locked.
  • Profile Image
    Answered on October 07, 2019 at 09:21 PM

    I can see you have opened a thread before about the upgrade issue, my colleague confirmed your account was upgraded there: 

    However, I can see your account does not show an active subscription, we will need to check this further on our end in order to find why your account shows as free now. 

    In the meantime, I have set your account to the bronze plan, we will get back to you on this as soon as possible. 


  • Profile Image
    Answered on October 08, 2019 at 06:33 PM

    We have checked this further on our end and found that you indeed paid on Sept 26, 2019 for the bronze monthly plan, here is the invoice: 

    It seems like you then tried to change to the bronze yearly plan on Sept 26, 2019 and it was not processed due to insufficient funds on the payment method.

    Your account will remain on the bronze status until October 26, 2019 and for that date you may upgrade to the bronze monthly plan if needed. 

    If you have questions, let us know.