🔍 Overview
If you were promised a promotional quota offer — such as unlimited usage for a set period — as part of an annual plan upgrade, but a billing issue prevented you from accessing it, you may be eligible for compensation or reinstatement of that offer. This article explains how to identify the problem, what information to gather, and how to escalate it to our team for resolution.
⚠️ Common Reasons a Quota Offer Goes Unfulfilled
Promotional quota offers can fail to activate or get interrupted for several reasons:
- Payment processing failure: A declined card or failed transaction can pause or delay plan activation.
- Billing cycle misalignment: The promotional period may not have synced correctly with your account start date.
- Plan upgrade not fully processed: In rare cases, an upgrade order is initiated but not completed on the backend.
- Account access disruption: If service access was interrupted during the promotional window, usable quota time may have been lost.
📋 What to Prepare Before Contacting Support
To help our team resolve your dispute as quickly as possible, gather the following information before reaching out:
- Proof of the promotional offer: A screenshot, email confirmation, or any written communication showing the terms of the offer (e.g., "unlimited quota through May").
- Date of your annual plan upgrade: The exact date you purchased or upgraded your plan.
- Description of the billing issue: What went wrong — for example, a failed payment, an error message, or a service interruption.
- The dates you were unable to access the platform: Be as specific as possible about when your service was disrupted.
- Your account email address: So our team can locate your account immediately.
✅ What Resolution May Look Like
Once our team reviews your case, possible resolutions include:
- Quota reinstatement: If you lost access during a valid promotional window, we may reinstate the unused portion of your quota.
- Promotional period extension: If the original offer could not be honored in full, your promotional window may be extended to cover the lost time.
- Account credit: In some cases, a credit may be applied to your account to compensate for the disruption.
Each case is reviewed individually. Our team will confirm what is possible based on your account history and the terms of the original offer.
🛠️ How to Escalate Your Billing Dispute
Because resolving an unfulfilled quota offer requires backend review of your account and billing history, this issue must be handled directly by our support team. Before reaching out, make sure you have all the information listed in the section above ready to share.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.