What Is This Issue?
Some customers accessing the VIP Hub are seeing a message that states their subscription has been cancelled, even though their account may be fully active. This is a known display error within the VIP Hub interface — your subscription may not have actually been cancelled.
This article explains what is known about this issue and how to get it resolved quickly.
What We Know
Our team has identified a subscription cancellation display error occurring within the VIP Hub. The error causes a cancellation message to appear incorrectly for some users. Because this is a display-level issue, the message you see in the VIP Hub may not reflect the true status of your account.
Steps to Resolve the Display Error
Because this is a display-level bug, the recommended step is to reach out to our support team so they can verify your actual account status and confirm whether your subscription is still active. Do not take any account actions (such as re-subscribing or making payments) based solely on this message before speaking with support.
What to Have Ready When You Contact Support
To help our team resolve this as quickly as possible, please have the following information ready before reaching out:
- Your account email address or username.
- The exact wording of the cancellation message you are seeing.
- Confirmation of which hub you were accessing (e.g. VIP Hub).
- The date and approximate time you first noticed the message.
- Any recent account activity you are aware of, such as a plan change, renewal, or payment.
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.