## 🔍 Overview

Some customers have encountered a situation where a payment card cannot be added, a charge appears to go through, yet the account plan immediately reverts to a cancelled state. This is a known platform issue that has been identified, logged as high priority, and resolved by the engineering team. If you are currently affected, follow the steps below and contact support so the fix can be applied to your account.



## ⚙️ What Is Happening

A bug in the plan reactivation and charge system caused the following sequence of events:

- A payment is submitted and the charge is successfully captured by the payment processor.
- Despite the payment going through, the platform incorrectly reverts the account plan to a cancelled status on page reload.
- As a result, the account appears inactive even though a valid charge has been made.

This issue affected customers attempting to reactivate a cancelled or past-due plan. The engineering team has confirmed the fix is complete and has been deployed.



## ✅ Steps to Take If You Are Affected

1. **Check your billing section.** Navigate to your account's billing area to review your current plan status.
2. **Check your payment methods.** In the billing area, confirm that a valid, non-expired card is on file. If no card is listed, add one using the option available in that section.
3. **Attempt reactivation once.** If the option to manage or reactivate your subscription is available, try it once. Do not attempt multiple times, as duplicate charges may result.
4. **Do not retry repeatedly if the plan reverts.** If your plan shows as cancelled immediately after a reactivation attempt, stop and contact support. Retrying multiple times will not resolve the underlying issue and may result in multiple charges.
5. **Contact our team immediately.** Because this issue required a manual correction on the billing side, our team needs to verify that your account reflects the correct plan status and that no duplicate charges occurred.

## 💡 How to Confirm Your Payment Was Captured

To check whether a charge was processed, navigate to your account's billing area and look for an invoices or payment history section. If an invoice appears for the expected amount, the charge was captured by the payment processor even if your plan appears inactive. Share this information with our support team so they can reconcile your account status.



## 🚀 Current Status of the Fix

The engineering team has marked this bug as resolved. If you previously encountered this issue and your account still shows an incorrect plan status, our billing team can manually correct this for you. No further action is required on your end beyond reaching out to our support team.