🔍 Overview
Some customers on the Summit or Platinum plan have noticed that their unlimited credit promo deactivated earlier than the date shown in their portal. This is a known discrepancy — the credit can expire before the end date displayed in your account. This article explains what this means and how to get it corrected.
⚠️ What Causes This?
The early deactivation is not expected behaviour. In confirmed cases, our team has verified that the unlimited credit was removed before the correct expiry date. The mismatch occurs between when the promo code is set to deactivate on the backend and what the portal displays as the end date. This is not caused by anything you did on your account.
✅ What Our Team Does To Fix It
Once this issue is confirmed, our support team takes the following steps:
- An agent verifies that the unlimited credit was deactivated earlier than the displayed end date.
- A replacement coupon is created specifically for your account to restore the unlimited credit.
- The coupon is reapplied to your account on the backend to cover the missing time.
You do not need to do anything on your end to trigger the fix — once you report the issue, our team handles the coupon reapplication directly on the backend.
🛠️ How To Check Your Promo Code Status
After our team confirms the correction has been made, you can verify the coupon is active by checking your account in the platform. If you are unsure whether the correction has been applied, our support team can confirm directly in the conversation that the code has been reapplied and is active on your account.
📋 What To Prepare Before Contacting Support
To help our team resolve this as quickly as possible, have the following ready when you reach out:
- Your account email address
- The date and approximate time the unlimited credit stopped working
- The end date shown in your portal or confirmation email
- Any screenshots of your portal showing the expected expiry date
💡 Important Notes
- The replacement coupon is tied to your specific account — it is not a general-use code.
- This issue does not affect your underlying subscription plan — only the unlimited credit promo period.
- If the credit deactivates again before the corrected end date, contact our support team immediately so the issue can be investigated and resolved.
If you are experiencing this issue, please reach out to our support team and we will get it sorted for you as quickly as possible.