🔍 Overview
During the cancellation flow, some users are offered a promotional extension to continue their free trial. In certain cases, claiming this extension produces an error and the additional days are not applied to the account. This article explains why this happens and what steps you can take to get your trial access reinstated.
⚠️ Why the Error Occurs
A known issue can prevent the trial extension promotion from being applied successfully. This may happen if:
- The promotion has already been claimed once on your account.
- Your account status did not update correctly after your trial period ended.
- A temporary system error interrupted the claim process during the cancellation flow.
In these situations, the platform is unable to apply the extension automatically, and you will see an error message instead of the additional days being added.
✅ What You Can Do
Because the error occurs on the platform side, there is no self-serve workaround that will resolve it. However, our support team can manually apply a trial extension to your account as a goodwill gesture so you can continue evaluating the platform without interruption.
To get this resolved quickly, follow these steps:
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our support team.
- Explain that you encountered an error when trying to claim a trial extension during the cancellation flow.
- Our team will verify your account, confirm your eligibility, and apply additional trial days manually.
💡 What to Expect
Once you connect with a support agent, they will:
- Confirm the error on your account.
- Check the status of the promotion internally.
- Apply a manual trial extension so you can continue using the platform right away.
You do not need to take any action in your billing settings. The extension will be applied directly by the agent on the backend.
🧾 Checking Your Billing and Trial Status
After your trial has been extended, you can verify your updated account status by navigating to your billing or account settings within the platform. The support agent can also confirm the new trial end date with you directly once the extension has been applied.
💬 Need Further Help?
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.