📋 Overview
If unresolved platform issues have disrupted your workflow and you need a subscription extension, you can request one through our support workflow. Extensions are handled by the Billing and Accounts team and may require escalation for approval.
🛠️ How to Request an Extension
- Open the chat widget in the bottom-right corner of the platform and type human teammate to connect with a support agent.
- Explain that unresolved issues have impacted your workflow and you are requesting a subscription extension.
- The agent will review your case and may offer High-Demand Credits (HDC) as an immediate goodwill gesture. These credits do not expire.
- If an extension is warranted, the agent will submit a billing escalation titled "move 5 days subscription extension" (or similar) to the Billing and Accounts team.
- The Billing team typically resolves escalations within 24 working hours. You will receive confirmation once the extension is applied (e.g., "trial will end on Jul 8th").
💡 What to Expect
- Direct extensions are not granted automatically; they require billing team approval.
- HDC credits may be provided immediately while the escalation is processed.
- Resolution confirmation will include the new subscription end date.
📌 Related Platform Improvements
Engineering has completed backend support for subscription extensions and fixed issues where subscriptions were incorrectly flagged as past_due. These changes ensure smoother processing of future requests.
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.