## 📋 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

1. Open the chat widget in the bottom-right corner of the platform and type **human teammate** to connect with a support agent.
2. Explain that unresolved issues have impacted your workflow and you are requesting a subscription extension.
3. The agent will review your case and may offer High-Demand Credits (HDC) as an immediate goodwill gesture. These credits do not expire.
4. 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.
5. 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.