[BUG] Max 20x paid (1,100 BRL, invoice 651D9859-0030) but account reverted to Free the next day; possible double charge

Preflight Checklist

• [x] I have searched existing issues and this hasn't been reported yet
• [x] This is a single bug report (please file separate reports for different bugs)
• [x] I am using the latest version of Claude Code

What's Wrong?

What's wrong?

I was charged twice for Claude Max 20x and my account is now on the Free plan.

1. 2026-09-30: I paid 180 EUR for one month of subscription.
2. 2026-10-13: I paid again for Claude Max 20x, 1,100 BRL, invoice 651D9859-0030. I did not notice I already had a paid month running, so this second payment was made by mistake.
3. 2026-10-14: my account shows the Free plan, with no email, warning or cancellation on my side.

So I paid for the same service twice and currently have no paid plan at all. The only plan Fin (support bot) can see on my account is "Rob's Individual Org" (API plan). No Max subscription is visible.

This is a claude.ai billing/entitlement issue, not a Claude Code bug. It matches the pattern in #92481, #68257, #61339 and #41581.

Impact

All my automated routines depend on the Max 20x limits and are stopped. This is causing significant professional and financial harm.

Support status

• Support conversation ID: 215476391808516
• Opened 2026-10-14 at 08:05 AM PDT, escalated to a human agent at 08:10 AM PDT
• No human reply so far, and no other way to reach a person (no phone/live chat)

Steps to reproduce

1. Pay for Claude Max 20x on claude.ai
2. Pay again later, unaware the first payment was still active
3. Open claude.ai: the account shows the Free plan
4. Settings > Billing: show paid

What I expected

Max 20x active for the full paid period, and the duplicate payment refunded.

Environment

• Platform: claude.ai on [browser + OS / mobile app]
• Region: Brazil (paid in EUR and BRL)
• Started: 2026-10-14, consistent (still on Free)

Request

1. Restore Max 20x on my account immediately.
2. Check my full billing history and confirm which account each payment is attached to.
3. Refund the duplicate payment.
4. Consider compensation for the access lost, since my routines are down.

What Should Happen?

My Claude Max 20x plan, paid on 2026-10-13 (invoice 651D9859-0030), should stay active for the full billing period. A paid plan should not revert to Free the next day without any notice or action on my side.

The duplicate payment should also be detected and refunded: I had already paid 180 EUR on 2026-09-30 for one month, then paid again on 2026-10-13 without realizing the first payment was still active. I should not be charged twice for the same service, and I should not end up with no paid plan at all.

Error Messages/Logs

Steps to Reproduce

Steps to reproduce

1. Pay for Claude Max 20x on claude.ai
2. Pay again later, unaware the first payment was still active
3. Open claude.ai: the account shows the Free plan
4. Settings > Billing: show paid

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

current one

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

_No response_