Paid Max 20x reverted to Free mid-cycle — invoice Paid through Nov 4, status "canceled," nine support messages, no human response

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?

Claude Max 20x consumer subscription (claude.ai), paid in full: $200 on October 4, 2026 — receipt #2429-2699-7186, invoice ZJRRS2IS-0038, status Paid, period Oct 4–Nov 4, 2026.

• Oct 4–12: Max access active and working.
• Oct 12: the account reverted to the Free plan mid-cycle. I did not cancel, and no cancellation or refund notice accompanied the change.
• Since Oct 12 I have sent nine messages in the support conversation requesting escalation to the Product Support team. No human has responded; no case number has been issued.
• Support (Fin) has stated in-thread: the invoice is Paid; Anthropic's records show the subscription status as "canceled," which it acknowledged does not align with the paid invoice; an "account sync issue." Its latest reply claims the account shows no Max subscription at all.
• Tried: full logout/login with the original sign-in method (support's suggestion) — no change.

Asks: (1) restore/re-sync Max access through November 4, 2026, with a credit or extension covering Oct 12 onward; or (2) if the record cannot be repaired, refund the full $200 so I can re-subscribe on a clean account the same day. Restoration is the goal — the refund is only the mechanism if the record is unfixable.

This appears to match a recurring pattern reported in this tracker (e.g., #67098, #83093, #75250).

What Should Happen?

The paid Max 20x subscription remains active through November 4, 2026, per invoice ZJRRS2IS-0038 (status: Paid).

Error Messages/Logs

Steps to Reproduce

1) Subscribed to Claude Max 20x, paid October 4, 2026. 2) Account worked normally October 4–12. 3) On October 12 the account showed the Free plan despite the paid period running through November 4.

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

Not applicable — billing/account issue; Claude access is currently lost, which is the subject of this report.

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

_No response_