[BUG] Claude Max 20x subscription not recognized — account shows Free Plan, Claude Code requires Pro/Max

I understand this may fall outside the scope of Claude Code bugs, but I am posting here as a last resort after exhausting every official support channel for over a week:

• Support tickets: no human response
• Email: only automated replies
• Help Center chat: blocked because account incorrectly shows Free Plan
• Twitter/X: no response

I am a paying Claude Max 20x subscriber ($200/month) who cannot access the service I paid for, and cannot reach human support due to the account display bug creating a catch-22. Could someone from the Anthropic team please escalate this internally or direct me to the correct contact?

I'm having the same problem! The code activated successfully, but my entire remaining subscription was cancelled and there's no information about the code being credited! My account has been reset to the free tier.

Same here. I received a 3-month Pro plan gift, redeemed it, and it worked fine for five days. Then, suddenly, my account was downgraded to the Free plan.

Same issue — Google Play specific, now 67+ hours unresolved
Adding my case as additional data point. Google Play subscriber (Turkey), same backend sync failure.
Setup: Had both Claude Pro (₺799.99/mo) and Claude Max (₺4,999.94/mo) active simultaneously via Google Play. Pro subscription went dormant (unfunded card), accidentally reactivated. System defaulted to lower tier. Cancelled Pro — still showing Free/lower tier after 67+ hours.
Timeline:

March 22, 15:31 — first support ticket submitted
March 24, 09:31 — fourth follow-up, human agent explicitly requested, chargeback warning issued
March 25, 10:23 — still unresolved, zero human response

Key evidence: When attempting to resubscribe to Max via the app, Google Play returns: "Claude Max (Claude by Anthropic) aboneliğiniz zaten var." (You already have a Claude Max subscription.) — your own infrastructure confirms the subscription exists, yet the account is not honored.
Support ticket: Conversation ID 215473584912171. AI agent loop only, no human contact whatsoever.
Account: unal.yigitalp@gmail.com
Next Max renewal: April 1, 2026

Any of you got your subsciprions back?

I got my subscription back.
I had a 3-month gift card (Pro plan), but after getting no response for two weeks - other than from the automated support assistant - I decided to just buy a subscription myself since I needed it for work. As soon as I entered my card details and accepted the terms, I was surprised to receive one month free plus $40 USD in credits. I suspect those sync issues happened because my account lacked any payment or billing information. I'm not sure though.

I just ran into the same case, I was given a x20 subscription and I was only able to use it for 5 days, but now it's telling me that I have a free subscription. WTF?!

Same issue here — Claude Max gift subscription reverted to Free after working normally.

Adding my case as another data point.

Setup:
I purchased a Claude Max gift subscription on March 23. The subscription was successfully activated and worked normally for about one week.

Issue:
My account has now reverted to the Free plan, while the billing / gift redemption record is still present in my account.

Key details:

• Account is NOT suspended
• Subscription was active and working
• Billing history still shows the payment / gift
• No changes were made on my side

This appears to be an entitlement or billing sync issue.

Request:
Please have a human agent investigate and restore the Max subscription.

Account email: wilford_shadowens610@mail.com

If needed, I can provide billing screenshots and gift redemption details.

Thanks.

I’m experiencing the same issue, and it’s very difficult to reach their support.

I've got the same issue as @Konamiu. Gift for MAX x5. Works for few hours. Then downgrade to Free plan. Account is NOT suspended. Billing history still shows the payment/gift

Same dubass issue for me to. I have 12 days left of my PRO plan, but it's showing as having just a Free Plan. What do i do?
Also i have 7 invoices for crap i did not request ( gifting subscriptions to people ). Had to close my banc card because I kept getting 1-2 invoices every day and money being taken out of my account.

Same i had a pro account worked 2 weeks well, got another account with max x5 it worked for a day then defaulted to free tier. Also the pro account defaulted to free tier. This is awfull

I woke up to have this issue happen to me. Last night my Max 20X plan was working perfectly fine. I close my laptop to wake up 6 hours later and account has been dropped to Free-Tier. Nothing in my billing page suggests anything, My subscription was paid March 27th not set to renew until April 27th. No warning, No Email, nothing that would tell me possibly why this happened.

I am experiencing the exact same issue here. My account was silently downgraded to the Free plan, even though my billing page and Stripe receipt clearly show the status as "Paid".

Has anyone actually found a solution or managed to get their account restored?

I have submitted support tickets and sent emails, but I am getting absolutely zero response from the Anthropic team. It is incredibly frustrating to be locked out of a paid/redeemed service with no support whatsoever.

Same issue. And it's infuriating to not have access to any human to escalate this issue. I tried the "Contact Sales" button on the homepage when you're logged out. No answer so far.

Samee problem

Same here. Being charged repeatedly for something I can't use is rough.

!Image

I am having the same issue, is there a fix?

I am having the same issue, is there a fix?

None here so far. When I sent the notice of dispute (per Anthropic's TOS), they opened it half a dozen times, then created a third ticket with an email that referred me to their online help and encouraged me to start a new thread with Fin AI support bot--the same one that threatened a permanent ban if I dispute the charge. It'll be a week down tomorrow.

Same here. My gifted Claude Max х20 subscription was redeemed successfully on 04.05.2026 and should remain active until 05.05.2026, but my account reverted to Free on 04.16.2026 with no action from me.

Received this email claiming the issue has been resolved, but it has not. It asks to let them know if the problem persists but closes by saying replies will not be monitored. There is no way to reach support at all at this point. Over a week down to the free plan despite having paid twice.

<img width="698" height="684" alt="Image" src="https://github.com/user-attachments/assets/6a0be82e-6fba-4c51-9257-ade49086cf90" />
<img width="695" height="686" alt="Image" src="https://github.com/user-attachments/assets/c9ff79dd-f85e-4fbd-bb2a-025a5caaf0f2" />
<img width="696" height="682" alt="Image" src="https://github.com/user-attachments/assets/79e4bc21-4cab-4746-879a-90de5b6f86cf" />

I also created a ticket as a last hope for assistance.

After creating the ticket, I received an email saying: "This issue will be automatically closed as a duplicate in 3 days."

The chatbot in the Get Help section of the Claude web version provides vague answers, without any timelines for resolution or even a reference number for my request. There is no confidence that anyone will actually address this issue.

The bot also emphasizes that no compensation is provided for downtime, which effectively means that every day without the paid subscription is entirely my problem.

I also see many other open tickets with a similar issue.

I hope for a quick resolution 🙂

<img width="650" height="477" alt="Image" src="https://github.com/user-attachments/assets/6532ee7b-e4d2-4d4e-9c2f-4cae600966b9" />

<img width="1576" height="782" alt="Image" src="https://github.com/user-attachments/assets/d12a7a7a-45d5-4453-9dfa-451b999ffab0" />

<img width="1335" height="483" alt="Image" src="https://github.com/user-attachments/assets/e4b29687-21e7-40b2-bdc5-f505d7c7b729" />

Same issue here — Claude Max 20x gift subscription reverted to Free after working normally.

Adding my case as another data point.

Setup:
I purchased a Claude Max gift subscription on April 15. The subscription was successfully activated and worked normally for about one week.

Issue:
My account has now reverted to the Free plan, while the billing / gift redemption record is still present in my account.

Key details:

Account is NOT suspended
Subscription was active and working
Billing history still shows the payment / gift
No changes were made on my side
This appears to be an entitlement or billing sync issue.
I also lost free 150 euro in credits.

After that, I tried getting another subscription, as it seemed to help another user. Got Pro plan, got back my 150 euro credits.
But Max 20x plan DID NOT renew: no free month, nothing.

Request:
Please have a human agent investigate and restore the Max subscription.

Account email: [nasos9112@gmail.com](mailto:nasos9112@gmail.com)

If needed, I can provide billing screenshots and gift redemption details.

Thanks.

Title: Billing sync bug: gift card redeemed but account shows billing_type: “none” + chat-only capabilities

I redeemed a Claude Max gift card on April 17, 2026, but my account still shows billing_type: “none” and capabilities: [“chat”]. This matches the backend synchronization issue described in #31012. My account mail is candidosimone598@gmail.com. I have the backend JSON confirming the discrepancy. Please advise me on the next steps to restore Max access on this account.

@Icer-0132 did you get the issue solved?

Same here. Pure scam

Same issue — Max 20x, $200 paid, account showing Free

Adding my case to this thread. Same plan, same symptom, and a support trail spanning three days with no resolution. I also have a theory below that may explain what's actually happening.

What happened

• Evening of May 6 — was actively running a Claude agent in Claude Code when the Claude Code option disappeared from my IDE entirely, mid-session
• Both Claude Code and claude.ai immediately began showing Free plan
• Invoice and receipt both confirm $200 paid on May 6 for Max 20x (May 6 – Jun 6, 2026)
• Logged out and back in — no change
• Checked Settings > Billing — invoice shows paid, no Resubscribe button present

Support trail

• May 6 — opened support chat with Fin, escalated to human: 215474206214690
• May 7 (3:32 AM) — followed up, no human response overnight
• May 7 (12:38 PM) — opened second conversation, escalated again: 215474215936677
• May 8 — first actual reply, which included this:

"...your organization is showing as an 'api' plan type rather than the Max plan you paid for."

• May 8 — sent screenshot in reply, received generic acknowledgment: 215474227563423
• May 9 — still on Free plan, no further contact from support

Theory: billing detachment

After reading through this thread, my best guess is that my account has simply become detached from its billing record — the payment processed correctly in Stripe, but the entitlement system lost the link between the transaction and the account. The support reply confirming "api plan type" rather than Max supports this.

The reason I haven't just re-subscribed: I don't want to pay another $200 to potentially create a second subscription while the first one still exists in billing, making the detachment even harder to untangle. If anyone else in this thread went that route, I'd be curious whether it actually worked or just created a bigger mess.

System details

• Platform: macOS / VS Code
• Status page showed an active incident on May 6 evening — cleared by May 7, but account did not recover after the incident resolved

Three days without Claude Code access is significant business impact. If anyone from Anthropic is monitoring this thread, the conversation IDs above should have the full paper trail.

Having the same issue. Pro plan active since February, paid one year up front, in constant use since. Payment definitely taken from my account. As of Sunday I've been demoted to Free. Anthropic's (that is, Fin chatbot's) current suggestion is that I re-subscribe (that is, pay again) for a service they've already taken money for.

One further note in case it is of help to anyone else: I've found emailing support@mail.anthropic.com at least gets a response. It is still the Fin chatbot just via email, but it hasn't ghosted me, unlike the Get Help online chat which now fails to respond to any question or message.

Experiencing the same issue.

Subscription is confirmed active in Anthropic's billing system (via Stripe/Link) and charges are processing successfully, but claude.ai displays Free Plan. This creates a compounding problem: I can't cancel the subscription through claude.ai because it already shows Free, and Link/Stripe kicks me back to the merchant portal to cancel, which is broken for the same reason.

I'm being charged for a plan I can't access and can't cancel through any self-serve channel. Fin, both in the chat popup and email, is useless and can't figure this out. Anthropic human support has been unresponsive. This appears to be the same backend desync between billing and account plan status described in this issue.

Requesting a manual fix from the Anthropic team: please sync the subscription status on my account so it reflects the active paid plan, or alternatively cancel the subscription on the backend so charges stop.

Closing for now — inactive for too long. Please open a new issue if this is still relevant.