[BUG] Plan upgrade payment fails — PaymentIntent voided immediately with `void_invoice` before confirm can complete

@chrislloyd @dougbarth @bhuga @achew22 Where should I raise this issue? In the support a bot replies? How do resolve this?

I have the same issue

I have the same issue

I have the same issue

I have the same issue

Same here

I have the exact same issue!

I have the same issue

Same issue encountered in the app

I have the same issue

After getting frustrated with this, I decided to gift a new Max membership to myself lol. You’ll have to pay up the full $100 via the Gift Claude feature. Use your own email id and make the payment. When you redeem it, you get a full month of Max from the date of redemption. It sucks to let go of the unused Pro subscription, but it’s just sunk cost 🤷‍♂️ at least this way you get to use Max with the same account.

I have the same issue :(

+1

Meme problème je souhaite passer en abonnement 5X Max et impossible.
J'ai testé avec 3 cartes différentes et même soucis: Le paiement a échoué. Veuillez réessayer plus tard. Si le problème persiste, contactez le support à https://support.anthropic.com/

Cette société est incapable de gerer les soucis techniques, ca fait peur....

Hi, I’m getting a Stripe error when trying to pay for Claude:
"payment_intent_unexpected_state – PaymentIntent is canceled and cannot be updated"
It seems like a canceled PaymentIntent is still being reused during subscription update.
Could you reset my billing/payment session or regenerate a new PaymentIntent?

Thanks.

For whatever reason, I was able to upgrade this morning after almost 3 days of not being able to.

Same here

I have also the same issue :(

same issue :(

I have same issue :(

Same issues - contacted them for the last 24hours, nothing.

same(

Earlier, I was having issues with the Max plan payment and it kept failing. But after my Claude limit was reached, I tried again and the $100 Max plan purchase went through successfully. It’s working fine for me now.

Same issue here — Pro → Max upgrade, France, multiple cards tested.

Stripe error from network console:

{
  "error": {
    "code": "payment_intent_unexpected_state",
    "message": "This PaymentIntent's mandate_data could not be updated because it has a status of canceled.",
    "param": "mandate_data",
    "payment_intent": {
      "id": "pi_3TU2lbBjIQrRQnux07zCINan",
      "status": "canceled",
      "cancellation_reason": "void_invoice",
      "canceled_at": 1778063613,
      "created": 1778063603,
      "currency": "eur",
      "description": "Subscription update"
    }
  }
}

The PaymentIntent is canceled 10 seconds after creation (created: 1778063603, canceled_at: 1778063613). Confirmed void_invoice on backend before the user can complete checkout.

Tested: 3 different cards (Visa/Mastercard), incognito, cache cleared, Stripe Link — all fail identically. Banks confirm zero decline on their end.

Support: Fin AI bot loop, no human escalation despite explicit request.

Stripe log reference: https://dashboard.stripe.com/acct_1MExQ9BjIQrRQnux/workbench/logs?object=req_AqZYTtJxE2sGU5

This is clearly a backend race condition on the proration/upgrade flow. Please fix — users are blocked from upgrading despite wanting to pay.

I have the same issue and have had it for over 2 weeks now - never met a company that doesnt want more money before :D

Same error. Pro plan to Max $100,

all is ok, after i sending message about this to Fin chat (support on main page)

What do you mean all is ok? I have been trying for 3 days. They fixed it?

What do you mean all is ok? I have been trying for 3 days. They fixed it?

I had a problem for 2 days, I wrote to the chat on the main page, and within a few hours everything was decided

> What do you mean all is ok? I have been trying for 3 days. They fixed it? I had a problem for 2 days, I wrote to the chat on the main page, and within a few hours everything was decided

Interesting. I have writing them for 3 days and nothing. What exactly did you tell FIN? What were the magic words?

Same issue here — Pro → Max upgrade, France, multiple cards tested.

+1

Same issue here — Pro → Max upgrade, France, multiple cards tested.

Utilise offrir Claude. Ça marche mais tu perds le prorata

Summary of what worked:
∙ Go to claude.ai → Gift a subscription
∙ Use your own email as recipient
∙ Pay via the gift flow (different Stripe flow, bypasses the broken upgrade path)
∙ Activate the gift on your account
Hope this helps others stuck on the same issue. Please fix the core bug — not everyone will find this workaround.

Similar issue, but triggered by account data corruption after support-initiated changes.
I contacted support 2+ months ago requesting a business account conversion. The changes were apparently started server-side but never completed. Result: account billing data is now in an inconsistent/corrupted state. Name, address and payment method no longer match. Any attempt to update payment details fails silently.
Subscription renewal is is just around the corner. Zero response from support despite multiple tickets, emails, and follow-ups (multiple Conversation IDs collected, none ever answered by a human).
Root cause appears similar. We are not alone

I'm getting exactly the same issue trying to go from 5x-20x.
I had a failed payment on usage and was left in a negative balance. Even after topping it up back into a positive balance i am unable to upgrade the subscription.

Same issue trying to go from pro to x5

Same. Multiple cards, nothing works

I have the same issue, what about Antropic support?

Adding three observations from tracking related issues across the May 2026 cluster.
First, the cluster pattern. Issues #56281 (May 5, 5x → 20x upgrade) and #55917 (May 4, Pro → Max with 11+ comments cycling through cards and methods) match the same shape as this one. PaymentIntent created, voided server-side within seconds before the client-side confirm completes, with cancellation_reason: void_invoice as the consistent signal. All three opened in the same five-day window (May 4–8), all reference the same Stripe error code payment_intent_unexpected_state with mandate_data, and all show no official acknowledgment four to five days into open state. The multi-card retry pattern in #55917 and the upgrade-from-higher-tier in #56281 are different angles on the same underlying race.
Second, the workarounds users have actually executed in this thread. Three paths have unblocked specific accounts: (1) the Gift Claude flow, where you gift a subscription to your own email, which routes through a separate Stripe flow that bypasses the upgrade-specific void path, at the cost of losing the unused prorated period on the existing Pro plan; (2) writing to the support chat (Fin) on the main claude.ai page, with one user reporting resolution within a few hours, though the OP and others have written for two to three days with no response; (3) waiting, with at least one user reporting the upgrade completing after three days without any explicit action. None of the three are documented to work universally.
Third, two comments in this thread surface a deeper category that the void_invoice timing window does not explain. Vewikd's account data was modified server-side during a two-month-pending business-account conversion, leaving name, address, and payment method in an inconsistent state, with all subsequent payment attempts failing because the account state itself is the broken record. maxwell-01 was left in a negative usage balance after a failed payment and is now blocked from upgrading even after topping back into positive. These point to a state-machine problem broader than the cancellation race: failed-payment side effects are not being cleanly reversed, and accounts can land in shapes the upgrade flow does not handle. For these accounts neither the Gift flow nor the Fin chat is reliably documented to work — they need direct support intervention, and the 38 comments here suggest that intervention is not consistently arriving.

I tried again today on my phone and the upgrade went through. Im not sure what changed but I did the same payment flow through link and subscribed. Hope it works now for others.

They fixed, it worked

They fixed, it worked

Not working here.

@claude

Same here, and Gift page isn't working.

not working after using 3 different cards, the app, 2 different browsers and the gift page.

not working

I have the same issue today. I've tried multiple cards from multiple banks, I even tried Privacy.com. No dice.

they fixed it
working fine for me

I have the same issue

I have the same issue

Still have the same issue, tried with or without the Stripe link, both showing 'Payment failed. Please try again later. If the problem persists, contact support at https://support.anthropic.com/'

Update after 3 months: no resolution, had to open a new account.
As described in my previous comment.Billing data was corrupted by incomplete support-initiated changes, renewal was imminent, zero human response despite multiple tickets and follow-ups.
I had contacted support 3 months before my next billing cycle specifically to avoid disruption. I wanted the business account setup sorted well in advance. Instead: partial backend changes, broken state, no way out from the user side.
My solution in the end: open a completely new account for the company, cancel the old one. All conversation history and context lost. For what should have been a simple billing update.
The AI agent closed one of my tickets claiming I hadn't replied. While I was the one waiting for a human response for months.
Planning 3 months ahead specifically so this wouldn't happen, and it still did. That says something about the state. Oh, right. And unfortunately, the tips and suggested solutions didn't work for me.

same issue

+1 — confirming this is still broken as of May 11, 2026.

Environment:

• Account: Claude Max 5x (active, paid subscription)
• Attempting upgrade: Max 5x → Max 20x via Settings → Adjust usage on claude.ai
• Region: Netherlands
• Tested: Safari + Chrome, Claude desktop app and mobile — same result on all

Error message:
"Payment failed. Please try again later. If the problem persists, contact support at https://support.anthropic.com/"

Ruled out client-side causes:

• Card: Revolut, confirmed working on every other US merchant the same day. No decline on bank side, no 3DS challenge logged.
• Network: tested incognito, different devices, different networks.
• Account: existing paid Max 5x subscription is healthy, billing portal accessible, no failed-payment warnings.

Pattern match:
Same void_invoice behaviour described in #55982 — PaymentIntent appears to be voided server-side before the client-side confirm can complete. Also matches reports in #55266 and #56895.

Support status:
Ticket opened multiple days ago — only automated bot replies, no human response so far.

Happy to share the failing PaymentIntent ID from Stripe receipts via a private channel if it helps with debugging.

Note: this issue being marked as a duplicate of #58234 looks like a triage error — #58234 is a feature request for API rate limits in Claude Code CLI, which is unrelated to this subscription upgrade payment failure.

Edit: 24 hours later, can report retrying to subscribe, it goes through and works fine. I really think this should be extended to two attempts _at the minimum_ rather than having to wait 24 hours before retrying.

Same issue here, is still broken as of May 12th. Can reproduce by attempting to upgrade to Max from Pro, fails due to at least in my case, card having insufficient funds, putting the invoice in a seamingly void state. You try again with sufficient funds, Stripe returns "cancellation_reason": "void_invoice", prompting the visual error via Claude Code "Payment failed. Please try again later. If the problem persists, contact support at https://support.anthropic.com/".

Cancelling the subscription and retrying as per a particular Reddit comment advises does not work for me, but another tried upgrading to a tier that they didn't initially upgrade to, and it worked fine.

Still broken, having the same issue. I also tried cancelling, which did not help (cancelling worked, but doesn't resolve my upgrade issue). Support chat closed on me twice with an automated message. It seems I have now gotten through to a human. This took at least an hour out of my day which makes it very frustrating.
I also have stripe ids, request log url, etc. which I already sent as a message to support.

Workaround: Happy to report that the Gift method works! I now gifted myself a month of Max subscription, putting the same name and email everywhere (however losing the prorated refund of the currently running subscription). Thanks everyone for suggesting it.

I had the same issue for a couple of days.
What worked for me was this: cancelled Pro subscription (midway), waited a few hours, went to https://dashboard.stripe.com and deleted all cookies (.stripe.com), as well as all cookies from claude.ai. Logged in and upgrade worked first time.

+1 - It still broken as of May 14. As a matter a fact I just tried a few minutes ago before landing to this open issue page.

Update: Resolved on my end by clearing all claude.ai + stripe.com cookies, fully closing Chrome, and logging back in fresh. Upgrade went through on first attempt after that. Confirming @antoniovazevedo's workaround works without needing to cancel the existing subscription. Thanks 🙏

I'm getting same issue! So I gifted myself a Max Plan. 20 Dollars wasted for Pro. Anthropic please fix asap. Or else your subscription rate might get slowed

having the same issue

Found a fix that worked for me

Go to the billing page or the Anthropic gifting portal.

Purchase a Claude Max Gift Subscription using your card.

Send the gift link to your own email address, then redeem it on your active account.

Update: This worked for me as well. Thanks @OfficeFlow, and also thanks to @antoniovazevedo for the suggestion to log out and clear all "claude.ai" and "stripe.com" cookies.

At first, I was retrying too quickly, but waiting 6–8 hours seems to work best. The old payment ID error on the server side appears to get cleared after some time, and then you can upgrade from Pro to Max without cancelling your plan.

You just need to wait patiently for around 8–10 hours. Earlier, I kept trying continuously and it wasn’t working, but when I tried again after waiting about 8 hours, it worked. 👍 🙏

Still not working. Anthropic, being a mega-corporation, have got too big for their boots and gone completely mad. They don’t give a damn about their users; they don’t care about anything, not even money. I hope their competitors will really make them pay for such indifference and their clueless approach to business. Codex and Gemini, it’s your turn. The idiots at Anthropic are doing nothing while thousands of people are asking for help and saying that the MAIN DRIVING FORCE OF THE ENTIRE BUSINESS - PAYMENT - isn’t working. But the mega-corporation couldn’t care less; it’s just busy with PR. Bastards.

Affected account: acharlin@gmail.com | Plan: Pro → Max upgrade

I'm experiencing the exact same issue. Stripe support confirmed they see no payment attempts from my account — the PaymentIntent is being cancelled before reaching them (void_invoice).

Key observation: on the checkout page, my saved card (Mastercard ••••XX12) appears correctly in the UI, but after clicking "Subscribe" the payment fails. When I go back to edit payment info, all fields are completely blank — confirming the card data is not being transmitted to the processor.

I have 30+ successful prior payments to Anthropic. This is clearly a server-side bug in the upgrade flow. I have an open support ticket (Conversation ID: 215474351759783) but no resolution yet. Adding my case here to help track the scope of this issue.

Same happening with me. On first attempt, I reached to the last otp screen. But, I cancelled it for some reason and after that attempt, not able to reach that screen anymore.

Same pattern with USD 200 plan. It worked once but not anymore

same issue here. Very frustrating. I've tried it all and it still returns an error with any card I try

Same issue here — Max 5x → Max 20x upgrade blocked by stuck canceled PaymentIntent (void_invoice). Filed as #62746. Tagging for visibility — this is affecting multiple users and remains unresolved.

This worked for me:

• Cancel your current subscription
• Open an incognito window
• Activate a new subscription

The discount for your previous uncompleted subscription is still valid!!!

I have the same issue

This worked for me: Cancel your current subscription Open an incognito window * Activate a new subscription The discount for your previous uncompleted subscription is still valid!!!

@pvoynov I confirm this method works!!

This worked for me: Cancel your current subscription Open an incognito window * Activate a new subscription The discount for your previous uncompleted subscription is still valid!!!

In my case, even with this, I couldn't change my plan...
I'm getting an error when I try to switch my current plan from the Pro Plan to the Max Plan.

<img width="951" height="430" alt="Image" src="https://github.com/user-attachments/assets/b221ad50-58fb-4243-b099-8b95d8dd5b37" />

Adding one related claude.ai billing data point, because the failure class here looks close enough to be useful pattern signal even though my case is usage credits rather than a plan upgrade.

Public support reference: Anthropic support conversation 215474566214974.

In my case, normal Claude auto-recharge still works on the account, but the separate discounted usage-credit checkout ($1,000 credits for $700) fails after 3D Secure / payment confirmation. My issuing bank says no authorization attempt reaches it for the failed discounted purchase. Claude still shows no $700 paid row and no $1,000 credit increase.

The reason I’m adding this here: this issue describes a claude.ai web billing flow where Stripe PaymentIntent / invoice state changes prevent payment confirmation from completing. That maps closely to the kind of Billing Platform / Stripe operations review my case needs. It does not look like a generic “update your card” problem.

I’m intentionally not posting card endings, bank names, PaymentIntent IDs, invoice IDs, raw logs, screenshots, payment URLs, Link codes, or private support-thread text publicly.

Adding my case as another data point.
Setup: Claude Pro, attempting to upgrade to Max. Located in Germany. Billing address updated, multiple cards tested.
Symptom: Bank confirms the card authorization goes through on their end — the validation request is received — but no charge is ever completed and the upgrade does not apply. Tried multiple cards, multiple browsers, incognito, cache cleared. Same result every time.
Additional detail: I recently changed my payment card on file. The system appeared to still reference the old card internally even after updating, suggesting the billing state on the backend may not be refreshing correctly after a payment method change.
Support path so far: Ticket submitted days ago — no human response. Chat support confirmed the issue is on Anthropic's side but could not resolve it.
This matches the void_invoice / stuck subscription state pattern described in this thread. Flagging in case account region or card-change sequence is a relevant variable for the engineering team.