[BUG] Can't upgrade Max 5x → Max 20x: payment fails on every attempt, support unresponsive

I'm having this issue also, tried multiple devices, multiple cards, multiple browsers, no bank account issues. This needs to be fixed

<img width="615" height="99" alt="Image" src="https://github.com/user-attachments/assets/62e0daf6-5ca8-41f3-ba96-9564a7415659" />

+1, same issue here.

Location: Bangkok, Thailand
Current plan: Max 5x ($100/month, active)
Target plan: Max 20x
Duration: 2 days, ongoing
Error: "Payment failed. Please try again later."

Tried:

• Multiple Visa cards (different banks)
• Desktop browsers (Chrome, Safari) + Mobile (Chrome, Safari)
• Incognito/Private window
• Disabled "Extra usage auto-reload" before retry
• Multiple time slots (US night and US morning)
• No VPN

Order page correctly shows prorated credit ($97.05) and total due today ($110.16), but payment fails at checkout.

Support ticket submitted: Conversation ID 215474220071591
Status: escalated to human agent queue, no response yet.

Adding this as another data point. Paying customer unable to upgrade despite the system correctly calculating the proration amount.

URL: https://github.com/anthropics/claude-code/issues/56281

+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.

Still broken as of May 13th.

Environment:
Account: Claude Max 5x (active, paid subscription)
Attempting upgrade: Max 5x → Max 20x via Settings → Adjust usage on claude.ai
Region: Poland
Tested: Google Chrome on W11, Android

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

has anyone found a fix? still broken 5/13/2026

+1 — Same exact issue, Colombia 🇨🇴, Max 5x → Max 20x failing today (May 13, 2026).

Evidence card works (this is an Anthropic billing side issue, NOT card/bank):

• Successful invoice N1INDKCR-0016 — $5 USD — May 13, 2026 — MasterCard ••9837 (extra credits purchase, processed cleanly)
• Failed upgrade: same card, same day, $120.05 USD prorated → "Payment failed. Please try again later."
• Bank confirmed: no decline on their side.

Support response (Fin AI Agent): Initially blamed my bank despite the evidence. After insisting and citing this issue + #55266, #55982, #57122, Fin escalated to human billing team. Tracking conversation ID: 215474296903959.

This is the same payment_intent_unexpected_state / void_invoice race condition identified in #55982.

Affected paying customers visible from public issues: India, UK, Italy, Germany, Colombia (+1 today). This is a systemic billing bug affecting international Max-tier paying customers attempting subscription upgrades.

I'm building a production SaaS on Claude (Orbix Studio, public investor launch July 28, 2026). Cannot operate on broken upgrade flows.

@anthropics please escalate to a human billing engineer on the Claude.ai consumer side (NOT API team — per #57594, Fin keeps looking up the wrong org).

+1 — Same issue, Turkiye, Pro → Max 5x payment is still failing even tough I have sufficient funds in my credit card. Can buy extra usages but can not upgrade my plan.

<img width="514" height="65" alt="Image" src="https://github.com/user-attachments/assets/f2f7f473-8e1f-489c-a99e-91a81b02141a" />

I tried again after 3 days and it worked as expected. Don't know why, but it worked.

still not working

Yo tengo el mismo problema y nadie contesta.
Dice:
Su dirección de facturación ha cambiado desde su última factura. Para actualizar a Max, contacte a Soporte para obtener ayuda.

he actualizad la direccion ya varias veces y llevo una semana sin poder hacer cambios.
Por favor que alguien ayude

"I have the same problem and no one is answering.
It says:
'Your billing address has changed since your last bill. To upgrade to Max, contact Support for assistance.'
I have already updated the address several times and I've been unable to make any changes for a week now.Please, someone help."

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.

Payment failures with Anthropic are common outside the US/EU. If you're unable to upgrade due to card issues, an alternative is using the API directly through a relay like Vynex API — HK company, USDT payment (no credit card needed), bulk pricing on Claude 3.5 and 34+ other models. You get the same Claude models without the payment friction.

Same issue happening to me. Trying to upgrade from Pro to Max fails instantly with "Your card was declined", before reaching any authentication step. Tested:

• Multiple cards, from multiple different banks
• Apple Pay
• Revolut
• Multiple browsers (including incognito mode)
• Mobile phone, PC, and the Claude desktop app

All fail the exact same way, which rules out a card/bank issue on my end.

6+ days trying to resolve this. Contacted support via chat 5 times, always told a human agent would follow up - never happened. Also emailed support@anthropic.com and got looped in automated replies from the Fin AI Agent, which kept pointing me back to the generic "Why was my card declined" article despite me explicitly stating I'd already tried everything in it. One reply from a (possibly human, possibly not) agent acknowledged a discrepancy between my account showing a Free plan on their end vs. Pro on mine, and offered to connect me to a human team member - that offer was never followed through, and the next reply reverted back to the same generic automated response.

This matches the pattern described here and in #57122 and #58402 - the failure happens instantly across technically unrelated payment methods (cards, Apple Pay, Revolut), which points to a bug in Anthropic's billing/subscription flow rather than a payment processor or bank issue.

The only way I've found around this issue is to buy myself a 1-month Max x20 gift subscription and then activate it. That worked and upgraded me from Max x5 to Max x20.

I am experiencing the same Max 5x → Max 20x upgrade failure.

The upgrade fails consistently across multiple payment methods and Claude web, desktop, and mobile surfaces. The UI reports an insufficient-funds error, but the relevant financial institution reports seeing no attempted or declined transaction. My existing Max 5x subscription remains active; the failure appears isolated to the upgrade transaction.

I contacted Anthropic through the in-app support messenger. The issue was reportedly escalated to a human, but I have not received a response.

I am holding further upgrade attempts because #60923 documents a related payment-state failure in which charges were created despite an unsuccessful-payment message.

Please investigate the account-side upgrade/proration and payment-processor flow, confirm that no failed, duplicate, or partial upgrade invoices exist, and provide a safe upgrade path.

I can provide account identifiers, support references, timestamps, and additional reproduction details privately to an authorized Anthropic support agent.

Updated public-safe status as of 2026-07-26 22:26 JST: this thread remains related even though my case is usage credits rather than a Max-plan upgrade. The common failure shape is that a paid Anthropic billing path fails across payment attempts while support does not produce a human billing owner or concrete reconciliation.

Current related pattern from my side:

• manual prepaid / discounted Claude usage-credit purchases still fail or fail to commit cleanly after payment-confirmation style flows;
• automatic usage-credit top-ups on the same paid Claude billing account continue charging successfully;
• the issuer/bank reports no corresponding failed authorization attempt for the manual purchase failures;
• the latest mailbox sweep found Fin AI Agent auto-replies, failed-payment notices, and successful auto-recharge receipts, but no human Billing Platform / payment-operations response, root-cause explanation, credit reconciliation, refund, restored manual purchase path, or confirmed owner.

The key point is the same split-billing-path problem: Anthropic can still charge the account through one billing path, while another purchase/upgrade path fails and support does not produce a concrete owner or reconciliation. That does not fit generic card-decline troubleshooting.

Public sanitized evidence hub:
https://github.com/COOLak/anthropic-claude-billing-incident

Hosted brief:
https://coolak.github.io/anthropic-claude-billing-incident/

Reporter brief:
https://coolak.github.io/anthropic-claude-billing-incident/reporter-brief.html

Owner action packet:
https://coolak.github.io/anthropic-claude-billing-incident/owner-action.html

Billing reconciliation matrix:
https://coolak.github.io/anthropic-claude-billing-incident/reconciliation-matrix.html

I am intentionally not posting card digits, bank names, payment IDs, invoice IDs, support IDs, screenshots, raw network logs, payment URLs, Link codes, private support-thread text, or other private account data here. The useful ask is for Anthropic Billing Platform / payment operations to inspect checkout, payment confirmation, purchase commit, discount eligibility, support routing, and credit-ledger / entitlement provisioning together instead of treating reports like this as isolated card declines.

Adding another data point — same bug, India, Pro plan this time.

Account issue: Currently on Pro plan, attempting to upgrade to Max. Getting the error: "Your saved payment method is authorized for a different currency. Update your payment method and try again." — tried multiple different cards, same result every time.

Additional problem — duplicate charge: Billing history shows two "Paid" charges only 11 days apart for what should be the same monthly Pro subscription:

Jul 13, 2026 — $23.60 (USD)
Jul 24, 2026 — ₹2,399 (INR)

This looks like the USD→INR billing migration caused the system to start a new subscription cycle in INR instead of continuing the existing USD cycle — resulting in being charged twice within the same billing month.

Additional issue on upgrade attempt: When trying to upgrade to Max, the proration calculation shown is incorrect (short by ~₹1,000 from expected), which is consistent with the account's billing cycle/currency state being corrupted from the migration.

Support attempts: Tried in-app support (Fin AI bot) and email — no resolution, consistent with what's already reported in this thread and #55917.

Region: India. Would appreciate this being looked at alongside the other India-region reports here — this seems to be a systemic issue with the USD→INR migration rather than isolated card declines.

+1