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

Status Open
Maintainer reply None cached
Activity 29 comments · opened May 5, 2026

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?

Every attempt to upgrade from Max 5x to Max 20x fails with a payment error. This has been ongoing for 3+ days.

Tried multiple cards — all fail with the same error
Banks confirm no decline is happening on their end
The error is server-side, within Anthropic's payment flow (Stripe)
Existing Max 5x subscription and all previous payments work fine — this is isolated to the plan upgrade flow

Support attempts (all failed):

Fin AI Agent (in-app support): Bot suggested checking "Why was my card declined" FAQ — completely irrelevant since banks confirm no decline. When I requested escalation to a human agent, Fin closed the conversation with "This conversation has been closed and is no longer monitored."
Email to support: No response
Twitter/X (@AnthropicAI): No response

A paying customer on a $100/month plan is unable to upgrade to a $200/month plan, and there is no functional path to reach a human for resolution. This is a billing-system issue on Anthropic's side, not a card/bank issue.
This is a known issue affecting multiple users, particularly in India and other international regions. See also:

#55917 (Pro → Max upgrade failure, India)
#45361 (API credits purchase failure, Italy — 3DS passes but Stripe declines)
#50710 (Subscription stuck in broken state after card expiry)
#10832 (Max20 subscription not updating after upgrade)

What Should Happen?

Payment should process and subscription should upgrade from Max 5x to Max 20x.

Error Messages/Logs

Steps to Reproduce

Log into claude.ai with an active Max 5x subscription
Navigate to Settings → Billing
Attempt to upgrade to Max 20x
Enter card details (any card — multiple tested)
Payment fails with authentication/processing error/Timeout Error
Try different cards, browsers, incognito mode — same result
Contact support — get looped by AI bot, then conversation closed

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

na

Platform

Other

Operating System

Windows

Terminal/Shell

Other

Additional Information

Fin AI agent closed the conversation after being asked to forward to a human agent, with no escalation and no ticket number.
This issue is filed on the Claude Code repo because it is the only Anthropic GitHub repository that appears to be actively monitored. There is no dedicated billing/platform repo for claude.ai issues.
Impact: Paying customer unable to upgrade. Actively considering switching to competitor (OpenAI Codex) due to combined billing failure + zero support access. This represents direct revenue loss for Anthropic.

View original on GitHub ↗

29 Comments

wahidonchain · 5 months ago

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" />

maxhswan · 5 months ago

+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

OfficeFlow · 5 months ago

+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.

tchwicewski99 · 5 months ago

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/"

SethSummersTV · 5 months ago

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

soydacobe-prog · 5 months ago

+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).

karakoc49 · 5 months ago

+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" />

leopaixaoneto · 5 months ago

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

BackProAI · 5 months ago

still not working

cmassu · 4 months ago

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."

ismaildasci · 4 months ago

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.

mabaojinbj · 3 months ago

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.

joaogui217 · 3 months ago

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.

rscott4563 · 3 months ago

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.

camrynmacaleese · 2 months ago

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.

COOLak · 2 months ago

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.

abdulwajidthekiya · 2 months ago

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.

eugenekoiner · 2 months ago

+1

pinoaudrey · 2 months ago

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

The upgrade fails consistently across multiple payment methods and on Claude web, desktop, and mobile. The UI shows an “We are unable to authenticate your payment method. Please choose a different payment method and try again” as well as "Your card does not support this type of purchase." errors, yet the financial institution reports no attempted or declined transaction. My existing Max 5x subscription remains active; the problem appears limited 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 off further upgrade attempts because https://github.com/anthropics/claude-code/issues/60923 documents a related payment‑state failure where 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.

FeatureSpitter · 1 month ago

I am facing this exact issue.

The automated support system is completely unhelpful. Rather than addressing the backend error, it routes users through generic credit card troubleshooting steps, and at one point, it incorrectly identified my account as being on a free tier—despite my current active status on the Max 5x plan.

I have spent an entire day trying to resolve this and have gone out of my way to provide detailed Stripe payloads to help troubleshoot what is clearly a payment gateway failure on Anthropic's end. Despite providing actionable technical data, there has been zero human oversight or response.

Seeing that this issue has been open since May with no official resolution or communication from the team is unacceptable. I was actively attempting to scale up my usage and switch my primary workflow from Cursor to Claude Code Max 20x. However, experiencing this level of neglect before even completing an upgrade makes it impossible to trust Anthropic with production workflows.

My time is far too valuable to act as an uncompensated QA tester for a broken billing system while receiving zero support. I will be taking my business back to Cursor.

Core17ian · 1 month ago

As of August 29, 2026 I am facing this issue too. I tried to go from the Free plan to the $20 sum dollar Pro plan. But my debit card is getting rejected with correct information with a "Card declined" error or something along those lines on Claude/Anthrophic's end.

I've ruled out the common issues (card details all correct, more than enough money for the transaction ($200 some dollars) and there is no record of attempted charge from Antrophic/Claude in my Atlantic Union account's transaction history so it's not even reaching the bank)

I also talked to Fin's agent and explicity requested human support and never got it, with no clear timeline for this bein resolved. This is (well maybe was) one of the better AIs I've used and they won't even let me support it? And this has been happening for months to other users? Do they want to lose their userbase?

And the subreddit is filtering out/deleting any post I try to make on it too.

FeatureSpitter · 1 month ago

This is the symptom of the typical middle management/VP management incompetence on large corporations.

I guess at this point no manager will admit this is a severe issue making the company look bad and lose money, because that would put their ass at risk. This topic will die in obscurity.

dipfriz11 · 23 days ago

Adding a new data point that may help distinguish this from generic card/Stripe failures.

I reproduced the problem on multiple newly created Claude accounts when trying to buy Max 20x. The exact UI error is:

This purchase cannot be completed.

I tested multiple Ukrainian bank cards, Apple Pay, Google Pay, Gmail and ProtonMail accounts, different browsers, Claude Desktop, different devices, home internet and mobile data.

On the affected new accounts, the issuing banks receive no authorization attempt at all.

I inspected the checkout in DevTools. Claude's approval endpoint returns:

{
"type": "rejected",
"message": "This purchase couldn't be completed.",
"ndvRequirement": null,
"rejectionReason": "purchase_not_allowed"
}

The Stripe Checkout Session itself is created, but it shows:

approval_method: "manual"
payment_intent: null
payment_status: "unpaid"
submission_attempt.state: "requires_approval"
submission_attempt.error: null

So the transaction appears to be stopped before a PaymentIntent is created and before it reaches the issuer.

The strongest comparison is with older Claude accounts: using the same environment/payment methods, an older account proceeds to the bank normally. In one controlled test, the bank actually returned an insufficient funds response, and Claude displayed that corresponding error. By contrast, the new accounts are rejected earlier with purchase_not_allowed.

This suggests the failure may be tied to account age/history or an account-level eligibility/risk gate, rather than the card, bank, browser, network, email provider, or wallet.

If anyone else is seeing the exact error “This purchase cannot be completed.” on a newly created account, it would be very useful to compare account age, Max 5x vs Max 20x, whether it eventually started working, and how long it took before purchases were allowed.

I am specifically referring to this exact error / pre-PaymentIntent rejection, not generic “card declined” or “payment failed” cases.

Screenshots from the controlled comparison: new-account server-side rejection vs. older-account issuer-side response.

<img width="485" height="497" alt="Image" src="https://github.com/user-attachments/assets/87202098-8ec2-499d-95d1-973b53c7d6e1" />

FeatureSpitter · 23 days ago
Adding a new data point that may help distinguish this from generic card/Stripe failures. I reproduced the problem on multiple newly created Claude accounts when trying to buy Max 20x. The exact UI error is: This purchase cannot be completed. I tested multiple Ukrainian bank cards, Apple Pay, Google Pay, Gmail and ProtonMail accounts, different browsers, Claude Desktop, different devices, home internet and mobile data. On the affected new accounts, the issuing banks receive no authorization attempt at all. I inspected the checkout in DevTools. Claude's approval endpoint returns: { "type": "rejected", "message": "This purchase couldn't be completed.", "ndvRequirement": null, "rejectionReason": "purchase_not_allowed" } The Stripe Checkout Session itself is created, but it shows: approval_method: "manual" payment_intent: null payment_status: "unpaid" submission_attempt.state: "requires_approval" submission_attempt.error: null So the transaction appears to be stopped before a PaymentIntent is created and before it reaches the issuer. The strongest comparison is with older Claude accounts: using the same environment/payment methods, an older account proceeds to the bank normally. In one controlled test, the bank actually returned an insufficient funds response, and Claude displayed that corresponding error. By contrast, the new accounts are rejected earlier with purchase_not_allowed. This suggests the failure may be tied to account age/history or an account-level eligibility/risk gate, rather than the card, bank, browser, network, email provider, or wallet. If anyone else is seeing the exact error “This purchase cannot be completed.” on a newly created account, it would be very useful to compare account age, Max 5x vs Max 20x, whether it eventually started working, and how long it took before purchases were allowed. I am specifically referring to this exact error / pre-PaymentIntent rejection, not generic “card declined” or “payment failed” cases. Screenshots from the controlled comparison: new-account server-side rejection vs. older-account issuer-side response. <img alt="Image" width="485" height="497" src="https://private-user-images.githubusercontent.com/118271236/655735201-87202098-8ec2-499d-95d1-973b53c7d6e1.png?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJnaXRodWIuY29tIiwiYXVkIjoicmF3LmdpdGh1YnVzZXJjb250ZW50LmNvbSIsImtleSI6ImtleTUiLCJleHAiOjE3ODk5OTYwOTYsIm5iZiI6MTc4OTk5NTc5NiwicGF0aCI6Ii8xMTgyNzEyMzYvNjU1NzM1MjAxLTg3MjAyMDk4LThlYzItNDk5ZC05NWQxLTk3M2I1M2M3ZDZlMS5wbmc_WC1BbXotQWxnb3JpdGhtPUFXUzQtSE1BQy1TSEEyNTYmWC1BbXotQ3JlZGVudGlhbD1BS0lBVkNPRFlMU0E1M1BRSzRaQSUyRjIwMjYwOTIxJTJGdXMtZWFzdC0xJTJGczMlMkZhd3M0X3JlcXVlc3QmWC1BbXotRGF0ZT0yMDI2MDkyMVQxMzAzMTZaJlgtQW16LUV4cGlyZXM9MzAwJlgtQW16LVNpZ25hdHVyZT1jYjFiMmFjOGUyNDg5YTMyNjM1MmJkZGEwNzk0YjVmYjczMWM3OGVhMmVmMTAxYTIyYzZlMGNlZTk4NWRjOGJmJlgtQW16LVNpZ25lZEhlYWRlcnM9aG9zdCZyZXNwb25zZS1jb250ZW50LXR5cGU9aW1hZ2UlMkZwbmcifQ.xGSoYmPzFbn-NE-uc_Yp8gRhYB32P2XAQkjUKnmmG3g">

Forget it, they don't care.

I just switched to cursor the 200 dollar plan, if you use grok 4.6 you'll get a great experience and credits that last the entire month.

maxvanallen · 14 days ago

Found the cause in my case, might apply to others here.

Symptom: upgrade Max 5x → Max 20x failed on every attempt for days with "Purchase couldn't be completed", right after 3D Secure was approved in my banking app. The bank showed no decline and no authorization attempt. The same card had paid the Max 5x plan on the same account and pays another Claude account without problems, so card, bank and browser were ruled out.

Cause: the full name in my Claude profile (Settings → Profile) was a nickname that did not match the cardholder name. Editing the name in the payment form itself made no difference, I had done that on every attempt. After changing the profile name to exactly the cardholder name, the upgrade went through on the first try.

So two things seem to be going on:

  1. A name mismatch between account profile and cardholder gets the payment rejected on Anthropic's / Stripe's side, apparently above a certain amount (the 5x plan went through with the mismatch, the 20x plan did not).
  2. The name field in the checkout form is ignored or overwritten by the profile name. That is the actual bug: the form suggests you can correct the name there, but it has no effect.

If you are stuck on this: set Settings → Profile → full name to exactly the name on your card, then retry the upgrade.

hookenful · 12 days ago
Found the cause in my case, might apply to others here. Symptom: upgrade Max 5x → Max 20x failed on every attempt for days with "Purchase couldn't be completed", right after 3D Secure was approved in my banking app. The bank showed no decline and no authorization attempt. The same card had paid the Max 5x plan on the same account and pays another Claude account without problems, so card, bank and browser were ruled out. Cause: the full name in my Claude profile (Settings → Profile) was a nickname that did not match the cardholder name. Editing the name in the payment form itself made no difference, I had done that on every attempt. After changing the profile name to exactly the cardholder name, the upgrade went through on the first try. So two things seem to be going on: 1. A name mismatch between account profile and cardholder gets the payment rejected on Anthropic's / Stripe's side, apparently above a certain amount (the 5x plan went through with the mismatch, the 20x plan did not). 2. The name field in the checkout form is ignored or overwritten by the profile name. That is the actual bug: the form suggests you can correct the name there, but it has no effect. If you are stuck on this: set Settings → Profile → full name to exactly the name on your card, then retry the upgrade.

Insane, lol.
That actually helped.

t1mqa · 8 days ago

@maxvanallen you're acutally GOAT, ty for this, that's solution

knixon12345 · 5 days ago
Found the cause in my case, might apply to others here. Symptom: upgrade Max 5x → Max 20x failed on every attempt for days with "Purchase couldn't be completed", right after 3D Secure was approved in my banking app. The bank showed no decline and no authorization attempt. The same card had paid the Max 5x plan on the same account and pays another Claude account without problems, so card, bank and browser were ruled out. Cause: the full name in my Claude profile (Settings → Profile) was a nickname that did not match the cardholder name. Editing the name in the payment form itself made no difference, I had done that on every attempt. After changing the profile name to exactly the cardholder name, the upgrade went through on the first try. So two things seem to be going on: 1. A name mismatch between account profile and cardholder gets the payment rejected on Anthropic's / Stripe's side, apparently above a certain amount (the 5x plan went through with the mismatch, the 20x plan did not). 2. The name field in the checkout form is ignored or overwritten by the profile name. That is the actual bug: the form suggests you can correct the name there, but it has no effect. If you are stuck on this: set Settings → Profile → full name to exactly the name on your card, then retry the upgrade.

Holy crap, this works.

What the heck.

BlackDen7 · 3 days ago
25\. Adding a new data point that may help distinguish this from generic card/Stripe failures. I reproduced the problem on multiple newly created Claude accounts when trying to buy Max 20x. The exact UI error is: This purchase cannot be completed. I tested multiple Ukrainian bank cards, Apple Pay, Google Pay, Gmail and ProtonMail accounts, different browsers, Claude Desktop, different devices, home internet and mobile data. On the affected new accounts, the issuing banks receive no authorization attempt at all. I inspected the checkout in DevTools. Claude's approval endpoint returns: { "type": "rejected", "message": "This purchase couldn't be completed.", "ndvRequirement": null, "rejectionReason": "purchase_not_allowed" } The Stripe Checkout Session itself is created, but it shows: approval_method: "manual" payment_intent: null payment_status: "unpaid" submission_attempt.state: "requires_approval" submission_attempt.error: null So the transaction appears to be stopped before a PaymentIntent is created and before it reaches the issuer. The strongest comparison is with older Claude accounts: using the same environment/payment methods, an older account proceeds to the bank normally. In one controlled test, the bank actually returned an insufficient funds response, and Claude displayed that corresponding error. By contrast, the new accounts are rejected earlier with purchase_not_allowed. This suggests the failure may be tied to account age/history or an account-level eligibility/risk gate, rather than the card, bank, browser, network, email provider, or wallet. If anyone else is seeing the exact error “This purchase cannot be completed.” on a newly created account, it would be very useful to compare account age, Max 5x vs Max 20x, whether it eventually started working, and how long it took before purchases were allowed. I am specifically referring to this exact error / pre-PaymentIntent rejection, not generic “card declined” or “payment failed” cases. Screenshots from the controlled comparison: new-account server-side rejection vs. older-account issuer-side response. <img alt="Image" width="485" height="497" src="https://private-user-images.githubusercontent.com/118271236/655735201-87202098-8ec2-499d-95d1-973b53c7d6e1.png?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJnaXRodWIuY29tIiwiYXVkIjoicmF3LmdpdGh1YnVzZXJjb250ZW50LmNvbSIsImtleSI6ImtleTUiLCJleHAiOjE3OTE3NTQxNTAsIm5iZiI6MTc5MTc1Mzg1MCwicGF0aCI6Ii8xMTgyNzEyMzYvNjU1NzM1MjAxLTg3MjAyMDk4LThlYzItNDk5ZC05NWQxLTk3M2I1M2M3ZDZlMS5wbmc_WC1BbXotQWxnb3JpdGhtPUFXUzQtSE1BQy1TSEEyNTYmWC1BbXotQ3JlZGVudGlhbD1BS0lBVkNPRFlMU0E1M1BRSzRaQSUyRjIwMjYxMDExJTJGdXMtZWFzdC0xJTJGczMlMkZhd3M0X3JlcXVlc3QmWC1BbXotRGF0ZT0yMDI2MTAxMVQyMTI0MTBaJlgtQW16LUV4cGlyZXM9MzAwJlgtQW16LVNpZ25hdHVyZT04M2RhMTQ1YjJmNDM5MmUwOTM5YjIwMWFlZjY2NjVhZTFmMjI3MzMyYmJjMDFhZjc3MDcxMzIyMDIyZjk1ZGE0JlgtQW16LVNpZ25lZEhlYWRlcnM9aG9zdCZyZXNwb25zZS1jb250ZW50LXR5cGU9aW1hZ2UlMkZwbmcifQ.siAFIZtmnqd31ayIIkhuHmuNbPogPhgqKRwWozS1AL4">

бро, ты так и смог решить свою проблему?