[BUG] Cannot upgrade Pro → Max: "billing address changed" error blocks annual subscriber
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?
Preflight Checklist
- [x] I have searched existing issues and this hasn't been reported yet
- [x] This is a single bug report
- [x] I am using the latest version
What's Wrong?
Attempting to upgrade from an active annual Pro subscription to Max fails with the following error in Settings → Billing:
"Your billing address has changed since your last invoice. To upgrade to Max, please contact Support for assistance."
Support documentation states the workaround is to cancel Pro and wait until the end of the billing period before resubscribing to Max. In my case, the annual Pro subscription doesn't end until March 2027 — nearly a year away. Canceling and waiting is not a reasonable path for an active paying customer trying to upgrade (i.e., pay Anthropic more money).
Expected Behavior
The upgrade flow should either:
- Allow the billing address to be updated as part of the upgrade transaction, or
- Provide a clear in-product path to contact a human support agent who can unblock it manually.
Actual Behavior
- Upgrade is hard-blocked in the UI.
- Support chat (Fin AI bot) does not escalate to a human agent.
- No response from support@anthropic.com after 24+ hours.
Steps to Reproduce
- Hold an active annual Pro subscription with a billing address that has changed since the last invoice.
- Log into claude.ai → Settings → Billing.
- Click "Upgrade to Max".
- Error message appears, blocking the upgrade.
Account Details
- Country: Chile
- Plan: Pro (annual, ends March 2027)
- Desired plan: Max
Impact
Paying customer unable to upgrade. This is direct lost revenue for Anthropic and a poor experience for a long-term subscriber.
Related Issues
- #56281 (Max 5x → Max 20x upgrade fails, support unresponsive)
- #57122 (Pro → Max upgrade fails, payment system issue)
- #55917 (Pro → Max upgrade failure)
Filing here because, per other reports, this is the only Anthropic repository that appears to be actively monitored for billing/platform issues.
What Should Happen?
The upgrade from Pro to Max should complete successfully. Either:
- The billing address should be editable inline as part of the upgrade flow, or
- The "contact Support" message should route the user to a human agent who can unblock the upgrade within a reasonable timeframe (24-48h), instead of an AI bot that closes the conversation without escalation.
For annual subscribers specifically, the current workaround (cancel and wait until period end) is not viable when the renewal date is months away.
Error Messages/Logs
Steps to Reproduce
- Hold an active annual Pro subscription where the billing address on file differs from the address used on the last paid invoice.
- Log into claude.ai.
- Navigate to Settings → Billing.
- Click "Upgrade to Max".
- Observe error message: "Your billing address has changed since your last invoice. To upgrade to Max, please contact Support for assistance."
- Upgrade flow is blocked. No in-product path to a human support agent.
- Contact support@anthropic.com and the in-app support chat — no response after 24+ hours; AI bot does not escalate.
Claude Model
Not sure / Multiple models
Is this a regression?
I don't know
Last Working Version
_No response_
Claude Code Version
LAtest
Platform
Anthropic API
Operating System
macOS
Terminal/Shell
Terminal.app (macOS)
Additional Information
_No response_
10 Comments
Closing for now — this doesn't appear to be about Claude Code. Please open a new issue if this is still relevant.
Same problem here. Annual Pro subscriber, trying to upgrade to Max, hard-blocked with:
"Your billing address has changed since your last invoice. To upgrade to Max, contact Support for help."
I've changed the billing address multiple times — to the last invoice address and to brand-new ones — and I also changed the payment card. No effect, same error every single time. This is clearly not a user-side address issue.
Two months trying through support tickets and the chat bot. No escalation to a human. Please provide a path to a manual unblock for annual Pro subscribers.
Same problem here. Annual Pro subscriber, trying to upgrade to Max, hard-blocked with:
"Your billing address has changed since your last invoice. To upgrade to Max, contact Support for help."
I've changed the billing address multiple times — to the last invoice address and to brand-new ones — and I also changed the payment card. No effect, same error every single time. This is clearly not a user-side address issue.
Two months trying through support tickets and the chat bot. No escalation to a human. Please provide a path to a manual unblock for annual Pro subscribers.
I'm an annual Pro subscriber and I cannot upgrade to Max. The upgrade screen on claude.ai is hard-blocked by an error saying my billing address has changed since my last invoice. I've changed the billing address several times (to the last invoice address and to new ones) and also changed the payment card. The error persists every single time. This is not a data problem on my side. It matches issue #58402.
Why nobody answer
This issue is still ongoing.
Still Going, when are you goint to solve it
It is very anoying
Still an issue. This is really making me question my leaving codex for claude code
I found a workaround. First, gift yourself Claude (for example, a Pro 1-Month plan gift card), then redeem it. After that, upgrade your plan to Max.
Same issue here, from an annual Pro subscriber in Japan.
I subscribed to annual Pro in March 2026 and I am unable to upgrade to Max.
When I go to Settings > Billing and select "Upgrade to Max", I get:
"Your billing address has changed since your last invoice. To upgrade to Max, contact Support for assistance."
This is not a billing address problem on my side.
I am able to purchase additional usage credits (USD 100) without any problem, using the same payment method and the same billing address currently on file. Only the plan upgrade is blocked.
If my billing address were genuinely invalid, the credit purchase would fail as well. It does not. This indicates the problem is in the upgrade flow itself, not in my billing information.
I also have no way to "correct" the address, because the error does not tell me which field it considers mismatched. The address on file is already accepted for other charges.
Related reports: #58402, #62533, #66350
I have contacted support about this and received no reply.
Financial impact: Because I cannot upgrade to Max, I am currently paying approximately USD 300 per month in additional usage charges on top of my annual Pro subscription. I want to pay for Max. I am being prevented from doing so.
Requests:
Please fix the upgrade flow so that a plan change is not blocked by this check.
If the check is intentional, please make the billing address editable inline in the upgrade flow, and state which field is mismatched.
Please provide a path to a human support agent for accounts blocked by this error.