### Preflight Checklist - [x] I have searched [existing issues](https://github.com/anthropics/claude-code/issues?q=is%3Aissue%20state%3Aopen%20label%3Abug) 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? Pro Annual subscriber attempting to upgrade to Max 5x. The upgrade page shows: "Your billing address has changed since your last invoice. To upgrade to Ma

[BUG] [Billing] Pro Annual → Max upgrade blocked by "billing address has changed" error, no human support available

Status Open

Maintainer reply None cached

Activity 6 comments · opened May 26, 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?

Pro Annual subscriber attempting to upgrade to Max 5x. The upgrade page shows: "Your billing address has changed since your last invoice. To upgrade to Max, contact Support for assistance." BUT TOTALLY NO ASSISTANCE CAN BE REACHED.

What Should Happen?

Upgrade should process normally. If a billing address mismatch blocks the upgrade, human support should be reachable to resolve it. After 40+ attempts requesting "talk to a person" in the Fin support chat, no human agent was ever connected.

Error Messages/Logs

"Your billing address has changed since your last invoice. To upgrade to Max, contact Support for assistance."

Steps to Reproduce

Log in to claude.ai with an active Pro Annual subscription
Go to Settings > Billing > Adjust plan
Select Max 5x
Error appears: "Your billing address has changed since your last invoice"
Update payment method with correct billing address — error persists
Contact Fin support chat — requested human escalation 40+ times, no human agent connected

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

N/A - this is a claude.ai billing issue, not a Claude Code bug

Platform

Anthropic API

Operating System

Windows

Terminal/Shell

Windows Terminal

Additional Information

Plan: Pro Annual, paid $200 on Feb 20, 2026. Pro-rata credit shows $147.77. Payment method: Visa ending 4682 via Stripe Link. Fin support chat confirmed this requires manual backend intervention but was unable to escalate to a human agent.

View original on GitHub ↗

6 Comments

miat61668-lgtm · 3 months ago

This is filed here because there is no dedicated bug tracker for claude.ai billing issues. The Fin AI support chat is unable to escalate to a human agent after 40+ attempts. This is the only public channel available to reach Anthropic engineering/billing team. Please route to the appropriate team.

github-actions[bot] · 3 months ago

Found 2 possible duplicate issues:

This issue will be automatically closed as a duplicate in 3 days.

If your issue is a duplicate, please close it and 👍 the existing issue instead
To prevent auto-closure, add a comment or 👎 this comment

🤖 Generated with Claude Code

sergei-vasilev-dev · 2 months ago

Bump!
Can't upgrade my plan

DavAnaton · 2 months ago

Same here.
I've been talking to the stupid Fin AI for 8 hours, before he gave up and said he was sending my request to a human, a week ago. I've been pinging on that chat 3 times a day since, and no one is answering.
Very disappointing from the Claude Support team....

justauserid · 1 month ago

Welcome to the Kafkaesque world of AI where even your money related support issues are blocked by AI itself and you are stonewalled by that never ending AI agent loop.

Here's a similar issue https://github.com/anthropics/claude-code/issues/59955 and https://github.com/anthropics/claude-code/issues/68773 and there are many more:

https://github.com/anthropics/claude-code/issues?q=human%20support

Even the email addresses are answered by the same/similar AI agents ensuring you never get out of this stonewalling loop!

Welcome to the future!

COOLak · 1 month ago

Adding a related, privacy-sanitized billing/support-routing data point from a separate unresolved Claude billing case.

The overlap here is not the exact UI string, but the same operational failure class:

a paid Claude customer reaches a manual billing action that Anthropic itself must unblock;
the customer-facing error points to Support or a generic payment retry path;
Fin/support does not produce a human billing/platform owner with ledger or payment-flow access;
the issue cannot be resolved by the customer editing card details or retrying the same checkout path.

In my separate case, manual prepaid / bulk usage-credit purchase attempts failed or became stuck on Anthropic's side, while automatic usage-credit top-ups from saved cards continued to work. Bank-side checks did not show the manual purchase attempts as issuer declines. The direct failed-payment reply route also bounced, so this is not effectively reachable through normal support loops.

Public, privacy-sanitized evidence hub:
https://coolak.github.io/anthropic-claude-billing-incident/

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

This looks like it needs a Billing Platform / payment-operations / support-routing owner to correlate account billing state, payment preflight state, checkout gating, support queue routing, and any stale billing-address or purchase-lock flags. Treating these as isolated user card problems keeps missing the system boundary where the failures actually land.