[BUG] [Billing] Max account inaccessible — wrong account routing, Fin refuses to escalate

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?

What's wrong:
My Max plan account is inaccessible. When I log in with charleshoward55@gmail.com on any device or browser (including incognito), I am routed to a free-tier account linked to the same email instead of my Max account where all my work and projects are stored.

Root cause:
A payment bounce caused a downgrade. The system then routed all logins to a free-tier account associated with the same email. I cannot access the Max account, cannot reach billing settings, and cannot update my payment method.

What I've tried:

• Multiple devices
• Multiple browsers
• Incognito mode
• Fin support bot — explicitly told me it cannot escalate
• Support messenger escalation requests — refused

What's needed:
Manual backend intervention to identify both accounts linked to charleshoward55@gmail.com, restore access to the Max account, and fix the billing state.

Note: This is a billing/account issue, not a Claude Code issue. Filing here because it is the only Anthropic repository with active human monitoring.

What Should Happen?

Logging in with charleshoward55@gmail.com should route to the Max plan account, not a free-tier account. Billing settings should be accessible to update the payment method and restore the subscription.

Error Messages/Logs

None. The system silently routes to the wrong account with no error displayed.

Steps to Reproduce

1. Navigate to claude.ai
2. Log in with charleshoward55@gmail.com
3. Observe: routed to free-tier account instead of Max account
4. Navigate to Settings > Billing
5. Observe: only shows option to upgrade as a new subscriber, not update existing Max account billing

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

n/a

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

This is a billing/account issue, not a Claude Code CLI issue. Filing here because this is the only Anthropic repository with active human monitoring. Same pattern documented in issues #50710, #55266, #62533. Manual backend intervention required to identify both accounts linked to charleshoward55@gmail.com, restore access to the Max account, and fix the billing state.