[BUG] Billing: $120 account credit disappeared during checkout on July 1, 2026 — support unresponsive for 13 days (EU customer)

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

What's Wrong?

On July 1, 2026, my $120 account credit disappeared during checkout when I attempted to resubscribe to Max 5x after my gift subscription expired. The credit was visible in my Billing page minutes before (screenshot attached). It did not apply to the checkout — I was charged €108.90 to my Mastercard ending 0862 out of pocket.

Anthropic's own support bot acknowledged this was "a known billing system error that occurred around July 1, 2026 affecting multiple customers." A human support agent confirmed the credits "require investigation and manual intervention" but said they cannot action it through their channel.

Timeline:

• June 30: Opened ticket #215474899766000 — zero human response for 9 days
• July 1: Credit disappeared, paid €108.90 out of pocket to keep working
• July 9: Emailed support@anthropic.com — ticket #215475016949656 — no resolution
• July 13: Human agent confirmed bug but said they cannot restore credits through their channel

What I need:

1. Restoration of $120 credit to my account
2. Application of that credit to my next invoice (August)

Evidence:

• Screenshot of $120 credit visible in Billing minutes before it disappeared
• Written acknowledgment from Anthropic support that this is a known July 1 billing bug
• Invoice of €108.90 paid out of pocket

Related issues: #23674, #44163, #45662, #56338

Account: emilianoterzi@googlemail.com
Support tickets: #215474899766000 / #215475016949656
Plan: Max 5x (claude.ai web subscription)
Location: Spain (EU)

What Should Happen?

The $120 account credit should be restored to my account balance immediately, and applied automatically to my next invoice (August 1, 2026), reducing or eliminating the charge to my Mastercard ending 0862.

Error Messages/Logs

Steps to Reproduce

Have an active Max gift subscription expiring on July 1, 2026
Have $120 account credit visible in Billing page
Wait for gift subscription to expire (account drops to Free)
Go to claude.ai and resubscribe to Max 5x
Proceed to checkout — $120 credit does not appear in order summary
Credit disappears from Billing page entirely
Full charge of €108.90 applied to payment method with no credit deducted

Note: This is a claude.ai billing issue, not Claude Code. Filing here because this repo is the documented escalation path for billing bugs per issues #23674 and #45662.

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

claude

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

_No response_