[BUG] Paid Max subscription activated briefly, then account entitlement reverted to Free

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?

I purchased the Claude Max 20x plan on July 10, 2026. The payment completed successfully, and my account briefly displayed Max access. Shortly afterward, the account reverted to the Free plan even though the payment had fully cleared.

Because I needed to continue working with Claude and Claude Code, I purchased the Pro plan separately. My account now recognizes Pro, but it has never restored the Max entitlement that was already paid for.

Anthropic’s Fin support agent acknowledged that the Max payment succeeded and described this as a backend subscription-activation issue. However, the entitlement has remained missing for approximately two weeks, and I have not received a response from a human support representative.

This appears to be a mismatch between the completed billing transaction and the subscription entitlement associated with the account.

What Should Happen?

After a successful Max payment, the account should retain the Max entitlement and Claude Code should recognize the corresponding paid subscription.

If activation fails, the system should automatically restore the entitlement, reverse the payment, or create a support case that reaches a human billing specialist.

Error Messages/Logs

No command-line error message was displayed.

Observed account state:

1. Max purchase completed successfully.
2. Max access appeared briefly.
3. Account reverted to Free.
4. A separate Pro purchase was later recognized successfully.
5. The original Max entitlement remained missing.

Anthropic support identified the situation as a backend subscription-activation issue.

Steps to Reproduce

1. Sign in to an individual Claude account with an active Pro subscription.
2. Upgrade the account to the Max 20x plan.
3. Complete the payment successfully.
4. Confirm that Max appears as the active plan.
5. Leave the account and return later.
6. Observe that the account has reverted to Free even though the Max payment remains completed.
7. Purchase Pro again.
8. Observe that Pro activates, while the previously paid Max entitlement remains absent.

Claude Model

Not sure / Multiple models

Is this a regression?

Yes, this worked in a previous version

Last Working Version

Not applicable. The issue concerns account entitlement rather than a specific Claude Code release.

Claude Code Version

claude --version

Platform

Other

Operating System

Windows

Terminal/Shell

Windows Terminal

Additional Information

The affected Max payment was approximately R$1,006.11.

I have a paid receipt, billing records, screenshots, bank confirmation, and two support conversation records available privately to Anthropic staff. I am intentionally not posting receipt numbers, invoice numbers, my account email, or financial documents in this public issue.

Support conversation references can be provided privately to an authorized Anthropic employee.

Requested outcome:

1. Investigate the billing-to-entitlement synchronization failure.
2. Prevent successful Max payments from reverting to Free access.
3. Provide a secure method for affected users to submit account and receipt information.
4. Refund the undelivered Max purchase in this specific case.