[BUG] Max 5x gift subscription redeemed but not provisioned — Fin AI support unable to escalate to human agent

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 and redeemed a Claude Max 5x gift subscription. Payment succeeded and the gift code shows as redeemed, but my claude.ai account still displays as claude_free. Over 24+ hours and 10+ round trips with the Fin AI support chatbot (both in-app chat and via support@anthropic.com email, which appears to route to the same Fin system), I have explicitly requested human escalation more than 5 times. Fin has never escalated and instead repeats the same troubleshooting questions in a loop.

Note: this is a claude.ai account/billing issue, not a Claude Code CLI bug. I'm filing here because Fin AI support has no functioning path to a human agent, and this is the only channel that has historically gotten a human response for similar billing issues (see #60923).

What Should Happen?

Promptly enable access to paid Claude plan features and reset the contract start date; issue a full refund if this is not possible.

Error Messages/Logs

Gift redemption page (claude.ai/gift/redeem) returns: "This gift code is no longer active" when re-entering the code — confirms it was already successfully redeemed, but account plan was never updated.

Steps to Reproduce

1. Had an active App Store Claude Max 5x subscription; cancelled it on 2026-08-01
2. Subscription fully terminated on 2026-08-02 (confirmed via iOS Settings > Subscriptions)
3. Same day, attempted to re-subscribe via claude.ai web — received "subscription already exists" error, account reverted to Free plan
4. On 2026-08-03, purchased and redeemed a Max 5x gift subscription ($110.00, invoice D60XWYAE-0010). Confirmation email received.
5. Account remains on claude_free since. No Max features available.

Already verified (all ruled out):

• No alternate email address exists or was used (account: hagane1098@gmail.com only)
• App Store subscription was fully terminated (not pending) before gift redemption
• Billing page (claude.ai/settings/billing) shows no account credit, no plan change
• Logged out/in dozens of times, tested across multiple devices, browsers, and networks

Claude Model

None

Is this a regression?

No, this never worked

Last Working Version

_No response_

Claude Code Version

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

Platform

Anthropic API

Operating System

Windows

Terminal/Shell

Other

Additional Information

Account details:

• Organization ID: 569728ce-8680-4d69-ba94-aa04800dc526
• Invoice number: D60XWYAE-0010 ($110.00, 2026-08-03)
• Gift code: 975a1060-69a9-4c91-8d9a-bf6e3fdb5e63
• Account email: hagane1098@gmail.com
• Fin chat conversation ID: 215475345927744
• Gift validity window: 2026-08-03 to 2026-09-04 (currently being consumed unused)

Requesting:

1. Manual provisioning of the Max 5x plan on my account
2. A functioning escalation path to a human support agent