[BUG] Confirmed Stripe payment not reflected in Claude.ai subscription status — account shows Free plan despite successful charge

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 (see also #57594, #56281 — same underlying pattern)
• [x] This is a single bug report
• [x] I am using the latest version of Claude Code

Note: This is not a Claude Code runtime bug. It is a Claude.ai consumer
subscription billing/entitlement issue. I'm filing here because this
appears to be the only actively-monitored public Anthropic repository,
consistent with how similar billing issues have been reported before

What's Wrong?

I am a Claude.ai Personal plan subscriber ($23.60/month). I confirmed
via Stripe's official charge lookup tool (support.stripe.com/charge-lookup)
that Anthropic, PBC directly charged my card on August 9, 2026 for my
monthly subscription. Despite this confirmed successful charge, my
account is currently showing as downgraded to the Free plan.

Separately, I was also charged twice in July for the same billing
cycle — once on July 9 and again on July 10, both for $23.60 — which
has not yet been refunded.

I have raised this through Anthropic's official support channel
(support@anthropic.com) and have gone through multiple rounds with
Fin, the AI support agent. Each response has confirmed the same
diagnosis — that this matches "a known scenario where a subscription
was cancelled while Stripe was still retrying payment collection,"
resulting in a successful charge with no corresponding plan upgrade —
but no action has been taken to restore access, and I have not been
able to confirm whether a human specialist has been assigned to the
case despite being told the conversation was "transitioned to a human
support agent."

Expected Behavior:

• A confirmed successful Stripe charge should result in active paid

plan access.

• Duplicate charges within the same billing cycle should be identified

and refunded without requiring account owners to manually diagnose
Stripe-vs-subscription sync issues.

Actual Behavior:

• Charge succeeded (confirmed independently via Stripe).
• Account remains on Free plan.
• Support has confirmed the issue exists but has not restored access

or resolved the duplicate charge after multiple support exchanges
over several days.

Impact:
This is actively blocking my work, as I've lost paid-plan access
despite a confirmed successful payment.

Environment:

• Claude.ai web, Personal plan
• Support conversation ID: 215475437743355

Happy to provide my account email or any further account details
privately to any Anthropic team member who follows up here.

I'm not attaching my full email, card details, or full support thread
publicly for privacy reasons, but can provide these to any Anthropic
team member who reaches out, or via the linked support conversation ID.

What Should Happen?

A confirmed successful Stripe charge should result in the account being
upgraded to the paid plan it was charged for. Duplicate charges within
the same billing cycle should be automatically flagged and refunded,
not left for the customer to trace through Stripe manually.

Error Messages/Logs

Steps to Reproduce

1. Subscribed to Claude.ai Personal plan (recurring $23.60/month) using

card ending 4042.

1. On July 9 and July 10, 2026, was charged $23.60 twice for the same

billing cycle (duplicate charge, unresolved).

1. On August 9, 2026, card was charged $23.60 again for the current

month's subscription — confirmed as a direct Anthropic, PBC charge
via Stripe's official charge lookup tool.

1. Despite the confirmed successful August 9 charge, account currently

shows as downgraded to the Free plan.

1. Raised the issue via support@anthropic.com; Fin (Anthropic's AI

support agent) confirmed via billing lookup that this matches "a
known scenario where a subscription was cancelled while Stripe was
still retrying payment collection," resulting in a successful
charge with no corresponding plan upgrade — but no corrective
action has been taken across multiple support exchanges.

Not reliably reproducible on demand — this is the sequence that led
to the current broken state on my account.

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 not a Claude Code issue. I am a Claude.ai web (Personal plan) subscriber, filing this here because it appears to be the only actively-monitored public Anthropic repository, consistent with how other Claude.ai billing/entitlement issues have been reported (see #57594, #56281).

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

_No response_