[BUG] Pro account locked out since July 16 after incomplete Team upgrade — 28 days, zero human support response

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?

Summary
A paying Pro subscriber has been completely locked out of their account for 28 days (since July 16, 2026) after initiating but not completing a Team plan upgrade. The account is confirmed active and not banned by Anthropic’s own AI support agent (Fin), yet no human has ever responded despite 30+ messages across 4 separate support threads. The user continues to be billed for a service they cannot access.
Root Cause (July 16, 2026)
Exact reproduction steps performed on the account:

1. Active Pro subscription under fcmarquis@gmail.com
2. Initiated upgrade to Team plan from within the Pro account
3. Entered a professional email address (francois.marquis@thanalia.com) for the Team organization
4. Stopped the transaction at the payment step — did not complete the upgrade
5. After this, login on all non-Apple platforms redirects to onboarding as if the account no longer exists
6. The iPhone app continued working on a cached session token (confirming account data still exists server-side)

This is a plan-state mapping failure: the incomplete Team upgrade left the account in a limbo state — Pro is still active, Team was never finalized, but the auth/routing layer sends the user to onboarding instead of their existing Pro workspace.
Current Status (August 12, 2026)
• Completely locked out — cannot log in on web (any browser), desktop, or mobile (cached iOS session has since expired)
• Fin AI agent has repeatedly confirmed: Pro plan is active, account is NOT banned or suspended
• User has been billed at least once (July 24 invoice received) for a service they cannot access
• No human agent has ever responded across any channel
Complete Support Timeline (28 days)
Thread 1 — “Perte de mon compte” (July 16–Aug 3, 2026)
Conversation ID: 215475119275449
Thread 2 — “Suivi du dossier” (July 21, 2026)
• User opens separate thread to ask about progress. Fin redirects to original thread.
Thread 3 — “Demande urgente de déblocage” (August 12, 2026, French)
• User writes in French requesting urgent unblock. Fin responds with standard suspension reasons — completely misdiagnoses as a suspension when it’s a technical lockout.
Thread 4 — “Account suspended” to usersafety@anthropic.com (August 12, 2026)
• User contacts User Safety team. Safeguards Team assumes account is banned, sends link to appeals form.
• Appeals form requires login — which is the exact problem being reported (catch-22).
• User attempts to clarify. Ticket auto-closed within 31 seconds: “This conversation has been closed and is no longer monitored.”
Thread 5 — “Account locked out” to support@anthropic.com (August 12, 2026)
• User provides complete timeline in English. Fin confirms Pro plan is active, not banned.
• User asks Fin to escalate. Fin admits: “As an AI agent, I’m not able to flag your account for investigation or take direct action.”
• Fin recommends: “Sign in and click Get Help” — the exact thing the user cannot do.
What Fin Has Confirmed
Across multiple threads, Fin has repeatedly stated:
• The Pro plan (fcmarquis@gmail.com's Organization) is active
• The account is NOT banned or suspended
• The issue is a technical/account-state problem, not a policy action
• The issue requires human intervention — Fin cannot resolve it
• The support team has access to the full conversation history
Yet in 28 days, no human has ever responded.
Related Issues
This appears to be a server-side identity/plan-state mapping failure similar to:
• #68861 — magic-link verification failure, 1+ month unresolved, no human response
• #60022 — onboarding redirect after auth failure (described as backend identity-mapping issue)
• #79808 — locked out of paid account, no escalation path through Fin
Per #60022 and TrustPilot reviews, this is a systemic pattern: paying users locked out with no way to reach a human.
Impact
• 28 days without access to a paid Pro account
• Billed during lockout (at least one invoice received July 24)
• Months of critical conversation history inaccessible — used for startup development (architectural decisions, code, business strategy)
• Startup team members blocked waiting for outputs that depend on Claude context
• ~30 support messages sent across 5 threads with zero human response
• All support channels are circular: every path to get help requires the login access that is broken
What the Fix Likely Is
Based on Fin’s own diagnosis: the incomplete Team upgrade with francois.marquis@thanalia.com left a dangling organization state that conflicts with the existing Pro organization under fcmarquis@gmail.com. The routing layer sees the incomplete Team setup and redirects to onboarding instead of the Pro workspace. A backend engineer needs to either:

1. Remove/clean up the incomplete Team organization, OR
2. Complete the Team→Pro rollback and restore the account routing

This is likely a 5-minute fix for someone with database access.

What Should Happen?

• Login access restored to the Pro account under fcmarquis@gmail.com
• Billing credit for the month(s) of inaccessibility
• The incomplete Team plan state cleaned up

Error Messages/Logs

On login attempt (all non-Apple platforms):
	•	Redirected to onboarding/setup flow
	•	Message: “Complete your subscription” (in French: “Terminer votre abonnement”)
	•	No way to bypass to existing Pro workspace

Steps to Reproduce

1. Have an active Pro subscription under an email address
2. From within the Pro account, initiate an upgrade to a Team plan
3. Enter a different professional email address for the Team organization
4. Stop the transaction at the payment step — do NOT complete the upgrade
5. Attempt to log in again → redirected to onboarding/setup flow with message "Complete your subscription" instead of existing Pro workspace
6. Account is now inaccessible on all platforms except devices with cached sessions (iOS app)

Claude Model

Sonnet (default)

Is this a regression?

I don't know

Last Working Version

_No response_

Claude Code Version

n/a

Platform

Anthropic API

Operating System

Windows

Terminal/Shell

Other

Additional Information

Platform
claude.ai (all browsers: Firefox, Chrome, Edge), Claude Desktop (Windows, Linux), iOS app (session expired), iPad app
Operating System
Linux (Ubuntu), Windows, iOS, iPadOS, ChromeOS
Additional Information
• Anthropic Support Conversation ID: 215475119275449
• Account email: fcmarquis@gmail.com
• Team upgrade email used: francois.marquis@thanalia.com
• Pro plan confirmed active by Fin AI agent on multiple occasions
• User is founder of a Quebec-based startup (Thanalia inc.) and relies on Claude conversation history for product development
• Happy to verify identity in any way required
• Requesting human engineer review — the AI support loop has been exhaustively attempted and cannot resolve this class of issue