[BUG] Account suspended immediately after following Support instruction to resubscribe — auto-appeal system prevents manual review

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?

My Claude account (claude.ai web) was suspended immediately after following an explicit instruction from Anthropic Support to resubscribe to Max.

Timeline:

1. Aug 12: Anthropic Support (Sean) confirmed my billing address as US-based (1623 East Florida Avenue, Urbana, IL 61802).
2. Aug 12: Support cancelled my Max subscription, processed a refund, and explicitly instructed: "You can now resubscribe at any time."
3. Aug 13: I followed this instruction and resubscribed to Max. My account was immediately suspended.
4. Aug 13: I submitted an appeal via claude.ai/restricted (content: "AI agent for tennis"), which did not include the Support context.
5. Aug 14: I emailed Anthropic Support and Safeguards with full context. I received only an auto-reply with a generic appeals link, indicating no human reviewed the case details.

This appears to be a system-level synchronization issue between Support operations and Safeguards automated flags.

What Should Happen?

When Anthropic Support explicitly instructs a user to resubscribe and confirms their account status, the Safeguards system should not immediately suspend the account upon resubscription. Support case history should be visible to Safety reviewers, and the appeal system should allow users to supplement context after submission.

Error Messages/Logs

Auto-reply from Anthropic's Safeguards Team: "It looks like you are writing in about a ban on your account. You can find the link to our appeals form here."

Account status: Suspended immediately after resubscription following Support guidance.

Steps to Reproduce

1. Contact Anthropic Support about billing address/VAT issue.
2. Support confirms US billing address, cancels subscription, refunds, and explicitly instructs user to resubscribe ("You can now resubscribe at any time").
3. User follows instruction and resubscribes to Max.
4. Account is immediately suspended upon resubscription.
5. User submits appeal via claude.ai/restricted but cannot add the Support context.
6. User emails Support/Safeguards with full context, receives only auto-reply with appeals link.

Claude Model

_No response_

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

Terminal.app (macOS)

Additional Information

• Support case reference: 215475397098202
• Account email: darcychiang@gmail.com
• Long-term legitimate user with no policy violations.
• No alternative accounts created.
• The restricted appeal page does not appear to allow resubmission or supplementation of an existing appeal.