All Pro users now have access their accounts. Upon deeper investigation, Teams users were determined to not have been impacted by this billing issue. The timeline of the events are as follows: Starting on May 22 9PM PST, some Pro subscribers whose subscriptions renewed lost access to their accounts. We fully restored access by May 26 11PM PST. Thank you to our users for your patience as we worked through this issue.
Resolved
All Pro users now have access their accounts. Upon deeper investigation, Teams users were determined to not have been impacted by this billing issue. The timeline of the events are as follows: Starting on May 22 9PM PST, some Pro subscribers whose subscriptions renewed lost access to their accounts. We fully restored access by May 26 11PM PST. Thank you to our users for your patience as we worked through this issue.
Monitoring
We have implemented a fix to prevent users from encountering this issue moving forward. Additionally, impacted Pro user access should be fully restored now. We are working on resolution for Team users.
Monitoring
We have implemented a fix to prevent users from encountering this issue moving forward and are actively monitoring the situation to ensure no further subscription errors occur. Additionally, we continue working through the list of previously impacted customers to fully restore access for everyone affected.
Identified
We have identified the root cause of the issue here and are actively working to implement the fix. Some impacted customers should already have their full account access restored.
Investigating
We are continuing to investigate this issue. Thank you for your patience as we work to resolve the issue as quickly as possible.
Investigating
Some Pro and Team subscribers whose subscriptions renewed in the last few days may not have access to their subscriptions due to an issue with our billing system. We are actively working to correct this situation and reinstate access for all impacted customers.