# Issue with paying customer accounts / access

**URL:** <https://community.pickaxe.co/t/issue-with-paying-customer-accounts-access/3825>\
**Category:** Bugs / Site Issues\
**Created:** [January 28, 2025, 9:08pm UTC](https://community.pickaxe.co/t/issue-with-paying-customer-accounts-access/3825 "2025-01-28T21:08:18Z")\
**Posts on this page:** 7\
**Page:** 1

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**Author:** ![intheday](https://yyz2.discourse-cdn.com/flex004/user_avatar/community.pickaxe.co/intheday/32/924_2.png) [@intheday](https://community.pickaxe.co/u/intheday)\
**Post date:** [January 28, 2025, 9:08pm UTC](https://community.pickaxe.co/t/issue-with-paying-customer-accounts-access/3825/1 "2025-01-28T21:08:18Z")

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Hi all.

I have a customer who paid for “Premium” (unlimited uses). And the studio said “Congratulations you bought trial”. (Trial only has 15 uses).

They screenshotted their account, and under their account settings it says “Trial” with the unlimited icon showing they have access to unlimited uses.

Any help please? @admin_mike

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**Author:** ![intheday](https://yyz2.discourse-cdn.com/flex004/user_avatar/community.pickaxe.co/intheday/32/924_2.png) [@intheday](https://community.pickaxe.co/u/intheday)\
**Post date:** [January 28, 2025, 9:34pm UTC](https://community.pickaxe.co/t/issue-with-paying-customer-accounts-access/3825/2 "2025-01-28T21:34:47Z")

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![WhatsApp Image 2025-01-28 at 21.21.40](https://canada1.discourse-cdn.com/flex004/uploads/pickaxeproject/original/2X/e/e011ba450e006ffb2cb5cc6db485e35589843505.jpeg)  
This is what the customer sees in their Account Settings, however within the admin dashboard, they are a “Premium” user. Very strange

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**Author:** ![nathaniel](https://yyz2.discourse-cdn.com/flex004/user_avatar/community.pickaxe.co/nathaniel/32/11_2.png) [@nathaniel](https://community.pickaxe.co/u/nathaniel)\
**Post date:** [January 28, 2025, 11:53pm UTC](https://community.pickaxe.co/t/issue-with-paying-customer-accounts-access/3825/3 "2025-01-28T23:53:08Z")

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Do you have a tier with unlimited usage in your studio?

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<div class="post-metadata">

**Author:** ![intheday](https://yyz2.discourse-cdn.com/flex004/user_avatar/community.pickaxe.co/intheday/32/924_2.png) [@intheday](https://community.pickaxe.co/u/intheday)\
**Post date:** [January 29, 2025, 12:05am UTC](https://community.pickaxe.co/t/issue-with-paying-customer-accounts-access/3825/4 "2025-01-29T00:05:42Z")

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Yes @nathaniel .Premium has unlimited uses.

I’ve just replicated the bug by creating a new account and purchasing a premium account myself, and can confirm this is happening.

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**Author:** ![intheday](https://yyz2.discourse-cdn.com/flex004/user_avatar/community.pickaxe.co/intheday/32/924_2.png) [@intheday](https://community.pickaxe.co/u/intheday)\
**Post date:** [January 29, 2025, 12:10am UTC](https://community.pickaxe.co/t/issue-with-paying-customer-accounts-access/3825/5 "2025-01-29T00:10:12Z")

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![Screenshot 2025-01-29 at 00.08.33](https://canada1.discourse-cdn.com/flex004/uploads/pickaxeproject/original/2X/4/4d66ba00ce54fd9b83a7b4d7ceef7e82981e20bc.png)  
 ![Screenshot 2025-01-29 at 00.08.42](https://canada1.discourse-cdn.com/flex004/uploads/pickaxeproject/original/2X/6/66b50ae6b6c2b0cbee704efe1571400b66970d17.png)

Further screenshots showing a Trial account (even when Premium was purchased)

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**Author:** ![admin\_mike](https://yyz2.discourse-cdn.com/flex004/user_avatar/community.pickaxe.co/admin_mike/32/283_2.png) [@admin\_mike](https://community.pickaxe.co/u/admin_mike)\
**Post date:** [January 29, 2025, 5:27pm UTC](https://community.pickaxe.co/t/issue-with-paying-customer-accounts-access/3825/6 "2025-01-29T17:27:11Z")

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It would appear as if your paid plan with unlimited uses is called “Trial”. But perhaps this is not the case.

Would you mind taking a screenshot of the **Access** page of your studio manager?

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**Author:** ![intheday](https://yyz2.discourse-cdn.com/flex004/user_avatar/community.pickaxe.co/intheday/32/924_2.png) [@intheday](https://community.pickaxe.co/u/intheday)\
**Post date:** [January 29, 2025, 5:54pm UTC](https://community.pickaxe.co/t/issue-with-paying-customer-accounts-access/3825/7 "2025-01-29T17:54:32Z")

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![Screenshot 2025-01-29 at 17.52.06](https://canada1.discourse-cdn.com/flex004/uploads/pickaxeproject/original/2X/4/4680f5e670f4b6f4a211d0ba3111a3e912edb0e2.png)  
 ![Screenshot 2025-01-29 at 17.52.25](https://canada1.discourse-cdn.com/flex004/uploads/pickaxeproject/original/2X/5/5639593a0937563eb355a0fe0f1fc3af11d568bd.png)

@admin_mike thanks for coming back to. Here’s some screenshots, from what I can see, that’s not the case?

Here is a direct link to the studio - [GetSashy](https://studio.pickaxeproject.com/STUDIOOITDCN0NWKQMF2Z)