I have a massive issue with my studio. When a user upgrades, they are not getting upgraded to the new plan and getting their credits, Also when a user downgrades they are not being removed from the plan they downgraded from and are being given the credits from the higher plan still. And an even bigger issue, the credits are not expiring at the end of each month, they are rolling over and giving the users all unused credits month after month. I believe this issue has come from the upgrade of access groups. I have sent an email with the information as it is screenshots of confidential information. Could someone please look at this urgently for me on both my studios. Thank you.
Hi @clevra ,
Thank you for reporting this. We have investigated the examples you provided and also responded to your email with more detail.
The examples you reported do not appear to represent a single issue affecting every user. One user has an older access-group record connected to the access-group transition, which is why their current Pickaxe access does not match their current subscription. The other user’s payment and plan change completed successfully, but their Pickaxe access record did not update as expected. We have provided both examples to engineering for further investigation and correction.
We also confirmed that monthly plan credits are resetting correctly. Extra credits are stored separately and are intentionally carried forward until used. The unusually high balance was partly caused by the incorrect higher access group assignment, not unused monthly credits accumulating each month.
At this stage, we have not found evidence that every user across both Workspaces is affected. We will continue reviewing both and provide further updates through the email thread.
Hi @clevra,
A quick update to confirm that engineering has fixed the subscription syncing issue. Future upgrades and downgrades through Manage Plan should now update the user’s Pickaxe access group correctly across both Workspaces.
The incorrect access-group records for the users you reported have also been corrected. Monthly plan credits are resetting correctly, while extra credits will continue to remain available until used, as intended.
Everything should now be resolved. Please let us know through the email thread if either user still sees their previous plan after refreshing.