Unable to subscribe to a plan

Help
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1

Hi,

We were on a Growth plan and the TAM team is assisting in downgrading us so we could self-serve.

The self-serve setting looks to have taken as we can now see the plan options, but we cannot subscribe.

Has this been experienced by anyone else?

First error:
Error! API Error. Please contact support if the problem persists

Once we clicked Subscribe now.

Second error after change of payment method:
Error! You tried to create accounts too many times. Try again later

Have since waited 30 minutes first, then later an hour to retry but still got this error.

Thanks.

2

Hi @tyf / @dan.woda,

Sorry for tagging but noticed you’ve had some experience with the above - community. auth0 .com/t/cannot-purchase-upgrade-auth0/122739/14. What’s needed to get us through here?

Thanks.

4

Hi @ben.koh,

Welcome to the Auth0 Community!

I am looking into this and will get back to you with more soon!

Thanks,

Mary Beth

7

Hi @ben.koh,

I have heard back from the team about this, and they asked me to create a ticket for the engineering team to take a closer look at this issue. I just submitted that ticket and will provide you updates as I see them come in!

Thanks,

Mary Beth

8

Hi @ben.koh,

The reason the subscription upgrade did not work for your email is that you already have a free account.

When upgrading a tenant to the latest plan, a customer account and team are created. Because you already have an account, the tenant subscription upgrade fails, as a user cannot have more than one account.

The Engineer checked if the other tenant admin (Benji) has an account and it looks like they do not. Can you have Benji try to upgrade the account?

Thanks,

Mary Beth

9

Hi again,

I found where you opened a support ticket on this. Please continue working with your Developer Support Engineer on this issue.

Thanks,

Mary Beth

10

Hi @marybeth.hunter,

Thanks for looking into.

With engineering support we had a call to try the other member, had same errors mentioned here. What is the cooldown down once we receive the account too many times?

The support staff mentioned she created the ticket with a high priority but we can’t see that and haven’t heard back.

We’re really just needing the ability to upgrade our subscription. Is there a team that can help us subscribe to the monthly B2B Professional?

Thanks.

11

Also, @marybeth.hunter is the pathway from Free then upgrade to the desired plan? If having a free account blocks the selection wouldn’t more people experience the same?

For more context we were downgraded to free so we could switch plans, was it done right?

Thanks.

12

Hi help for this is no longer needed.

Changed ALL billing details for this and it went through.