I’m hoping to find community help for this question- I have a service ticket in place but haven’t gotten my problem resolved yet.
We have a new account for non profits for our marching band, with only 15 seats. The invoice was paid, but when I go to my account log in it still says, your trial has ended, click here to upgrade. Is there something I’m missing about what we should look for or do, an activation email or code or something? Between weekend time lost and a resolved ticket that wasn’t actually resolved, we’ve lost over a week of use to this and I’m getting frustrated.
Any insight would be great! If you experienced this yourselves with your organization and can tell me what might be going wrong that would be even better.
Hi @Sayre_Franke, welcome and sorry you’re running into this.
A couple quick checks that usually sort it:
Check the right space — Click your profile photo top right and check the workspace/org switcher. If you paid for the nonprofit plan on your org, but you’re viewing a personal workspace or another org, you’ll see the trial banner.
Confirm your login email — make sure you’re using the same domain that was approved/billed. If the plan was applied to name@yourorg.org but you’re logging in with a personal email, it will look like a trial.
Look at Admin Console — Go to Admin Console > Billing. If you don’t see Admin Console, you’re likely not in the right org or you don’t have admin access there. If you do see it, verify the plan shows active with 15 seats and the next renewal date.
Do a quick refresh — log out/in, try incognito, or clear cache.
If the trial banner still shows after that, it’s likely a provisioning mismatch. Since you already have a support ticket, could you drop the ticket number here? I’ll flag it with the team.