I was switched to the free plan even though I had an active account until April 28th

Need help
1

Just recently I was notified by one of the paying users of my platform that my system was not only down, but also presented a message that it no longer existed. Default message of “This use to be a Bubble App”.

It’s important to highlight that not only do I have a paid subscription until April 28th on the Growth plan, but I just switched a few days ago to a plan with More WorkLoad Units. And yes, I have the overage option enabled.

Simply, out of nowhere I was switched to the Free plan, without any prior contact or information about what had happened.

This is not only a shame on Bubble’s part, but also complete disrespect for a paying customer with an active account.

How safely can I use a platform that simply takes away access from all my users by presenting a message like this? Really, I’m speechless about what happened, completely amateurish.

After complaining in the suport chat (AI Bot), my plan was reactivated, but honestly I no longer have the slightest confidence that a situation like this will not happen again.

I have already opened a bug report with the same content as this post, but I believe that a situation like this should not go unnoticed by other users of the platform.

@fede.bubble @josh

2

Hi there!

There’s a known bug with Stripe that probably caused this behavior. The team is aware and will be implementing a fix soon for it. We haven’t seen this issue repeat again after users running into it the first time so you should be good now.

Sorry for the confusion!

3

Some important points to highlight:

  1. No payment failure notification was received by email, which usually happens when the card is not charged. Also, there was no message about this issue in the Bubble dashboard.
  2. The amount to be charged was $54.00 for January’s workload overages, and this amount was charged to my card less than an hour after the issue occurred.
  3. Assuming it was a payment failure, I would understand if it was on the date of my annual renewal. However, considering I have a service contracted until the end of April, does it make sense for you to completely take down a client’s application if a $50.00 overage charge is not successful? I have already paid $1,552.00 in advance for the service until April 28th. So, what happens to these already paid amounts? Suddenly, my account is canceled and reverted to the free plan because of a $50.00 payment?
  4. Most importantly: what should I say to my client who canceled their subscription to my service because they no longer trust me, upon seeing a message stating that the application no longer exists?

@fede.bubble , I’m sorry, you are always very helpful and I see that you always assist us when we have problems with Bubble here in the forum, but this is not a matter of simply saying “Sorry for the confusion!”. I have contacted support over 48 hours ago, and the only concrete response I have is yours. Honestly, I highly doubt this is a payment failure, considering my card was charged normally, and I have already paid more than $1,500.00 to Bubble in advance.

This makes no sense at all!