My app was previously on a paid plan but got downgraded to the Free plan. When I try to upgrade back to a paid plan, I receive the following error message:
“There was an error updating your app plan, please try again later.”
I’ve been trying for over 3 days to fix this. I contacted support on Friday, and although they keep saying they’re investigating and will respond soon, I haven’t received a real solution.
This is not a payment issue – I’ve tried multiple cards and even transferred the app to a new account, but the error persists.
Meanwhile, my app serves over 200 active clients and is completely unusable right now. The financial losses and damage to our company’s image are growing by the hour.
I urgently need a fix or at least a clear explanation. I’m turning to the community because I don’t know where else to go.
Any help, workaround, or advice is greatly appreciated!
A temporary solution would be to duplicate your application, copying all the data, and redirect the traffic to the new application, making sure beforehand that the new application is on a paying plan. @dimitri.sidney
I tried doing that, but since the app was downgraded to the Free plan, it’s not possible to download the data. I also don’t have access to the Live database, as that’s only available on paid plans — and I can’t complete the payment.
I even transferred the app to another account I own, but the same error happens when I try to upgrade. Even though it’s a new account, it doesn’t even ask me to add a payment method — as soon as I click to upgrade, the same error appears immediately.
I’ve pinged the team internally to get more context on this. Unfortunately it’s quite late in the U.S. so I don’t think I’ll have any updates for you until tomorrow morning.
However, we were surprised by this decision. Our application has been live for almost three years and is currently integrated with and approved by multiple third-party systems. These systems have strict review processes, and our app was formally vetted and authorized before going into production.
We are a systems integrator — our platform is designed to connect and synchronize data between legitimate software tools. We do not promote or engage in any illegal, harmful, fraudulent, or otherwise offensive activities. Given this context, the decision to flag our account appears to be a misunderstanding.
We kindly ask that you review this decision. If there is any specific concern or detail that triggered the flag, please let us know so we can clarify or address it properly.
We appreciate your commitment to keeping the platform safe and look forward to resolving this.
Unfortunately dimitri, these kinds of trademark infringement reports are outside of our control. But I’m sure the support team will walk you through all the details in your open support ticket with them
It turns out the problem was related to a client’s app that used a subdomain containing a brand name, which we now understand could have triggered the violation. We’ll make sure to address this properly to avoid any future issues.
That said, what really disappointed us was that the action taken affected all the other apps under our account, not just the one in question. This is quite problematic, as we have several other apps that are fully compliant and now they’ve also been impacted.
We hope that in the future, such actions can be more targeted so that compliant apps are not unintentionally penalized.
