Free status

Questions
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1

Continuing the discussion from Community Live Session: AI Agents + Orchestration: Building a team of specialized agents that work together:

I need help in the worst fashion possible. I paid for the Pro, paid the fee and Make took my money, but I am still showing as a free customer. As such, customer service will not look at my trouble tickets. Subject: Pro plan paid 7 August, never applied to Organization 8396332

I upgraded to Pro on 7 August 2026 and was charged. The plan has never been applied to my organization, which is still running on Free limits two days later.

Payment (receipt from Celonis Inc., sent from [email protected]):

  • Amount: $28.00, paid 7 August 2026
  • Receipt number: 2964-1911
  • Invoice number: XLKVI4EE-0001
  • Billing page shows: Pro, 10,000 credits/month, next invoice 7 September 2026

Organization affected: 8396332 (“My Organization”), team 2575398, zone us2.

The organization is still on Free. Four independent confirmations:

  1. The scenario editor shows 712 of 1,000 credits remaining. Pro is 10,000.
  2. The API reports serviceName “Free” for organization 8396332, with an operations allowance of 1,000, a 2-scenario limit, one data store capped at 1 MB, a 15-minute minimum interval and 7-day log retention.
  3. Attempting to activate a third scenario returns: “Congrats on maxing out the Make Free plan. The limit on the Free plan is 2 active scenarios. Upgrade to a paid plan to get unlimited scenarios and other cool perks!”
  4. Most tellingly, my usage cycle still resets on 17 August 2026. That is the original free cycle dating from my signup on 17 July. A Pro subscription billed on 7 August should have started a new cycle resetting 7 September, which is exactly what my billing page shows. The billing record and the licence record disagree with each other.

Requests:

  • Apply the Pro plan to organization 8396332 and confirm when it is active.
  • Credit or extend the subscription for the period paid but unusable since 7 August.

I have not attempted a second purchase, to avoid a duplicate charge.

John Bylen
District Village
Account email: [email protected]
Billing email: [email protected]

4

Hi @John_Bylen – thanks for your post. I’m sorry you’re having issues with your plan. I see that you are in touch with our Customer Care team, and they have established that the Pro plan was purchased for different Organization. I hope that they will be able to help you resolve your issue ASAP :slight_smile: