Subscription access is missing or attached to the wrong community

SymptomCopy link to Symptom

A paid feature remains unavailable, the subscription is absent, Clan Labs says the subscription is inactive, or the plan is attached to a different community.

Most likely causesCopy link to Most likely causes

• Checkout completed but the billing status has not refreshed.
• The subscription is bound to another community.
• A new binding is inside its 30-day move lock.
• Payment failed, the subscription expired, or cancellation reached its effective date.
• The current trial excludes the feature.
• You are viewing a different Clan Labs account or community.

Diagnostic checksCopy link to Diagnostic checks

1. Open User Settings → Subscriptions and refresh once.
2. Match the plan and subscription to the intended community ID.
3. Read the current status, renewal or end date, and any payment action.
4. Check whether Clan Labs shows a 30-day binding restriction.
5. Confirm the feature belongs to the tier and is available outside the trial restriction.
6. For legacy billing, check whether Clan Labs offers migration.

ResolutionCopy link to Resolution

Complete any payment action through the supported provider, attach an available subscription to the correct community, or wait until a binding lock ends before using the offered move control. Use /migrate_subscription or the Clan Labs migration panel only when shown as eligible.

Do not purchase repeatedly after an uncertain redirect. Refresh the subscription list and payment-provider history first.

When to retryCopy link to When to retry

Allow a few minutes after checkout, payment update, or migration, then refresh. A tier-only or trial restriction will not resolve through repeated commands; change the applicable plan or trial state first.

Contact supportCopy link to Contact support

Contact Clan Labs support when the billing provider shows success but Clan Labs still shows no matching subscription after a reasonable refresh period.

Include this informationCopy link to Include this information

Include Clan Labs account ID, intended community ID, plan and displayed status, checkout or invoice reference, non-sensitive timestamps, exact message, and whether migration was used. Never share full payment details.