Unable to change subscription

Question

We have signed the order form for a Support Pro plan. But we are now still in Starter plan.Right after we signed the order form, the Support Pro subscription showed up on the Subscription page. However, the Starter subscription was also listed on that page, which does not make sense. Aidan Simpson told us that it is better to cancel the Starter subscription. So, we went to the Subscription page and did the cancel. But this has caused the Support Pro subscription to be cancelled instead.So, now we are stuck in Starter plan. Our usage has been severely impacted by this.We have been trying to contact via Live Chat or email Aidan Simpson directly. It is the 4th days now, we still haven’t heard anything back from Intercom.What we needWe need to subscribe to the Support Pro plan and remove the Starter plan immediately!! This is our app URLhttps://app.intercom.com/a/inbox/bumuw2dq

Shauna · Accepted Answer

Hey @Bill Thomas👋🏼 Shauna here from Support!I’m sorry to hear you’ve had difficulties with your subscription - due to the nature of your question; I’ve gone ahead and opened a conversation with support to investigate and look after you with this 🙏🏼 They will be in touch with you as soon as they can!

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