Plan change with error message

Question

I  accidentally upgraded to Business plan, then cancelled it near the end of the billing cycle, and rejoined as Pro plan.

Since then, I can see all workspaces and sheets, can search and download sheets, but cannot open any sheet and receive a generic error message to all sheets.

What can I do to resolve this? This is quite urgent.

Thank you

Georgie · Answer

Hi @Wing,

This sounds like an issue with your account which would need support investigation. I assume you've already tried logging out and in again too?

Cheers,

Georgie

Wing · Answer

That's a great tip, I tried save the sheet as new but then it pops up another error message saying that I must be a licensed user to create or own sheets. Another picture shows that I'm still on Pro Plan. Anything else that I can try?

Thank you,

Wing

Georgie · Answer

Hi @Wing,

Since you’ve ruled out cache and cookie behaviour, another possible cause could be that your items are still incorrectly associated with the Business plan rather than your Pro plan.

You can rectify this by saving the workspaces as new - the copies will then be owned by your active plan. Since you can’t open your items, you can do this by right-clicking items/workspaces in the Browse menu and selecting Save as New. More information here: Copy a folder or workspace.

Hope that helps!

Georgie