Zoo forgot that I paid for monthly unlimited (with invoice as evidence) and cut off my usage on the first day .
Hey Robin, I’m an engineer on Design Studio, we round-robin support here. I’m sorry to hear this, that sounds very frustrating. I’ll hunt down your account to see what’s up.
In the meantime I’ve got two questions:
- Were you in the Desktop or Web app?
- When you say your usage got cut off, I just want to clarify that you mean the Zookeeper AI pane here in the app showing a message that said you were blocked until you upgrade?
I’ve found you in our system with a Pro subscription. What I think might have happened is that you used Zookeeper a bit on the Free plan with a payment method set, built up an outstanding balance, then switched to Pro to get unlimited use: does that sound right?
I’m talking with our payments folks to help me cancel your outstanding balance, and help them investigate the issue with not canceling any outstanding balance from the same billing period that a user might have from before they switched to Pro.
Thanks for your patience, I want to get you back up and modeling!
Oh okay, now I think I’m starting to understand this. I think Zoo Design Studio didn’t show your upgrade right away, you filed some support tickets, then refreshed the app and were actually able to keep on going, since I’m seeing usage from you still. That’s great! Let me know if that’s not the case.
Then I got confused by how our usage tracking works while looking through our backend, but you should now only get billed for your unlimited subscription, not individual usage charges. I’m just confirming that with our payments folks.
So I actually have an action item as a developer: we need to make sure you see your upgraded status right away in the app. I’m going to try to recreate your situation and fix that stale blocked status if that’s the case. Always love it when the issue ends up being something I can fix in my team’s code.
Alright I’ve confirmed with our billing folks that your billing is working and you should only receive your monthly invoice from now on, but let me know if you run into any trouble there.
As for your blocked status, I’ve logged this bug in our tracking system to investigate it and fix it if you ended up needing to refresh to see your upgrade. Let me know if I’m on the right track there!