I paid, but BNBCalc still asks me to upgrade

1. Reload the page

If you've just upgraded and the prompt is still there, reload the page before anything else.

2. Check which plan this account has

Open Settings → Billing. If you're on a team, skip to step 5. Otherwise, look at the plan card: it names the plan this account is on, such as "Calculator Plan", "Markets Plan", or a trial with its end date. Upgrade cards may sit above it, and on the Calculator plan you'll still see one for Markets.

If the plan card doesn't show what you paid for, you're most likely signed in to a different account from the one that paid. To see which account you're in, open Settings → Account Info and check its Email and Phone number fields.

3. Sign in to the account that paid

Where your plan landed depends on how you paid:

• If you were signed in when you paid, the plan is on that account.
• If you paid while signed out, it's on the email address you typed at checkout, the step that says "Enter your email. You'll use this to login."

Each email address and phone number is its own sign-in, and so is a Google account with a different address. To fix it, sign out (navbar menu ☰ → Sign Out, or the top of the sidebar on a phone) and sign back in with the email you paid with. Keep in mind that saved analyses stay in the account where you ran them, so if they're in the other account, support can combine the two.

If checkout ever shows "You're Already Subscribed!", stop there: that email already has a plan, so choose Sign In rather than paying again.

4. Check that your plan includes the feature

The two plans unlock different things:

If you're on the Calculator and hit a Markets prompt, that's expected. On a paid Calculator plan, Upgrade to Markets in the navbar upgrades you for the prorated difference; on a phone, use the Markets upgrade card in Settings → Billing. During a Calculator trial, use Switch Trial on the Billing page instead.

5. If you're on a team

Team members see "Please contact your team admin to access this feature." on anything their seat doesn't include. Your team admin is the team owner, who chooses whether your seat is Calculator or Markets, so ask them. If you see ordinary upgrade prompts instead, you may have accepted the invitation from a different email than the one you're signed in with.

6. If a payment failed

When a renewal payment fails, BNBCalc shows a payment screen across the app until it's fixed. That's a different screen from an upgrade prompt, and How do I update my payment method or fix a failed payment? covers it.

Still stuck?

Email [email protected] with:

• the email address or phone number you're signed in with now;
• the email address you paid with;
• the last 4 digits of the card you used;
• the date and amount of the charge.

With both sign-ins and the payment details, support can find your payment and match it to the right account.