Subscription issues

Launch billing is simple: Free (one lifetime completed scan) and VisibleMax Pro — Early Adopter (7-day free trial, then $50/year), billed through Polar. Most “subscription” problems are entitlement sync lag, portal confusion, or expecting Free to behave like Pro.

Common symptoms

• Upgrade completed but scans still blocked
• Recommendations remain gated after payment
• Renewal or cancellation unclear
• Workspace shows Free after a successful Polar checkout

Fix steps

1. 1

   Confirm the plan in billing settings

   Open workspace billing and verify Pro / Early Adopter is active for the correct workspace.

2. 2

   Refresh session

   Sign out/in or hard-refresh. Entitlements load with the workspace context.

3. 3

   Open the Polar customer portal

   Use the in-app portal link to verify subscription status, renewal date, and payment method.

4. 4

   Wait briefly after checkout

   Webhook entitlement sync is usually fast. If Pro is unpaid in Polar, fix payment first — see Payment issues.

5. 5

   Retry a scan

   Once Pro is active, Free lifetime limits no longer block completed-scan starts (meter/rate limits may still apply).

Edge cases

• Wrong workspace — checkout tied to a different workspace than the one you are viewing.
• Workspace owner — billing actions require the workspace owner account.
• Canceled but still in term — access may continue until period end; portal shows the truth.
• Early Adopter pricing — 7-day free trial, then $50/year launch SKU; future list prices may differ for new customers.

When to contact support

• Polar shows an active Pro subscription but VisibleMax stays Free for more than a few minutes
• You were charged twice or for the wrong workspace
• You need help transferring Early Adopter pricing after an account change

FAQ