Sort out a locked feature, a free-tier cap, a seat or invite that didn't stick, and checkout or subscription state that looks wrong — including what self-heals vs. what needs support.
How-to guide: Teams, seats & billing.
Locked features & upgrade prompts
"A feature is locked / shows an upgrade prompt." That feature needs a higher plan for your role. CoverGuard gates two ways:
- Tier — how much you pay (Free → Individual → Professional → Team).
- Persona relevance — you never see features irrelevant to your role.
Commonly gated (paid) features: insurance estimates, client management, quote requests, property comparison, analytics, branded/PDF reports, deals pipeline, carrier-exit & renewal alerts, Integration Hub, custom digital-agent creation, and the Developer API (Team-tier). Check exactly what your role gets at each tier on /pricing (it renders a live persona × tier matrix).
"I hit a free-tier cap." Free tier is 1 property search and 5 AI interactions, lifetime. Upgrade to lift them. These caps are always enforced for free users.
Seats & teams
"My invite didn't give the person a seat." You're likely at your seat limit (Free 1 / Individual 2 / Professional 5 / Team per-seat). Buy more seats on /teams or remove a member. The invite path blocks new seats at the limit.
"A teammate lost access after I downgraded." Expected. The owner always keeps a seat; remaining seats go to the earliest-joined active members first. Members beyond the new limit drop to free and show an "Over seat limit" badge until you free a seat or upgrade.
"A member isn't inheriting my plan." Inheritance is capped at the owner's paid seats and to active membership. Confirm they're an active member within the seat limit, and that your subscription is entitled.
Checkout & subscription state
"I can't check out / upgrade buttons are disabled." Payments may be temporarily disabled platform-wide (an incident kill-switch) — upgrade CTAs disable themselves and checkout returns a "payments disabled" error; existing subscriptions keep working. Otherwise it's usually a card/Stripe issue — retry or use the billing portal.
"My renewal failed — did I lose access?" Not immediately. A past-due subscription stays entitled during Stripe's dunning retries (you'll see a "past due" warning). Access ends only if retries exhaust and Stripe cancels.
"I paid but have no access" / "I have access but see no subscription." Subscription state self-heals: a daily reconcile runs in both directions (local↔Stripe), including recovering a Stripe subscription that never got written locally. If it doesn't resolve within a day, contact support@coverguard.io with your account email.
"I canceled but still have access" (or vice-versa)." Stripe events can arrive out of order; CoverGuard drops stale events so a delayed "active" can't resurrect a cancellation. Same-second races converge to canceled. Give it a few minutes; the reconcile backstops it.
"Downgrading — what happens to my saved properties?" They stay accessible on the free tier. Downgrades take effect at the next billing cycle.
Billing exemptions
The platform owner and monitoring account bypass paywalls (treated as Team) — that's internal and doesn't apply to customers.