Billing Sync Issue: Paid for Explorer but Account Stuck on Free

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1

Hi Glide Team,

I am writing to request urgent assistance with a billing synchronization issue.

On December 18, 2025, I upgraded my team to the Explorer plan and the payment of $25.00 was successfully processed. However, my Glide dashboard is still showing my account as “Free,” which is preventing me from accessing the features I paid for and even blocking me from getting direct support.

Here are the details:

  • Issue: Payment is confirmed, but the dashboard hasn’t synced the “Explorer” status.
  • Customer Portal: When I check the “Open Customer Portal (Stripe),” it clearly shows that I am on the Explorer plan.
  • Billing History: My billing history in Glide shows the payment as “Paid.”

I have already tried refreshing the browser and logging out/in, but the status remains “Free.” Because of this sync error, the automated support system is rejecting my requests, claiming I am a free user.

Could a staff member please manually sync my account status so I can start using the Explorer features?

I have attached a screenshot of my Billing page showing the “Paid” status and the “Free” quota at the same time.

Thank you for your quick help.

2

You’re signing into glideapps.com with the same email as the one you used to upgrade, yes? Just making sure because there had been clients of mine that failed to access their paid plans because they were signing into Glide with the wrong email. Just want to rule that out :upside_down_face: