# š“ IMP: Facing Issues with VenEx.io, live app is Inaccessible to users
**URL:** https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688
**Category:** Ask for Help
**Created:** [March 14, 2024, 5:16pm UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688 "2024-03-14T17:16:26Z")
**Posts on this page:** 17
**Page:** 1
### Author:  [@Th.Nitin](https://community.glideapps.com/u/Th.Nitin)
#### Post date: [March 14, 2024, 5:16pm UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/1 "2024-03-14T17:16:26Z")
Hi,
Our live app (ā**[VenEx.io](http://VenEx.io)**ā) is not working as it is showing **421** error viz. Misdirected Request.
Instead "**[VenEx.glideapp.io](http://venex.glideapp.io/)"** is accessible and also it looks like Glide has demoted our app from paid subscription plan to free plan even though we did clear all the dues as asked.
Fyi, yesterday weād changed the team/ billing name from āTeam VenExā to āNeo Ever Inc.ā after clearing off all the dues.
Weāve paid all the remaining dues (As per the Glide Admin Dashboard) and have also emailed the same to ā[support@glideapps.com](mailto:support@glideapps.com)ā on 11:43 AM IST (11 Hours ago)
Thanks
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### Author:  [@ThinhDinh](https://community.glideapps.com/u/ThinhDinh)
#### Post date: [March 15, 2024, 12:09am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/2 "2024-03-15T00:09:40Z")
Has support reached back to you over this?
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### Author:  [@Th.Nitin](https://community.glideapps.com/u/Th.Nitin)
#### Post date: [March 15, 2024, 3:08am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/3 "2024-03-15T03:08:06Z")
No not yet, itās been more than 20 hours.
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### Author:  [@Th.Nitin](https://community.glideapps.com/u/Th.Nitin)
#### Post date: [March 15, 2024, 6:48am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/4 "2024-03-15T06:48:46Z")
Additionally, can anyone tell of how long glide team takes to upgrade the plan after the payment?
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### Author:  [@Th.Nitin](https://community.glideapps.com/u/Th.Nitin)
#### Post date: [March 15, 2024, 6:55am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/5 "2024-03-15T06:55:43Z")
Also our live app is not yet working, itās been more than 24 hours and we have received **no response from the glide support team** or how much times it takes to receive a response from Glide support team? @SantiagoPerez
- This is the message Iām getting when trying to submit a support request
- Also weāve always made the monthly payments on time since the beginning (2021), except a couple of times (out of ~30 months) due to technical glitches with our cards or changes at Glideās end
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### Author:  [@tuzin](https://community.glideapps.com/u/tuzin)
#### Post date: [March 15, 2024, 7:29am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/6 "2024-03-15T07:29:01Z")
You can open a billing inquiry **[here](https://www.glideapps.com/support)**. However, when I tried to do that today, the very Glide app this button leads to says the teamās out of updates and is therefore unusable š
I hope this will be resolved soon.
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### Author:  [@Darren\_Murphy](https://community.glideapps.com/u/Darren_Murphy)
#### Post date: [March 15, 2024, 7:35am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/7 "2024-03-15T07:35:18Z")
haha thatās funny š
(Iāve passed the message to the Support folks)
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### Author:  [@Th.Nitin](https://community.glideapps.com/u/Th.Nitin)
#### Post date: [March 15, 2024, 8:18am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/8 "2024-03-15T08:18:24Z")
@tuzin Are you a free or paid user?
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### Author:  [@tuzin](https://community.glideapps.com/u/tuzin)
#### Post date: [March 15, 2024, 8:51am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/9 "2024-03-15T08:51:01Z")
Iām a user with a ton of teams on nearly all existing plans š
Anyway, that doesnāt matter, because you can open a billing inquiry regardless of the plan youāre on
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### Author:  [@Th.Nitin](https://community.glideapps.com/u/Th.Nitin)
#### Post date: [March 15, 2024, 10:06am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/10 "2024-03-15T10:06:32Z")
@tuzin I donāt think it is feasible in the free plan
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### Author:  [@tuzin](https://community.glideapps.com/u/tuzin)
#### Post date: [March 15, 2024, 10:24am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/11 "2024-03-15T10:24:41Z")
**Support** in the pricing page means technical support. E.g. help with something thatās broken in Glide, or help with setting up the functionality you need.
> [@tuzin](#):
>
> you can open a billing inquiry regardless of the plan youāre on
I didnāt make that up and Iām speaking from my personal experience. Think about it this way ā if youāre willing to pay Glide (aka become a user in a paid team) but for some reason you need help with it, why wouldnāt Glide help you? I suppose itās not like they donāt need your money, right?
If you were a āpaid userā, then something happened with billing so your team was returned to free, why wouldnāt Glide help you to fix that?
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### Author:  [@Darren\_Murphy](https://community.glideapps.com/u/Darren_Murphy)
#### Post date: [March 15, 2024, 12:50pm UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/12 "2024-03-15T12:50:48Z")
> [@tuzin](#):
>
> You can open a billing inquiry **[here](https://www.glideapps.com/support)**. However, when I tried to do that today, the very Glide app this button leads to says the teamās out of updates and is therefore unusable š
>
> I hope this will be resolved soon.
Itās been fixed.
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### Author:  [@Th.Nitin](https://community.glideapps.com/u/Th.Nitin)
#### Post date: [March 18, 2024, 6:39am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/13 "2024-03-18T06:39:21Z")
Hi community,
**This is an Urgent Matter**
We are eagerly waiting for your response, itās been a while since we reported this issue and emailed the same to the glide support too **(Iāve received no response/ help from the Glide team or from any other sources like the community wrt. this matter yet, weāve also sent multiple reminders to the glide support via an email and also tagged @SantiagoPerez too)**.
Is anyone listening to this request?!
Whatās the turnaround time we can expect here?
Weāre a regularly paying customer of Glide since over 30 months.
Our Glide app has been Inaccessible to customers since _at least_ four days after making the due payments against two invoices from Glide that were showing overdue for some reason.
**There are no payments due now. Please restore our Pro plan immediately.**
**Glide team name was changed from:** āTeam VenExā to āNeo Ever Inc.ā
**Iām also attaching the Payment receipts and screenshots below for your reference and also been sent to glide support from [nitin@GetVenEx.com](mailto:nitin@GetVenEx.com)**
1.
1.
Please see if you can help @david
Thanks
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### Author:  [@Th.Nitin](https://community.glideapps.com/u/Th.Nitin)
#### Post date: [March 18, 2024, 6:35pm UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/14 "2024-03-18T18:35:06Z")
Also weād filled the support ticket form with ticket no. **#1082: Facing Issues with [VenEx.io](http://VenEx.io), live app is Inaccessible for users**
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### Author:  [@NoCodeAndy](https://community.glideapps.com/u/NoCodeAndy)
#### Post date: [March 18, 2024, 7:59pm UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/15 "2024-03-18T19:59:58Z")
@Th.Nitin - Thanks for sharing the ticket number, Iāll take this up with our support team.
**Update:** Your plan subscription should be restored now. š
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### Author:  [@Th.Nitin](https://community.glideapps.com/u/Th.Nitin)
#### Post date: [March 19, 2024, 5:59am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/16 "2024-03-19T05:59:26Z")
@NoCodeAndy @david This issue is resolved, the app is also working fine now + the subscription plan also got restored.
Thanks š
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### Author:  [@system](https://community.glideapps.com/u/system)
#### Post date: [March 26, 2024, 6:00am UTC](https://community.glideapps.com/t/imp-facing-issues-with-venex-io-live-app-is-inaccessible-to-users/71688/17 "2024-03-26T06:00:06Z")
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