I am experiencing a critical system issue and our business has suffered severe downtime.
I was already using a PAID plan, but my account was suddenly restricted on April 6th. Now, every time I log in, I am completely blocked by the following database error and cannot access my dashboard or files at all: "An error occurred while processing your request. To change your plan, please contact [removed by moderator] "
Although I received a few initial replies from support (Case #3545667), the last contact was on April 8th, and absolutely NO PROGRESS has been made since. The ticket was transferred to the "Internal Team", but it has been completely ignored.
Crucially, I strongly suspect my ticket might be misclassified as "Support Subscription: Personal/Free User" in your system. I am a PAID user attempting to migrate to the Business plan (6 seats). If this misclassification is occurring, it is likely the exact reason my urgent ticket is being deprioritized.
Our operations are completely paralyzed. Could a Community Manager please escalate Case #3545667 to a Support Supervisor immediately, verify our subscription tier, and restore our access right now?
Thank you.