Monday June 13, 2022


Address input error preventing upgrades

Issue summary:
On June 13th, 2022 from 6:00 AM PDT to 7:59 AM PDT, some customers in the United States experienced errors when trying to verify their billing address to upgrade to a paid plan.

We traced the problem back to our verification partner and they were able to resolve the issue for all impacted customers.

12:49 PM PST

Customers should no longer be experiencing any trouble with upgrading their plans. If the issue persists, please get in touch with our support team. Apologies for the trouble today and thank you for your patience.

9:16 AM PST

We continue to work on a fix for the issue with purchasing or upgrading a paid plan. Customers may be seeing this error "We couldn't automatically verify your address. If you'd like to contact us, we can get this sorted out. Contact us."

We've narrowed in that this error should only be impacting some of our customers based in the US.

Our engineers are currently working to resolve this as quickly as possible. We appreciate your patience in the meantime.

8:10 AM PST

Some users may be experiencing trouble purchasing a paid plan. We're working hard to resolve this issue as quickly as possible, and we'll be in touch as soon as we have a fix in place or next steps to share. We apologize for any inconvenience in the meantime in upgrading your plan.

7:23 AM PST