Admin · Allow about 10 minutes

Before you begin

Owner or Admin for workspace plan and usage details. The support entry point is available in the authoring workspace; do not include secrets or private learner evidence in a message.

1. Check the current plan and usage

1. Open Settings → Plan and usage. Read the current plan, allowances and usage shown for the workspace.

2. Check the relevant resource: creator seats, content, storage or AI allowance, rather than assuming every limit has the same scope. Read any capability-specific explanation on the blocked action.

3. Compare pending invitations and planned imports or analysis with the available allowance. A visible feature can still require a capability or configured service.

2. Subscribe or manage payments when available

1. Subscription and payments is available to workspace Owners and Admins when sandbox billing is configured. Starter, Team and Business checkout is sandbox-only; live billing remains assisted. If setup is unavailable, contact support rather than entering payment details elsewhere.

2. Confirm the selected workspace, plan, billing interval, provider price, taxes and renewing subscription terms before continuing to Paddle. A new workspace stays Free until provider confirmation; returning from checkout alone does not activate a paid plan.

3. For an existing paid subscription, preview the upgrade and check the quoted adjustment and next-renewal terms before confirming. Quotes expire after five minutes; request a fresh preview if yours expires. Other changes may require support.

4. Use Manage billing to open the secure Paddle portal for payment methods, invoices and cancellation of future renewals. A scheduled cancellation keeps access until the displayed period end; check the resulting status after returning.

5. If a payment is declined, correct the payment details and retry the existing checkout. If confirmation is pending or the outcome is uncertain, refresh or contact support before purchasing again. Never send card details, billing credentials or checkout links in chat.

3. Contact support with a useful question

1. Choose Chat with Beetl support in the authoring workspace. Describe the task, workspace, time and exact visible error.

2. Include the affected feature, relevant non-sensitive identifier and what you already tried. A cropped, checked screenshot can help if it contains no private content or credentials.

3. When sandbox billing is available, use Subscription and payments on Plan and usage to subscribe or preview an upgrade. Complete payment in Paddle; never send card details in chat. Live billing and other plan changes still require support.

4. Verify the resolution

1. After a confirmed plan or configuration update, refresh Plan and usage and retry the original action once. Payment completion waits for Paddle confirmation; if it is delayed, check again or contact support instead of purchasing twice.

2. If the issue persists, send the new visible error and time in the same support conversation. Distinguish a usage limit from a provider outage, permissions problem or failed job.

3. Never share passwords, API keys, session cookies, recovery links or raw private learner submissions. Use a secure channel agreed with support if sensitive diagnostics are necessary.

Check your result

You know which allowance or capability affects the action and can give support enough safe context to investigate.

If something goes wrong

• Usage looks unexpected: check the resource definition and current workspace, then ask support to explain the count.

• Feature still blocked with spare allowance: verify role, capability and required service configuration.

• Support needs more information: provide targeted context and checked screenshots; never paste credentials to speed up diagnosis.

Continue learning

• Administrator first-day checklist

• Manage AI controls and data lifecycle

• Troubleshoot workspace and Reader access