Redeem code
Contents
1. Features
Use a code provided by support to extend your current plan or trial. The code already specifies the eligible plans and extension days. A successful redemption displays the added days and new expiration time. Your plan and AI credits do not change. You need billing write permission, and your account must meet the code's eligibility conditions.
1.1 Enter a code
- Enter the complete code from support in “Redemption code”.
- Select “Redeem”.
- After “Code redeemed” appears, check the new expiration time. You can also select “View subscription”.
New codes contain 16 letters and digits without a prefix or hyphens. Previously issued codes starting with “VR-” still work. Codes are case-insensitive, and surrounding spaces are ignored.
1.2 Pending confirmation
Tabs signed in to the same account in the same browser share a pending operation. Confirm its result before redeeming another code.
If the result is awaiting confirmation, select “Check original request”. You can reopen the same browser and sign in with the original account to continue checking. Retrying does not extend the period twice.
If the original request cannot be found, enter the original code again. If you accidentally enter another code and see that it cannot be found or used, the original operation is kept. Re-enter the original code or continue checking its result. If confirmation still fails, contact support and keep the browser's site data.
2. Frequently asked questions
2.1 Questions
▪ Why is the redeem code page unavailable?
Ask your organization's administrator to check your billing write permission. Read-only access does not allow redemption.
▪ What does my browser need?
Use an up-to-date browser and allow the site to store data. If required browser features are unavailable or recovery data cannot be saved, no redemption is sent. Update your browser, check its site data settings and retry. Keep the original browser’s site data if an operation is still awaiting confirmation.
▪ Should I change plans if the code does not apply?
Contact support to confirm which plan the code supports. Codes extend the existing plan without switching it. A confirmed rejection does not consume the code.
▪ Why can my trial no longer be extended?
The trial must have started, and the account must still be in trial status or have been suspended because the trial ended without a payment method. Code extensions and manual support extensions share a lifetime limit of 30 days. If you have started purchasing a plan and an invoice is still open, resolve billing first. Redemption does not restore accounts suspended for nonpayment.
▪ My trial ended and the account was suspended. Can I still redeem?
Yes. If the account was suspended because the trial ended without a payment method, enter a trial extension code under "Subscription & Billing" → "Redeem code". After a successful redemption the account immediately returns to trial. The days count from the redemption date in your organization’s timezone, and the trial ends at the end of that date plus the code’s days. For example, redeeming 7 days on November 6 provides a trial through November 13 at 23:59:59.
If you started reactivation after the suspension but did not finish paying, an unpaid reactivation invoice remains and blocks redemption. Cancel that invoice under "Subscription & Billing" → "Invoices", then redeem. After cancellation the account stays suspended and the trial dates return to their previous settings. Invoices with a payment being confirmed, a reported transfer or a partial payment cannot be cancelled; wait for confirmation or contact support.
▪ Can I extend a paid plan with unresolved invoices?
No. Complete billing first. There must be no pending plan or billing-cycle changes. For an active subscription, withdraw any cancellation request that has not yet taken effect.
▪ Can I redeem after my subscription expires or is cancelled?
Yes, provided there are no unpaid invoices, no paid purchase still waiting to be activated, and the account is neither suspended nor closed. A paid purchase is activated when you withdraw the cancellation, so withdraw it before redeeming. Successful redemption immediately restores the original plan. An expired period restarts on the redemption date in your organization’s timezone and ends at the end of that date plus the code’s days. For example, redeeming 7 days on October 30 provides service through November 6 at 23:59:59. If a cancelled subscription still has time remaining, those days are preserved and the code’s days are added to the original expiration date.
If the old period has unbilled overage, the system creates its invoice and rejects the redemption. Pay it first, then redeem the same code with a new operation; the original rejected operation remains rejected. Retrying a successful operation neither restarts the period nor adds days again. Trial usage is not billed.
If an auto-renewing subscription has just passed its period end and renewal has not finished, the renewal invoice covers the old period's overage: when there is overage, the redemption is still rejected, but no separate invoice is created. Once the renewal invoice is paid, redeem the code again. The days are added to the end of the new period.
▪ Will the next paid period become shorter?
No. The next period starts the day after the extended expiration date and provides a full calendar month or year. The original activation date and historical invoices stay unchanged.
▪ Do the extended days add overage charges?
Extended days are billed together with the rest of that period, and your plan's included volume grows in proportion to them. For example, a 31-day monthly period extended by 7 days includes 38/31 of the usual volume, rounded up. You pay overage only on usage above that amount. The usage table on the subscription page follows the extended period and included volume as well.
A free period restarted after expiration receives one base allowance from the original plan. The inactive gap is excluded from the new period and does not increase its allowance.
▪ Will I lose the gifted days if I upgrade?
If you keep the same monthly or annual billing cycle, the gifted days remain available on the upgraded plan until the extended expiration date. You still pay the plan price difference, prorated using the full extended period and its remaining days.
If you switch from monthly to annual billing, the remaining monthly period, including gifted days, contributes to the prorated credit against the annual fee. The new annual period starts on the date you request the change and lasts one year; gifted days are not added again. The upgrade or annual switch takes effect once its charge is paid.
▪ Does an extension affect annual AI bonus credits?
An extension adds no AI bonus credits and does not change their original expiration date. Bonus eligibility from your paid annual period remains available if AI is activated after the extension. An upgrade that keeps annual billing tops up the same annual bonus and keeps its original expiration date. Extending service does not restore expired bonus credits.
▪ What if the code has expired, been revoked or already been used?
Contact the support team that supplied it. Each code can be successfully redeemed once. There is no customer action to undo a successful redemption or restore the code.
2.2 Notes
⚠️ Important
- If confirmation is pending, follow the recovery steps instead of using another code.
- Do not share a code publicly: another eligible account could use it first.
3. Related features
| Feature | Purpose | Link |
|---|---|---|
| Operators | Organization administrators can update operator permissions | Open |
| Organization settings | View the organization's settings | Open |