Issue Description: I upgraded my project to the Scale Plan on May 9, 2026, but the dashboard is still stuck on the “Ship” plan. Despite a successful payment, the account features haven’t been updated, and I can’t resolve it manually.
Details:
Project ID:p_z18np1otkdw
Payment Date: May 9, 2026
Invoice Status: The invoice specifically shows charges for “Scale” and a prorated refund for “Ship” starting from May 9.
Error Encountered:
When I try to manually re-trigger the upgrade in the ‘Change Plan’ tab, I get the following error:
Message: “Something went wrong. An unexpected error occurred.”
Error ID:2785327530
Could anyone from the LiveKit team or someone who has faced this help me push this through? I’ve already sent a support ticket but haven’t received a response yet. Thanks!
This is purely a Cloud billing-system mismatch, not anything the community can resolve from outside. Your support ticket is the right channel and includes the data the LiveKit team needs (project ID, payment date, invoice showing the Scale charge, error ID 2785327530).
Pinging @CWilson and @darryncampbell to route the ticket internally; that usually moves it faster than waiting for the queue. In the meantime, screenshot the error dialog and the invoice if you haven’t attached them to the ticket already; that lets billing reconcile the upstream charge with the dashboard state in one pass.
Hi all, please bear in mind this is a public forum. Although you need to create an account to post, all messages are discoverable without a login so I strongly recommend not posting any identifiable information. I have redacted one of the messages in this topic.
In general, we’re unable to address specific billing issues on this forum and it is best to go through email support. @Junbo_Koh I see your ticket in the support system and I’ll escalate it to our support team, apologies for the delay