Why can support's account summary differ from my Billing page?
A support account summary can be incomplete. “No subscription” does not by itself mean you have no Codus access: a team seat or access grant may cover you. Likewise, a missing module in a support summary is not proof that a promotion, team entitlement or paid module is absent.
Before you start
Use the same verified GitHub account in the desktop and Billing. An email or name typed into chat is not enough to authorise access to account details.
Check the actual access
- Open Billing and compare your current access, licence capacity and Licenses in use.
- For team access, ask an owner or admin to check the correct account's seat assignment on Team.
- For a module, check whether the desktop can open it and whether the account has a promotion, grant or paid activation.
- If support lists an old computer, compare it with Billing's live device list. A historical entry does not prove it is consuming a licence now.
- Report any mismatch with the account name, current app version and relevant screen. Do not purchase again solely because a chat summary is empty.
What account-aware support can do
With verified sign-in and an available connection, support can consult limited account information. That does not authorise it to change subscriptions, issue refunds, release devices or inspect arbitrary databases and local files. Affiliate payout details are not established by this account summary.
If the sources disagree, the team must investigate. A partial summary must not override confirmed working access or a current Billing screen without further checks.
How do I know it worked?
The team has identified the correct account and the access shown by the current product, including any valid seat or grant. A corrected explanation is not the same as a completed billing change; request explicit confirmation for any actual account operation.