[BUG] Billing: $200 promotional credit wiped after Max 20x subscription renewal

[Charlie-Z-work]

Bug Description

After renewing my Max 20x subscription, my previously claimed $200 promotional credit was wiped and the Current balance dropped to $0.00. The credit was not spent — Extra Usage was disabled at the time of renewal.

Timeline

1. Claimed the $200 one-time promotional credit successfully — balance showed $200
2. Renewed Max 20x subscription
3. Immediately after renewal, Current balance dropped from $200 → $0.00
4. Extra Usage was disabled throughout — the credit was never consumed by API calls

Expected Behavior

Existing credit balance should be preserved after subscription renewal.

Actual Behavior

Credit balance was wiped to $0.00 by the renewal process.

Account Info

• Plan: Max 20x (monthly)
• Promotional credit: $200 one-time credit (April 2026 promo, claim window Apr 3–17)
• Extra Usage: disabled at time of renewal

Screenshots

Current balance shows $0.00 after renewal, Extra Usage disabled, $0.00 spent.

Related Issues

This appears to be the same billing system bug documented in:

• [BUG] Billing: $50 credits disappeared after Claude Pro subscription renewal (Receipt XXXX-XXXX-7352) #23674 — $50 credits disappeared after Claude Pro subscription renewal
• [BUG] Billing: $50 Opus 4.6 promotional credit disappeared after subscription renewal #25586 — $50 Opus 4.6 promotional credit disappeared after subscription renewal
• [BUG] Billing: $50 promotional credit disappeared after subscription change (Google Play → web) #32766 — $50 promotional credit disappeared after subscription change

Additional Context

Contacted support via help center. Received an automated (Fin AI) response that did not address the core issue and suggested re-claiming the credit, which is not possible as it was already claimed. Requested escalation to human agent.

This is time-sensitive: the April 2026 promotional credit window closes April 17, 2026.

[github-actions]

Found 3 possible duplicate issues:

1. [BUG] Extra usage credit balance suddenly dropped from A$326.55 to A$16.55 with $0.00 spent (April 2026 promotional credit) #44198
2. [BUG] Billing: $200 extra usage credit voided after using official refund link, $100 re-subscription payment missing #45662
3. [BUG] Billing: $1,400 gift subscription credit destroyed by Stripe proration logic (14 Max 20x gift codes) #41499

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🤖 Generated with Claude Code

[LeeBurton]

I also was offered the extra usage credit by Anthropic but the banner disappeared and I can no longer claim it - despite it supposedly expiring in 7 days!

[fedianacamacho]

Adding my case here as a related report. I'm a Claude Pro user and my $20 one-time promotional credit (April 2026 offer) also disappeared after a one-day subscription lapse on April 9, renewed April 10. Balance now shows $0. I have open support tickets 215473851263779 and 215473851513951 with no human response. April 17 deadline is in 4 days.

[gitzhen0]

Got the same issue for $200 of credits

[fedianacamacho]

I claimed the one-time promotional credit (April 2026 offer) before the April 17 deadline. My subscription lapsed one day (April 9) and after renewing, my Extra Usage balance dropped to $0.

I have been trying to resolve this since April 10:

• 3 support tickets, no human response
• GitHub issue [BUG] Billing: $20 promotional credit disappeared after Claude Pro subscription renewal #47210 filed
• Urgent email sent

Has anyone dealt with this and actually got it resolved? Is there any other way to reach a real human at Anthropic?

[github-actions]

Closing for now — inactive for too long. Please open a new issue if this is still relevant.

[github-actions]

This issue has been automatically locked since it was closed and has not had any activity for 7 days. If you're experiencing a similar issue, please file a new issue and reference this one if it's relevant.