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Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

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Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#1

Post by KellyCriterion »

Dear all,

our team is using a Claude AI Team plan for more than 1 year already:

- we are a normal company, doing normal business, nothing critical

- all our bills are paid and we can see them as paid

- nontheless, the service is not available for more than one week to us

Question:

- any other idea to reach out to them than their "Fin AI Chatbot" at support@anthropic.com?

- did anybody else had the same experience? If yes, what helped to solve it?

Its really frustrating :-(

(especially since some people built their interal workflow around Claude, now they are somehow stuck)

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#4

Post by r_lee »

KellyCriterion wrote: post #3
kay_o wrote: post #2

Help to solve; subscribe to Enterprise and pay for support contract.

Haha, good one! :-D Actually, this was what we already discussing this morning, because this was our assumption, too :-))

It's either that (pay $1 million or something) or find an Anthropic employee here or post on X

you might also want to try calling sales and asking if this is how their product is intended to work, they might be able to escalate

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#5

Post by kay_o »

KellyCriterion wrote: post #3
kay_o wrote: post #2

Help to solve; subscribe to Enterprise and pay for support contract.

Haha, good one! :-D Actually, this was what we already discussing this morning, because this was our assumption, too :-))

This was serious post sadly !

All self serve tiers Claude Team, OpenAI Business, ... all are considered the same as personal plan. The only differentiated tier is [self service] || [enterprise support contract with guarantees]

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#6

Post by digikata »

I would be cautious about relying on proprietary platform features from any AI vendor right now. They all have scaling headaches, and also are in the middle of mass feature churn.

For must work company services, I'd require multi-vendor/multi-model routing if it's any sort of automation, and if its more SaaS, lean towards a service with selectable backend provider/model for misc office work. Self hosted is nice for some situations too.

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#8

Post by jumpalongjim »

My goto approach would be to ask an AI to investigate. They can get a surprisingly long way in troubleshooting networking, doing web research, etc. and will even decompile Claude Code to work out what the issue is. It's easy to underestimate what AI agents can do. If you can't use Claude to do this then pick OpenAI or Grok, etc.

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#9

Post by shelled »

My account was wrongly billed as I had cancelled the subscription in time. So I reached out to support to get it rectified. It’s a bot called Fin. Fin became judge, jury, and executioner and closed my attempts to raise the issue with an automated response that the charge was good and I couldn’t escalate (tried multiple times). Wrote to two of their support emails, both attempts met the same fate, those were also handled by bots. Absolutely no way of reaching a human being at the paper trillion dollar company.

When I discussed this with a friend he suggested I should try AI coding plans via third party vendors (who at least offer bare minimum human support even with considerable delay) and also shared his personal grandfathered GLM API key (he’s not using that; and the plan is good for few more months; already paid). I really can’t complain. I have noticed zero quality or productivity dip. Even response time is very close to Claude, but less. I can live with that.

Anyone suggesting we should ask the AI to dig deeper, they haven’t met Fin.

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