Troubleshooting & FAQ
License states
What Trial, Active, Grace and Expired mean, and exactly what stops working at each one.
The states
- Trial: active, no card required, capped at 3 seats and 3 projects (matching Starter), for 14 days.
- Active: normal operation.
- Grace: your license needs attention, but nothing is blocked yet. Triggered by any one of: the license token is within 7 days of expiring, a payment is past due, or the instance has gone 7 days without a successful daily heartbeat. A banner tells you which. A successful heartbeat or a resolved payment returns you to Active automatically, nothing to do manually.
- Expired: new work is blocked.
The trial has no grace period
A paid license moves through Grace before it ever blocks anything. The 14-day trial doesn't. It goes straight from Active to Expired on day 15. Choose a plan from the banner before then to avoid the gap.
Nothing is ever deleted
Even Expired, your instance stays fully usable for everything except starting new work. A license transition never happens mid-stage either: a ticket that's already running finishes its current stage, even if the license lapses in the middle of it.
| Still works when Expired | Blocked when Expired |
|---|---|
| Browsing tickets, runs and the audit log | Starting a new run (Run now, Autopilot) |
| Exporting data | |
| Download backup and Download diagnostics | |
| Viewing Insights |