Resolve access, billing and lifecycle questions¶

When someone cannot work, first establish which boundary failed. A password problem, missing membership, revoked product assignment, unavailable application and suspended workspace need different responses.

This guide helps administrators and support identify the appropriate owner and canonical recovery instructions. It supplies no new bypass, universal reset or operational command.

Draft and availability: The underlying guides retain their intended final-screen journeys and current implementation limitations. Some management and support controls are unfinished. A described backend operation does not establish a working live administration path.

Identify the affected layer¶

A generic message or stale card may not identify the cause. Confirm the current source record before changing access or asking someone to pay. When the platform cannot verify current authority, the result is uncertainty; it does not establish that a membership was revoked or that another purchase is needed.

Resolve membership without changing the wrong scope¶

Use member administration for a person's relationship to the workspace. Removing a branch, removing an add-on assignment, deactivating membership and deactivating the whole account have different effects.

Before an access-affecting change, arrange continued administration and ownership of unfinished work. Membership removal does not automatically transfer tasks, and the current path does not guarantee preservation of the last administrator.

A deactivated member can retain an add-on allocation. Removing that retained assignment is separate from restoring the member and from cancelling the workspace's purchased capacity. An assignment action does not itself buy more capacity, cancel the commercial arrangement or promise a credit.

Where a leadership or approval responsibility changes, involve the process owner and verify the current work rather than infer completion from a saved membership record.

Investigate an uncertain purchase through the original record¶

The subscription, billing workflow, financial history and invoice answer different questions. Use the original purchase or change reference.

Eligible current workspace administrators can have billing recovery access even when ordinary products are unavailable. This still requires an eligible account, membership, administrator role and branch; it is not granted by a finance title or a payment reference. Initial checkout before workspace selection has its own narrower recovery path.

A payment may be verified while its application is pending. An acknowledged payment notification may still need later processing. A completed record can retain historical amount fields; those fields alone do not mean the person should pay again.

Check the saved request, its payment requirement, the actual provider evidence when applicable and the resulting plan, seats, storage or credit. If they disagree, route the original reference to authorized support before starting another purchase.

The intended invoice screens include states that the current tenant invoice service does not expose. A missing invoice is therefore not proof that no payment or request exists. The Billing overview explains that limit and the current recovery path.

Check subscription coverage, the saved payment method and any scheduled plan change together. Trial expiry does not inherit paid-renewal grace, and a saved method or payment-provider return does not prove that the new coverage was accepted. A missing or repeated notice is a separate delivery question.

Review capacity and usage with the right meaning¶

Usage and capacity distinguishes plan ceilings, purchased seats, assigned access, storage allowances and measured consumption.

A member count is not automatically the number of allocated licences. Unused-looking capacity can be affected by retained assignments. An absent storage measurement can be indistinguishable from zero in the current summary, so investigate before committing to a reduction.

For HiveAI, use credits and budgets. Available credit, held credit, settled charges and budget remaining have separate meanings. Funding does not grant permission or bypass a budget or unavailable provider.

A changed capacity display does not by itself establish that every member's access has refreshed.

Pause, restore and close intentionally¶

Workspace suspension restricts ordinary product access while retaining the workspace for recovery. It does not deactivate every personal account, cancel every running operation, cancel billing or erase records.

Establish the pause's cause before choosing recovery. Accepted payment or qualifying capacity recovery can restore a billing suspension; it does not lift an administrator or support pause. Administrator restoration is allowed only for a pause recorded as permitting that route. Support restrictions and older pauses without that permission require the authorized support process.

Restoring the workspace does not restore an independently deactivated account or re-create an assignment removed separately. Each person still needs the current account, membership, policy and product conditions.

Account deactivation and recovery affect the person's account across memberships. Administrative and self-service recovery have different eligibility. A received recovery request is not proof of completion.

Permanent workspace deprovisioning is a separate terminal decision. It is not the same as a pause and does not prove that all data copies were erased. Export, deletion, identity-provider state and retention requirements have their own documented boundaries and authorized owners.

Use platform support responsibilities and data-lifecycle oversight when self-service recovery does not apply. The detailed staff and operational procedures remain private.

Escalate an unresolved result with its context¶

Record the environment, workspace, affected account or item, original action reference, approximate time, visible state and business impact. Preserve payment or source evidence through the authorized process when it is relevant.

Do not replace an uncertain action with a duplicate account, workspace, purchase or deletion request. Check what already exists and use the specific recovery path.

Tell the affected person which outcome is confirmed, which remains pending and which owner is investigating. Account recovery, access restoration, business-work recovery and financial reconciliation may require different follow-up.

For guided support, use the Support ID instructions. Keep credentials private, and do not treat refreshing that identifier as termination of an active support session.

Return to administrator responsibilities or organization setup.