ollama - 💡(How to fix) Fix Billing Discrepancy: Pro Account Downgraded to Free Despite Successful Payment

Hi Ollama team,

I am facing a billing issue with my Ollama Pro subscription and would appreciate help investigating it.

I successfully paid for my Pro subscription renewal, and I have a paid invoice dated May 5, 2026 for $20. However, my Ollama account has been downgraded to the Free plan, and the billing page is still prompting me to pay again.

On the billing page, I can also see what appears to be a duplicate invoice for the same date and amount, but it is marked as Open, even though the payment for the Pro subscription has already been completed.

Issue Summary

• Paid for Ollama Pro renewal
• Paid invoice dated May 5, 2026
• Amount: $20
• Account is currently showing as Free instead of Pro
• Billing page shows another invoice for the same date and amount marked as Open
• I am being asked to pay again despite already completing the payment
• I have already contacted support by email multiple times but have not received a response or resolution

Previous Support Contact Attempts

I have already emailed Ollama Support at [[email protected]](mailto:[email protected]) multiple times regarding this issue:

• May 24, 2026: Reported the duplicate May 5 Pro invoice showing as open despite a paid renewal, and explained that my account had been downgraded to the Free plan.
• May 25, 2026: Sent a follow-up email with screenshots of the payment and tier information for reference.
• May 26, 2026: Sent another follow-up requesting the issue to be resolved as soon as possible.

Despite these follow-ups, I have not received a response or fix yet.

Expected Behavior

Since the payment was successful, the account should remain on the Pro plan, and the duplicate/open invoice should either be removed, voided, or corrected.

Actual Behavior

The account is downgraded to Free, and the billing page still shows an open invoice for the same amount.

Could the Ollama team please check whether this is a duplicate invoice or a billing synchronization issue and restore Pro access for the affected account?

I can provide invoice/payment screenshots privately if needed.

Thank you.

Relevant log output

OS

Linux

GPU

Nvidia

CPU

AMD

Ollama version

No response