Most plan change requests are related to requesting a trial with an existing
subscription on GitLab.com, which is an open feature request #12186.
At times, it is to immediately expire the trial or downgrade the namespace to Free.
Steps
For these issues:
Try it in CustomersDot admin first.
If you receive an error, follow the usual troubleshooting procedures in
looking up the error in sentry and/or for an existing CustomersDot issue,
adding to an existing issue or creating a new one as required.
As a workaround, the plan can be changed manually in one of two ways:
GitLab.com: Add ~"Admin Escalation" label and if needed, ping the dotcom group.
Customers Console: Add ~"Console Escalation::Customers" and if needed, ping the customers-console group.
Workflow diagram
graph TD;
A[Issue Created]-->B[Assign Yourself];
B-->C[Issue Actionable?];
C-->J[No];
J-->K[Apply Status::Blocked and Inform Submitter];
C-->D[Yes];
D-->E[Adjust Namespace via Customers Portal];
E-->F[Did it Work?];
F-->G[Yes];
G-->H[Note Issue and Close];
F-->I[No];
I-->L[Locate Error in Sentry or comment on existing issue];
click L "/handbook/support/workflows/500_errors.html#searching-sentry" "Diagnose Errors on GitLab.com"
L-->M[Adjust Namespace Manually];
M-->N[Apply Status::On Hold, Set Due Date];
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