Read the message on the blocked action
Plan-limit messages are written to explain what stopped the action: artifacts, storage, members, per-file size, exhibitions, or a Pro-only feature.
Copy the exact message if you contact support. It helps support distinguish a billing issue from a permissions issue or a technical error.
Check whether the action needs an administrator
Only administrators should manage billing and plan changes. If a curator or volunteer sees a locked feature, they should ask an administrator to review the plan.
If the administrator cannot open billing, contact support with the museum name and administrator email.
Understand downgrade effects
Downgrading can limit access to paid features, larger uploads, visitor-facing tools, or plan capacity. It should not transfer ownership of museum content.
Before downgrading, export any reports you need and review which public features the museum depends on.
When to contact support
Email support if billing says the plan is active but a feature still appears locked, if a checkout or portal link fails, or if plan limits look wrong for the museum.
Include the museum name, plan shown in Billing, the blocked action, and the URL where the problem happened.