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Request for Support: Mosaic Account Downgrade Issue | Clay

Request for Support: Mosaic Account Downgrade Issue

·Oct 14, 2025 05:33 PM·

Hi there, our account at Mosaic went from the explorer to free version. Spoke to the team and no one cancelled. Can someone from support clarify what the issue was? Thanks.

5 comments

· Sorted by Oldest

Clay Support
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When you cancel your subscription, you retain access to your plan's features until the end of the current billing cycle, then your account automatically moves to the free plan.
Since no one on your team cancelled, this suggests your Explorer plan may have reached its billing cycle end and automatically downgraded. Your data and tables remain intact when this happens.
To investigate the specific cause of your downgrade, you'll need to request human assistance by clicking on "Talk to a person" so our team can review your account details and billing history. [1] [2]
Clay Support
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Did that answer your question?
Clay Support
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If you still need help understanding the downgrade or have other questions, I’m here to assist. Would you like to provide more details about what you’re trying to resolve?
LuisArturo
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Hey there Omar thanks for reaching out, after checking this for you the reason the plan was cancelled, was because the payment was unable to be made since the card on file had expired.
Clay Support
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We haven't heard back from you here, so we're going to go ahead and close this thread out.
Still need help here? Reply back and someone will jump back in.
Have a question thats not related to this thread? We recommend kicking off a new ticket in the support channel!