What you're seeing
You or your annotators may see a red banner or toast that reads "Runtime error: Subscription expired." When this happens, tasks won't open — clicking Label All Tasks (or any equivalent entry point) falls back to a "You're all caught up!" screen, and labeling is blocked across every project in the organization.
This is an organization-wide block tied to the account's subscription status, not a per-project or per-user problem. If you are an annotator seeing this, your organization's subscription needs attention from the account owner — see the note at the end.
Why it happens
- A payment failed or the card on file was declined.
- The card on file has expired.
- The subscription lapsed or was not renewed at the end of the billing period.
- A temporary billing-sync delay between our payment processor and the platform, where a payment succeeded but the platform has not yet registered the active subscription.
How to restore access (account owner)
- Check your subscription and payment status. Go to Organization > Billing and usage and confirm the subscription shows as active and the payment method is valid and not expired.
- Update the payment method and retry. If a charge failed, update the card from the same page, or contact Support if you can't complete this yourself.
- Refresh your session. After the subscription shows active, clear your browser cache, hard-refresh, and sign out and back in so the platform picks up the updated status.
If the error persists after payment is confirmed
If your subscription and payment are both confirmed active but the error continues, this is likely a billing-sync delay rather than a payment problem. Contact Support and include the following so we can resolve it quickly:
- Your organization ID and the account owner's email address.
- A screenshot of the error and the approximate time it started.
- Confirmation that the payment method is valid and the most recent charge succeeded.
A note for annotators
If you are an annotator (not the account owner) and you see "Subscription expired," the block is at the organization level. You cannot resolve it from your own account — please notify your organization's account owner or administrator, who can check the subscription and payment method using the steps above.