Pro is not unlocked in the extension

Symptom

The website or Stripe shows a purchase, but the extension still enforces Free limits or watermarks.

Most likely cause

The extension is linked to a different account, the token was revoked, the webhook has not updated D1 yet, or cached plan data has expired into Free.

Fix it

Do not send AI conversation content to support. Check account state and refresh plan status.

1. 1

   Confirm you are signed into the same account that bought Pro.

2. 2

   Open your Account page and confirm subscription status.

3. 3

   Reconnect the extension account or click Refresh Pro status.

4. 4

   Reopen the browser if the extension cache is stale.

5. 5

   Wait briefly for Stripe status synchronization.

Verify it worked

The extension settings should show Pro and PDF/image watermark settings should be disabled.

Check the Account page first

The Account page is the source of truth for billing state. If the Account page does not show Pro, fix the billing state before troubleshooting the extension. If the Account page shows Pro but the extension shows Free, reconnect the extension account or refresh Pro status from the extension.

What RecallBase cannot verify

The website cannot inspect local extension storage unless you explicitly link and refresh the extension token.

Account mismatch check

The most common fix is confirming that the browser extension is linked to the same RecallBase account that bought Pro. If you use multiple email addresses or browser profiles, sign into the Account page first, then refresh or reconnect the extension so the plan token matches the paid account.

When to contact support

Contact support only after you have confirmed the Account page shows Pro and the extension is linked to the same account. Share the account email, browser, extension version, and visible status message. Do not include prompt text, answer text, exported files, screenshots of private chats, cookies, or tokens.