Hello Adventurers!
On December 7th we're rolling out a new set of self-serve functionalities thanks to which you’ll be able to easily upgrade or downgrade your subscription plan, change billing cycle and update your payment method. All of the new functionalities will become available gradually and will take until February to be accessible to all of the subscribers. Thanks to the flexibility of the new subscription system, you’ll be able to adjust the preferences based on your needs even in the middle of the current cycle! If you decide to downgrade or change to a lower billing cycle, the difference in the prices will be used towards your next payment. If you wish to have that difference deposited back to your original payment method instead, please contact our Customer Support.
I have the same problem. Customer support won't answer my request.
We had signed in with our gmail account and it didn't even recognize me.
Update I was able to upgrade to the master tier by going through the app instead of the website. Maybe this can help others who had similar issues