Why can this happen?
In rare cases, there may be a temporary sync delay between Sunver and Stripe, our payment provider.
When this happens, your subscription is active, but the guidebook may remain temporarily locked in Freemium mode.
We understand this can be frustrating and we are sorry about that!
What should I do?
First, check one important thing:
The email address used during payment on Stripe must be the same email as the Sunver account that owns the guidebook.
If the email matches, you’re all set.
Contact us to unlock it instantly
Simply contact us via:
💬 The chat bubble in the bottom-right corner of your Sunver dashboard
When prompted, type: “Talk to a human”
Fast reactivation guaranteed
Once we receive your message:
The fix takes less than one hour
A team member will manually and immediately unlock your guidebook
⏱️ Urgent case?
If a guest is arriving soon, include the word “urgent” in your message so we can prioritize it.
Summary
This is a minor and temporary technical issue
Your subscription is active
As soon as you contact us, your guidebook will be fully unlocked right away