Look I have been a large fan of this software and platform for a few years now. I have recommended it to colleagues who have taken my recommendation and have invested quite a bit to leaning the ins and outs of what there is on offer. I say all this to preface that I do not make this complaint lightly. The system for switching between license and platform tiers is abysmal, is leading to a catastrophic breakdown in my companies workflow, and is about to push us into searching for an alternative solution all together.
All we are looking to do is to downgrade from an enterprise platform tier to a premium platform tier as we are going to need fewer player licenses this year. We have followed every possible step to do this found on this website and recommended to us by our sales rep and the end result is that we are completely locked out from being able to purchase any licenses or tiers other than enterprise on one of our accounts and fully blocked from even accessing the purchase or support page from our other account, this one. It should not be a multi day long process involving the deletion of all past experiences for a company with two linked accounts to downgrade to a tier that still allows two accounts to collaborate with each other.
We have now lost multiple days of work with no end in sight. This problem needs to be fixed both in our individual case and on a systemic level. We have no idea what to do, our sales rep has no idea what to do, and time is running out.
When we implemented all the features that come with Team Management, the newer feature we introduced in May 2025 for Enterprise Platform customers, our team did put some effort into making sure customers can upgrade as seamlessly as possible, as history has proven that when an Intuiface customer needs to make an urgent / emergency purchase, it’s typically for growth purposes.
These features include the ability to have multiple users / accounts associated to an organization. You will not be able to have multiple users access a single account with an Essential or Premier platform.
From the discussion I had with my colleagues from Support and Sales team, it looks like you were using some of these Team Management features, reserved to Enterprise tiers customers, which is the main reason you couldn’t downgrade to a Premier platform. If you were to downgrade and the platform would “automatically” remove all these features, most customers would complain that they lost access to XPs, they can’t see the accounts / users they’ve added in the past anymore, etc… This is most likely one of the reasons downgrading is not as smooth of a process as upgrading.
All that being said, our top management team, currently at the Museum Connection show in Paris, has been informed of that issue with your accounts and will actively investigate it tomorrow morning, France time.
If you’d like to give us more information about the emergency here, please do so in a private support thread.