@@ -72,7 +72,7 @@ This workflow will be removed once the above issues are fixed.
When a Billing Entity Change occurs, there will be two Zuora accounts and two subscriptions. The old subscription can be found on the canceled Zuora account, while the new subscription can be found on the active Zuora account. To assist with differentiating the accounts, the old account will have a `US` entity while the new account will have the 2 digit entity code for the customer's country of operation.
Upon completion of a Billing Entity change the customer's account in [CustomersDot](https://customers.gitlab.com/customers/sign_in) should be updated with the new Zuora account which will house the new subscription information. Sometimes due to the change in subscription Support will need to use the Mechanizer to do a force associate for the new subscription to the group the old subscription was associated with. This can be done via the Mechanizer functionality present under the Apps category in Zendesk.
Upon completion of a Billing Entity change the customer's account in [CustomersDot](https://customers.gitlab.com/customers/sign_in) should be updated with the new Zuora account which will house the new subscription information. Sometimes due to the change in subscription Support will need to use the [force association](https://customers.gitlab.com/admin/saas_full_order/force_reassociate) tool in the Customer Portal to associate the new subscription to the namespace.
1. If processing a request from the Internal Request form named `Extend an (almost) expired subscription` then ensure that the `I acknowledge that approval for this extension has been granted..` checkbox has been checked and the requestor has also provided the required proof that a Manager or Director has approved the extension request. If the submitter has not provided the necessary proof then use the macro `Deviation from GitLab.com Subscription Extension Workflow` and subsequently close the ticket.
**Note**: We cannot extend the trial if the customer hasn't started one on the namespace. The Subscription name field in the ZenDesk Mechanizer app is there for that reason. When there's a Subscription name, the mechanizer will create a new trial for the namespace.
**Note**: We cannot extend the trial if the customer hasn't started one on the namespace. The customer will need to start a trial if they haven't. Or we need to use an expired one.
