Duo Enterprise trials started on the same day as Duo Pro purchase get deprovisioned the day after

Description

We have identified a critical issue affecting users who start a Duo Enterprise trial on the same day they purchase Duo Pro. These users are experiencing unexpected deprovisioning of their Duo Enterprise trial just one day after initiating it.

Current Behavior

1. A user purchases a Duo Pro subscription.
2. On the same day, the user starts a Duo Enterprise trial.
3. The following day, the Duo Enterprise trial is automatically deprovisioned.

Expected Behavior

The Duo Enterprise trial should continue for its full duration (typically 30 days) regardless of when a Duo Pro subscription is purchased.

Impact

This issue is causing significant inconvenience to users who are trying to evaluate Duo Enterprise features while already being Duo Pro customers. It may lead to:

• Frustration among users
• Potential loss of upgrade opportunities from Pro to Enterprise
• Increased support tickets and customer complaints

Steps to Reproduce

1. Create a new account or use an existing one without any active subscriptions.
2. Purchase a Duo Pro subscription.
3. On the same day, initiate a Duo Enterprise trial.
4. Wait for 24 hours.
5. Check the account status and available features.

Additional Information

• Is this behavior consistent across all accounts or only affecting a subset of users?
• Are there any error messages or logs associated with the deprovisioning?
• Is there any correlation with specific timezones or regions?

Proposed Solution

1. Investigate the cause of this premature deprovisioning and implement a fix to ensure that Duo Enterprise trials run for their full intended duration, regardless of when a Duo Pro subscription is purchased.

OR

2. Block the user from starting a Duo Enterprise trial on the same day as a Duo Pro purchase.

Next Steps

1. Confirm the reproducibility of the issue.
2. Investigate the root cause in the billing and provisioning systems.
3. Develop and test a fix.
4. Deploy the fix to production.
5. Monitor for any recurring instances of the problem.
6. Reach out to affected customers and offer to reinstate their Duo Enterprise trials.