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Verified Commit 06319cec authored by Kev Kloss's avatar Kev Kloss :m: Committed by GitLab
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Merge branch '476443-troubleshooting-page' into 'master'

Add subscription troubleshooting page

See merge request !164357



Merged-by: default avatarKev Kloss <kkloss@gitlab.com>
Approved-by: default avatarFiona Neill <fneill@gitlab.com>
Approved-by: default avatarJon Glassman <jglassman@gitlab.com>
Reviewed-by: default avatarLorena Ciutacu <lciutacu@gitlab.com>
Co-authored-by: default avatarLorena Ciutacu <lciutacu@gitlab.com>
parents 90183d95 7b1e6d9e
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1 merge request!164357Add subscription troubleshooting page
Pipeline #1437597660 canceled
---
stage: Fulfillment
group: Subscription Management
description: Seat usage, compute minutes, storage limits, renewal info.
info: To determine the technical writer assigned to the Stage/Group associated with this page, see https://handbook.gitlab.com/handbook/product/ux/technical-writing/#assignments
---
# Troubleshooting GitLab subscription
DETAILS:
**Tier:** Premium, Ultimate
**Offering:** GitLab.com, Self-managed
When you use subscriptions for GitLab.com or GitLab self-managed, you might encounter the following issues.
## Credit card declined
When purchasing a GitLab subscription, your credit card might be declined because:
- The credit card details are incorrect. The most common cause for this is an incomplete or fake address.
- The credit card account has insufficient funds.
- The credit card has expired.
- The transaction exceeds the credit limit or the card's maximum transaction amount.
Check with your financial institution to confirm if any of these reasons apply. If they don't
apply, contact [GitLab Support](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=360000071293).
## Error: `Attempt_Exceed_Limitation`
When purchasing a GitLab subscription, you might get the error
`Attempt_Exceed_Limitation - Attempt exceed the limitation, refresh page to try again.`.
This issue occurs when the credit card form is re-submitted three times within one minute or six times within one hour.
To resolve this issue, wait a few minutes and retry the purchase.
## Error: `Subscription not allowed to add`
When purchasing subscription add-ons (such as additional seats, compute minutes, storage, or GitLab Duo Pro)
you might get the error `Subscription not allowed to add...`.
This issue occurs when you have an active subscription that:
- Was [purchased through a reseller](../customers_portal.md#customers-that-purchased-through-a-reseller).
- Is a multi-year subscription.
To resolve this issue, contact your [GitLab sales representative](https://about.gitlab.com/sales/) to assist you with the purchase.
## No purchases listed in the Customers Portal account
To view purchases in the Customers Portal on the **Subscriptions & purchases** page,
you must be added as a contact in your organization for the subscription.
To be added as a contact, [create a ticket with the GitLab Support team](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=360000071293).
## Unable to link subscription to namespace
On GitLab.com, if you cannot link a subscription to your namespace, you might have insufficient permissions.
Ensure that you have the Owner role for that namespace, and review the [transfer restrictions](index.md#transfer-restrictions).
## Subscription data fails to synchronize
On GitLab self-managed, your subscription data might fail to synchronize.
This issue can occur when network traffic between your GitLab instance and certain
IP addresses is not allowed.
To resolve this issue, allow network traffic from your GitLab instance to the IP addresses
`172.64.146.11:443` and `104.18.41.245:443` (`customers.gitlab.com`).
......@@ -517,49 +517,3 @@ existing feature requests in the [GitLab](https://gitlab.com/gitlab-org/gitlab/-
These issues are the best avenue for getting updates on specific product plans
and for communicating directly with the relevant GitLab team members.
## Troubleshooting
### Credit card declined
If your credit card is declined when purchasing a GitLab subscription, possible reasons include:
- The credit card details provided are incorrect. The most common cause for this is an incomplete or fake address.
- The credit card account has insufficient funds.
- You are using a virtual credit card and it has insufficient funds, or has expired.
- The transaction exceeds the credit limit.
- The transaction exceeds the credit card's maximum transaction amount.
Check with your financial institution to confirm if any of these reasons apply. If they don't
apply, contact [GitLab Support](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=360000071293).
### Error: `Attempt_Exceed_Limitation - Attempt exceed the limitation, refresh page to try again`
You might get the error `Attempt_Exceed_Limitation - Attempt exceed the limitation, refresh page to try again.` when purchasing a GitLab subscription.
This issue occurs when the credit card form is re-submitted too quickly within a specific time frame (three submissions within one minute or six submissions within one hour).
To resolve this issue, wait a few minutes and try the purchase process again.
### Unable to link subscription to namespace
If you cannot link a subscription to your namespace, ensure that you have the Owner role
for that namespace and review the [transfer restrictions](#transfer-restrictions).
### No purchases listed in the Customers Portal account
To view purchases in the Customers Portal, in the **Subscriptions & purchases** page, you
must be a contact in your organization for the subscription.
To be added as a contact, [create a ticket with the GitLab Support team](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=360000071293).
### Error: `Subscription not allowed to add ...`
You might get the error `Subscription not allowed to add ...` when purchasing subscription add-ons, such as additional seats, compute minutes, storage, or GitLab Duo Pro.
This issue occurs when you have an active subscription that:
- Was [purchased through a reseller](../customers_portal.md#customers-that-purchased-through-a-reseller).
- Is a multi-year subscription.
To resolve this issue, contact your [GitLab sales representative](https://about.gitlab.com/sales/) to assist you with the purchase.
......@@ -12,6 +12,7 @@ DETAILS:
**Offering:** Self-managed
After you subscribe to GitLab, you can manage the details of your self-managed subscription.
If you experience any issues, see the [troubleshooting page](../gitlab_com/gitlab_subscription_troubleshooting.md).
## Obtain a self-managed subscription
......@@ -600,43 +601,3 @@ After your license has expired:
## Storage
The amount of storage and transfer for self-managed instances has no application limits. Administrators are responsible for the underlying infrastructure costs and can set [repository size limits](../../administration/settings/account_and_limit_settings.md#repository-size-limit).
## Troubleshooting
### Subscription data fails to synchronize
Your subscription data might fail to synchronize.
This issue can occur when network traffic between your GitLab instance and certain
IP addresses is not allowed.
To resolve this issue, allow network traffic from your GitLab instance to IP
addresses `172.64.146.11:443` and `104.18.41.245:443` (`customers.gitlab.com`).
### Credit card declined
If your credit card is declined when purchasing a GitLab subscription, possible reasons include:
- The credit card details provided are incorrect.
- The credit card account has insufficient funds.
- You are using a virtual credit card and it has insufficient funds, or has expired.
- The transaction exceeds the credit limit.
- The transaction exceeds the credit card's maximum transaction amount.
Check with your financial institution to confirm if any of these reasons apply. If they do not
apply, contact [GitLab Support](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=360000071293).
### Error: `Attempt_Exceed_Limitation`
You might get the following error when purchasing a GitLab subscription:
```plaintext
Attempt_Exceed_Limitation - Attempt exceed the limitation, refresh page to try again.
```
This issue occurs when the credit card form is re-submitted either:
- Three times or more in one minute.
- Six times or more in one hour.
To resolve this issue, wait a few minutes and try the purchase process again.
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