I upgraded but the studio still acts like my old plan
This is one of the most common support messages — usually phrased as “I just upgraded but I still see the watermark”, “I paid for Pro but the studio says Free”, or “I upgraded but multicam is still locked”.
Almost always it is one of two things, and they should be checked in this order.
1. Are you logged in under the email you bought the plan with?
This is the most frequent cause and the easiest one to overlook. Plenty of people have more than one email address — a personal one and a work one, or a Google login and a direct sign-up — and it is very easy to buy the subscription on one account and then be sitting in the studio logged in as the other. The second account is still on Free, so the studio behaves exactly as it should: watermark on, Pro features locked.
Ask the user to check which email they are currently signed in with in evmux, and compare it to the address on the purchase or payment receipt. If they differ, sign out and sign back in with the account that holds the subscription — the plan follows the account, not the person.
2. Refresh the studio after buying
The studio reads the account’s plan and permissions when the page loads. If it was already open while the purchase went through in the dashboard, it is still running with the old permissions.
After completing a purchase, refresh the evmux studio page. The new plan, and everything it unlocks, is picked up on that reload. Refreshing is safe — it does not interrupt a broadcast that is already running.
If both are fine
If the email is right and a refresh has not changed anything, it is an account or billing matter rather than something adjustable in the studio: point the user to support so the account can be checked directly. Do not guess at billing states, and never tell someone the payment did or did not go through — that is not visible from the studio.
Answering these
Lead with the account check, then the refresh, then support. Do not call this “a caching issue” — it is not the browser cache; it is which account is signed in and when the studio last loaded its permissions.