# Troubleshooting Amazon Q Developer Pro subscriptions
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If you are having trouble with Amazon Q Developer Pro subscriptions, review the following issues to understand how to resolve them.

**Topics**
+ [Unable to subscribe users](unable-to-subscribe-standalone.md)
+ [Users not receiving activation emails](users-not-receiving-emails.md)
+ [Users unable to use their subscription on AWS websites](unable-to-use-pro-on-websites.md)
+ [Users unable to use their subscription in the IDE](unable-to-use-pro-in-ide.md)
+ [Can't see subscribed users](users-not-appearing.md)

# Unable to subscribe users
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**Problem: Unable to subscribe users to Amazon Q Developer Pro**

**Solutions:**
+ Verify that you have the minimum permissions required to subscribe users. For more information, see [Allow administrators to use the Amazon Q Developer console](id-based-policy-examples-admins.md#q-admin-setup-admin-users). After you obtain the necessary permissions, reload the console page to access Amazon Q. 
+ Check that you're in the Amazon Q Developer console (not the Amazon Q console).
+ Check that you're in a supported AWS Region for Amazon Q Developer. For more information, see [Supported Regions for the Q Developer console and Q Developer profile](q-admin-setup-subscribe-regions.md#qdev-console-and-profile-regions). 
+ Ensure you're following the correct workflow for the type of account you have. For more information, see [Getting started with a personal account (Builder ID)](getting-started-builderid.md), [Subscribe users to Amazon Q Developer Pro in a standalone account](subscribe-standalone.md), [Subscribe users to Amazon Q Developer Pro in a management account](subscribe-management.md), or [Subscribe users to Amazon Q Developer Pro in a member account](subscribe-member.md).

# Users not receiving activation emails
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**Problem: Users are not receiving activation emails**

**Solutions:**
+ Verify the email address is correct in AWS IAM Identity Center.
+ Have users check their spam or junk folders for emails titled **Activate Your Amazon Q Developer Pro Subscription**. 
+ Allow up to 24 hours for activation emails to be delivered.
+ Verify the user was properly added to IAM Identity Center. For more information, see [Add users to your IAM Identity Center directory](https://docs.aws.amazon.com/singlesignon/latest/userguide/addusers.html) in the *AWS IAM Identity Center User Guide*.

# Users unable to use their subscription on AWS websites
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**Problem: Users are unable to use their subscriptions on AWS websites**

When attempting to use Amazon Q [in the AWS Management Console, and on AWS apps and websites](q-on-aws.md), users see the following message in their browser:

`Your account has not been configured to use an Amazon Q subscription. You currently have access to the Free tier of Amazon Q. Contact your AWS administrator to configure your subscription.`

**Solutions:**
+ Verify that identity-enhanced console sessions are enabled (only available with organization instances of IAM Identity Center). For information about how to enable identity-enhanced console sessions, see [Enabling identity-enhanced console sessions](https://docs.aws.amazon.com/singlesignon/latest/userguide/identity-aware-sessions.html).
+ Check that the user has an active Amazon Q Developer Pro subscription. For more information, see [Amazon Q Developer subscription statuses](q-admin-setup-subscribe-status.md). 
+ Verify that you're not using an account instance of IAM Identity Center. Account instances don't support console access. For more information, see [Account instance considerations](https://docs.aws.amazon.com/singlesignon/latest/userguide/account-instances-identity-center.html#about-account-instance) in the *AWS IAM Identity Center User Guide*.

  Users with identities in an account instance of IAM Identity Center can still use Amazon Q in the console but will be limited to Free tier.
+ If the user recently switched from the Free tier to the Pro tier, have them sign out of the AWS Management Console or another AWS website and sign back in again.
+ If you subscribed the user as part of a group, allow up to 24 hours for their subscription to be activated. There might be a delay between the time the user is added to the group and the time their subscription becomes active.
+ Verify that the user's access to the Amazon Q Developer Pro managed application was not revoked or that the managed application was not deleted. Restore access to the managed application if needed.
+ If users don't have an active subscription, try getting them to refresh their page so that they can use the Free tier.

# Users unable to use their subscription in the IDE
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**Problem: IAM Identity Center workforce users are unable to use their Pro subscriptions in the IDE**

**Solutions:**
+ Check that the user has an active Amazon Q Developer Pro subscription. For more information, see [Amazon Q Developer subscription statuses](q-admin-setup-subscribe-status.md).
+ If the user recently switched from the Free tier to the Pro tier, have them sign out of Amazon Q in the IDE and sign back in again.
+ If you subscribed the user as part of a group, allow up to 24 hours for their subscription to be activated. There might be a delay between the time the user is added to the group and the time their subscription becomes active.
+ Verify that the user's access to the Amazon Q Developer Pro managed application was not revoked or that the managed application was not deleted. Restore access to the managed application if needed.
+ Have users sign in with a Builder ID to use the Free tier while they wait for their subscription to become active. For more information, see [Installing the Amazon Q Developer extension or plugin in your IDE](q-in-IDE-setup.md).

# Can't see subscribed users
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**Problem: Subscribed users are not appearing in the Amazon Q Developer console.**

You have subscribed one or more users to the Pro tier, but when you navigate to the Amazon Q Developer console's **Subscriptions** page, you can't see them.

**Solutions:**
+ Make sure you're signed in to the correct AWS account and AWS Region.
+ Try switching to the **Amazon Q** console. The Amazon Q console is able to display users who were subscribed as part of a group, and is also able to display subscriptions across multiple accounts in an organization managed by AWS Organizations.
+ If you switched to the **Amazon Q** console, and still can't see users, do the following:
  + Make sure you're in the correct AWS Region. You will need to be in the Region where your IAM Identity Center instance is deployed. This might be a different Region from your Amazon Q Developer console and profile.
  + If you're using AWS Organizations, try enabling trusted access so that you can see subscriptions in both management and member accounts. For more information, see [Viewing an aggregated list of Amazon Q Developer subscriptions](subscribe-visibility.md).