Feature locked by flag (despite tier)
Your tier should include a feature, but it's still locked — likely a Super Admin override.
Steps
Confirm your tier includes the feature. Settings → Billing → Features card. Green check next to the feature.
Hover the locked element. Tooltip may say "Disabled by platform admin" or "Custom configuration".
Cause: Super Admin override. A platform Super Admin can override individual feature flags per tenant — sometimes for trials, sometimes for compliance, sometimes by mistake.
Open a service ticket. Top nav → Service Tickets → + New ticket. Category: "Feature access". Describe what's locked and why you expect it to be on.
Or contact your CSM directly. Enterprise tier customers have direct CSM contact.
Platform support investigates. They check the flag override table. If override is intentional (e.g., compliance hold), they explain why. If unintentional, they remove the override.
Verify after fix. Refresh the page; feature should now be available.
Document for your records. Note the ticket ID and resolution — useful if it recurs.