Our billing process and customer management of billing information is provided by Zoho Billing, a  third-party billing portal. 

However, some customers are encountering an issue: when attempting to access the billing portal, they receive an error message stating, "New users should register before using the SAML Authentication. Please check with your administrator."

This error arises because the customer's email address includes a "+" symbol in their username. Unfortunately, our billing portal provider does not support or correctly interpret this symbol, and as a result, we're unable to activate portal access for such users.

To resolve this issue, customers need to update their email address on their account, removing or replacing the "+" symbol. 

After updating their email address, customers should then reach out to our support team to have their portal access enabled. This step is necessary to ensure smooth access to the billing portal for managing their subscriptions.