A locked (greyed-out or unavailable) feature in Event Design App has one of several causes: your plan, your credit balance, a failed payment, a pending plan change, company settings or roles (company accounts only), or the item itself. Read the exact message: it names the requirement, such as requires Plus or Pro or needs more credits, and each one has a different fix.
You click something and it won't open, or a model you can see won't place. "Locked" isn't one problem. It's at least six, and the fix for each is different, so the first job is to read the exact message.
📺 Upgrade, Buy Credits, Open Billing, and Cancel Correctly — Video Lesson - if the lock is about your plan or credits.
Find the message you see in this table to learn what it means and what to do.
What you see | What it means | What to do |
|---|---|---|
Available on Plus or Pro on a catalog model, table item or place-setting item | The model is outside the Free starter set. | Upgrade, or pick a model without the label. |
[Feature] requires Plus or Pro, or Catalog model requires Plus or Pro | Your plan doesn't include this feature. Free has no AI tools. | Upgrade. See Understand Free, Plus, and Pro plans. |
[Feature] needs more credits, with This action needs N credits. You have M. | Your plan allows it but your balance is short. | Buy a pack or wait for refill. See Buy additional credits. |
Plan request pending | A plan change on your account hasn't completed. | Wait for it to complete. You can't pick a new plan meanwhile. |
Payment required, with Paid AI features are paused until payment is confirmed | A subscription payment failed or is incomplete. | Choose Resolve payment (owner or billing admin). |
Contact your company owner or administrator to upgrade your seat | Your company seat is Plus and you can't change it yourself. | Ask your owner or administrator. |
A button that is grayed out (greyed out) with no plan or credit message | A required input is missing. | Read the form. For example Generate 3D Model stays disabled until a source image is added. |
The interface shows some locked actions on purpose so you know the feature exists. Access is still checked when the action actually runs, so a button that looks available can still be refused.
The app refuses an action for four separate reasons.
1. Plan. What your tier includes. Free has the starter model set and core tools, with no AI. Plus and Pro add the full model library, AI tools and Google Maps import.
2. Credits. Your plan allows an AI action but your balance can't cover it. Access, balance and valid input are three separate requirements; a disabled AI button isn't always a credit problem.
3. Company settings and roles (company accounts only). Companies can separately control access to global models and global textures. A role that can place models doesn't automatically get catalog management permission. And only authorized people see role-specific actions at all. If a coworker sees something you don't, compare roles and company settings before comparing plans.
4. The asset itself. Even with full access, an item can be missing or limited because of its scope, its review state or the object's materials.
⚠ A plan upgrade does not fix every catalog problem. If an item is blocked by company settings or scope, a higher tier won't change it.
The catalog is the library of models (items or products, like tables and chairs) you place in a plan (layout). Work down this list before assuming it's locked:
Check your search. Search is literal. In the Academy lesson, "Round Table 60" returned nothing, while the shorter "table" returned matching items. That wasn't a plan restriction.
Check the category you're browsing.
Check the asset's scope. A saved model's record shows whether it is Global or company. A company asset belongs to its workspace. Your generation history shows your own runs, but personal history isn't a separate catalog scope.
Check company restrictions. Ask your workspace manager whether global models are allowed.
Check the asset's review state.
When you select a placeable model, the editor shows Ready to place. That means the model can enter the placement workflow for your account. Press Escape to cancel the placement preview without adding it.
A texture or linen (tablecloth) applies only when two things are both true: you have texture access, and the object supports that material.
Different objects offer different controls. Some have no compatible linen slot at all.
In the Academy lesson, one table assembly (42 objects selected) offered 55 linen options. Selecting Dark Blue only highlights it as a pending choice. Apply commits it to the compatible objects in the current selection, and only that selection changed.
If a texture is unavailable, check texture access and what the selected object supports.
If you believe your access is wrong, contact your workspace owner or support. Include:
The exact feature or item name
The exact message you saw
Your account email and, if relevant, your company name
Your plan or seat type
The exact wording matters. needs more credits and requires Plus or Pro lead to completely different answers.
Every AI tool is locked. You're on Free. Upgrade to Plus or Pro.
I upgraded and it's still locked. Reopen Subscription and confirm Current plan changed. If the message is about credits, payment or company settings, the plan wasn't the problem.
It says I need credits but I just bought some. Check Subscription for the purchased balance. If the purchase isn't showing, see Buy additional credits.
A coworker on the same plan can place a model I can't. Your roles or company access settings differ. Ask the workspace manager.
"Payment required" is blocking everything. Paid features pause until the payment is resolved. Owners and billing administrators use Resolve payment; everyone else contacts them.
Search shows nothing but I know the model exists. Shorten the search text, remove the category filter, then check scope and company restrictions.
A button is disabled and there's no message. Look for a missing input such as a source image, name or selection.
Available on Plus or Pro on a catalog model, table item or place-setting item means the model is outside the Free starter set. Upgrade to Plus or Pro to use it, or pick a model without the label. A plan upgrade will not fix items blocked by company settings or asset scope.
The message This action needs N credits. You have M. compares the action's cost with your current balance. Check Subscription for the purchased balance. If the purchase is not showing, refresh the page and check your credit history before buying again, because a redirect back from checkout is not proof the purchase finished.
This applies to company accounts. A plan sets the ceiling but company settings and roles can lower it for individual people. Companies can separately control access to global models and global textures, and a role that can place models does not automatically get catalog management permission. Compare roles and company settings with your workspace manager before comparing plans.
A Payment required message with Paid AI features are paused until payment is confirmed means a subscription payment failed or is incomplete. Owners and billing administrators choose Resolve payment to update the payment method. Everyone else contacts them. Features resume only after payment is confirmed, and this is not a plan lock.
Catalog search is literal, and a missing result is often not a lock. In the Academy lesson, "Round Table 60" returned nothing while the shorter "table" returned matching items. Shorten the search text, remove the category filter, then check the asset's scope (Global or company) and ask your workspace manager about company restrictions.
A grayed-out button with no plan or credit message usually means a required input is missing. Read the form for a missing source image, name or selection. For example, Generate 3D Model stays disabled until you add a source image, and that does not mean you are out of credits.