Hey @pacifick,
Thanks for your feedback and I understand that you are frustrated but you are very unfair in your review.
I would like to address various points in your review just to clarify it:
never stopped billing us, once a year
That’s because you made a purchase on our site and never cancelled your subscription. All subscriptions are yearly, and this is clearly indicated on the checkout page and in our Terms of Service page (which we link to everywhere).
during the Christmas rush
Because you decided to make a purchase in January (nothing to do with the Christmas rush). Not sure how is that even relevant.
You received a reminder email about an upcoming charge in a month, on January 13th. We try to care about our customers and remind them about this.
This may have something to do with the fact that you cannot unsubscribe easily as they say – “To deactivate this account requires manual steps, please contact support”.
This situation that some (not all) subscriptions can’t be unsubscribed happened due to technical difficulties when we switched to a set of new products back in June and also a new site design this November. All old subscription were grandfathered with old pricing, which we think is the right way to do with our previous customers.
After some consideration, I decided that spending time on actual product improvements (new releases are coming really soon) is more important anyway as we process subscription cancellations promptly upon customer’s request, always. And the majority of customers can do that by themselves anyway in their Account area.
I understand that might not be a perfect solution for all cases, and I apologize for that.
and then there is this in our account profile – “Heads Up!?You do not have a license…
And this has happened because you purchased the license key using 1 email account in 2019, and then decided to renew it using a completely different email account in 2022 (which set up a subscription for you, clearly indicated on the Checkout page and in the ToS). So technically you have 2 accounts on our site. One owns the subscription, another one pays for a license key.
And I could have explained all of that to you via our email support (which you actually used to contact us as well) if you gave us a chance to reply to you. You wrote to email support and here in a matter of minutes. I hope you don’t expect us to reply to your email at “Dec 14, 0:46” on Saturday night about something that could have easily be resolved on Monday?
Regardless, I do appreciate you venting out here, and I wish you a Merry Christmas and a Happy New Year.
Also, your subscription was cancelled, and you will not be charged in January (that’s when your subscription is due to be renewed).
