Your project has been downgraded

  • Resolved John

    (@johncharlton)


    2 years, 1 month ago

    After using statcounter for many years on scores of websites, my account has suddenly stopped working. 48 hours after submitting a support ticket, I have yet to receive any reply.

    I do not have a paid account, so why would I be downgraded and why can’t I access anything other than a message saying I need to upgrade.

    Here is the message I get when I log in:

    Hi John,

    Your projects have been listed for downgrade to the Basic plan.

    This may be because you made this request or your payment subscription has been cancelled or your paid period has expired.

    The following options are available:

    1. Upgrade your project again to retain all data

    2. If you think a mistake has been made, check your payment methods before you contact support.

    3. Confirm that you wish to downgrade your project, resulting in data loss.

    My issues:
    1. I can’t upgrade again because I never upgraded before. All my projects retain only the last 500 visit worth of data on each project.

    2. I do not have any payment methods on file with you because I don’t have a paid account. I have contacted support, but you do not answer. First support contact form message sent Monday morning, well over 48 hours ago.

    3. Clicking on downgrade your project still does not give me any access to my projects. Yes, I tried that.

    Please help.

    • This topic was modified 2 years, 1 month ago by John.

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)

  • Hi John,

    Very sorry for the confusion here!

    Please login, click Downgrade, then scroll down, there will be a project highlighted in red. Please make sure the log size is 500. Then click the “pay now” button at the bottom (there is no charge). On the next pay enter your password.

    What happened here is one project was on a free trial, and that has ended. So now the systems wants you to downgrade that project to the normal free size.

    Please accept our apologies for the inconvenience!

    Kind regards,
    Rory
    Statcounter team

    Thread Starter John

    (@johncharlton)

    Thank You Rory. That solved it.

    The UI on that notice really doesn’t work. You need to indicate to people that they have to scroll down past the large empty section of the page to see anything. Even then, it makes no reasonable sense to downgrade to a free account and then click Pay. Some additional instruction there would have solved it. I’m a little surprised because your plugin and website are usually so intuitive. Anyways, thank you again for your help.

    I also now know not to ask for support through your contact page as 4 days has passed without no reply there.

    Hi John,

    I have sent your feedback to our team. Very sorry for all of the confusion and inconvenience here!

    I will double check our email inbox and see what happened to your other message. It should not have been missed! We check the emails daily and your message should have been replied to quickly.

    Please let us know if you ever need anything.

    Kind regards
    Rory
    Statcounter team

Viewing 3 replies - 1 through 3 (of 3 total)
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