Bill Katula Posted January 20, 2023 Posted January 20, 2023 Customer upgraded their subscription from a monthly to yearly, but the expiration date is still showing for the monthly. Are they going to get charged again when the expire date is reached? Is having it set to "Difference between the renewal prices pro rata." for upgrades/downgrades the reason? ver 4.7.4 Thanks
Jim M Posted January 20, 2023 Posted January 20, 2023 I see that the user started out on Silver Annual and then on December 22, 2022, renewed Gold Monthly. Was something done manual there to achieve this?
Bill Katula Posted January 27, 2023 Author Posted January 27, 2023 This is all the history that the forum seems to have for that customer. Appears the silver annual expired and they renewed later as Gold Monthly.
Bill Katula Posted January 27, 2023 Author Posted January 27, 2023 This is another that had the same issue and did double charge when it reached the expiration date of the Gold Annual subscription on Jan 29th even though it was downgraded to Bronze Annual days before.
Jim M Posted January 27, 2023 Posted January 27, 2023 We would need to look further into this for you, however the access details on file appear to be incorrect or missing. Could you please update these details by visiting your client area, selecting the relevant purchase, then clicking "Review/Update Access Information" under the "Stored Access Information" section. We look forward to further assisting you.
Bill Katula Posted March 7, 2023 Author Posted March 7, 2023 On 1/27/2023 at 2:34 PM, Jim M said: We would need to look further into this for you, however the access details on file appear to be incorrect or missing. Could you please update these details by visiting your client area, selecting the relevant purchase, then clicking "Review/Update Access Information" under the "Stored Access Information" section. We look forward to further assisting you. Hi Jim, Sorry missed the notification for this reply. The access details have been updated. Would appreciate the assistance trying to resolve this issue. Thank you
Jim M Posted March 7, 2023 Posted March 7, 2023 Thanks! I've moved this to a ticket so that we can better investigate this issue more closely. Please watch your email for further communication.
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