Dear @aylonlimited,
Thanks a lot for reaching out.
We are very sorry to receive your message, as well as read the review you left.
Anyway, we would like to gently remind that we are a subscription based service and our users are being automatically charged annually to get support and update for a year.
The renewal happens only in case the user is subscribed for automatic renewal.
So kindly ask you to login to your account to check your subscription and cancel it in case you need not to be charged automatically.
You just need to click on “Cancel” button as it is shown in the screenshot below:
https://www.awesomescreenshot.com/image/14266539?key=aa270ad7f73c093c7ed28407534818ac
Also may I ask you to share a screenshot with us how you tried to contact us?
Did you try to contact us via live chat or via email.
Anyway, you can contact our support team via [email protected] or share the answer here in the forum.
Sorry for any inconvenience,
Thanks a lot,
Popup Builder Team
Thread Starter
aylon
(@aylonlimited)
If I go to “https://popup-builder.com/#support”, there only one way to realistically contact you: open a ticket. And pressing that button does nothing, like I said before. The only other button is “Support forum” which is where I left my post.
How would I find your email on your website, if not in the “support” section linked in the header?
The “account page” for whatever reason doesn’t even load, so there’s no way for me to check if there’s the “Cancel” button that definitely wasn’t there a couple weeks ago, since I spent a good day looking for it before leaving this review: https://i.imgur.com/a1Jx9Rk.png
By the way, a simple renewal warning email would’ve done WONDERS for this situation, instead of silently renewing without even an email since last year.
Anyway, I’m kindly asking to cancel my subscription (since I CANNOT login on the website and reach the account page), and refund the last subscription renewal you took since I’m not using the plugin. I will edit my posts once this mess is over.
Dear @aylonlimited,
Thanks a lot for your reply.
The way you mentioned to contact us is one of existing ones and it works.
We checked it for several times and each time “Submit a ticket” was clicked we were redirected to our live chat window.
Another way to contact us is just clicking on live chat widget and live chat window will be open.
https://prnt.sc/201642a
We are very sorry if the mentioned options did not work for you and we are not sure why it can happen. Anyway, you can still try it with any other browser to make sure it still does not work for you.
You can contact us concerning the mentioned above issue and concerning your request to cancel subscription and process a refund via [email protected].
Anyway, the refund can be processed if the plugin has not been used after renewal.
Thanks a lot,
Popup Builder Team
Thread Starter
aylon
(@aylonlimited)
I sent an email to the address you specified, so I’ll mark this as resolved.
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This reply was modified 4 years, 6 months ago by
aylon.
Dear @aylonlimited,
Thanks a lot for your reply.
Though we have communicated concerning the case via email, I am mentioning here that we have cancelled your subscription from your account and refunded the renewal.
Thank you again.
Best,
Popup Builder Team
