Hi Mark,
Sorry to hear that!
First, let me clarify the difference between the “Migrator” and “UpdraftClone” products, which is much more than merely semantic. “Migrator” is a WordPress plugin that allows you to copy your website onto hosting you control (great for permanent website copies). “UpdraftClone” is an automated service that clones your website onto our own hosting (great for temporary clones and testing changes and then throwing away). You can see a comparison table between the two on the product page here: https://updraftplus.com/updraftclone/ .
Since UpdraftClone includes ongoing web hosting on our servers, naturally it’s not a “single pay for life” product (since sadly datacentres won’t lease us servers and electricity free for life!), and so the product titles include “Monthly Subscription” in the title, e.g. “5 tokens, Monthly Subscription”, and this is also explained in the first paragraph of the product description on the shop page. You can cancel at any time you wish with no consequences.
You say there is “no mechanism for dispute”, but happily this is not so; simply open a support ticket in any of our customer channels (ticket, forum) at any time, and our customer service team will be happy to refund you any unwanted/unintended purchase.
We will look into the unexpected £1 charge; our payment vendor says that many banks add these temporarily to authorise your card, and then remove them – https://support.stripe.com/questions/unexpected-1-charge-on-customers-bank-statement . So it may be that.
I hope that clarifies things for you. ww.wp.xz.cn rules don’t allow provision of support for commercial products in their system, so if you want to talk further please open a ticket in our support system or in the forum on updraftplus.com.
David
The support process does not have any mechanism for dispute as you suggest.
These are the choices…
I am having license issues
I want to release a license
I need ongoing usage support
I need restoration support
I have a feature suggestion
This is GDFPR/CCPA related enquiry
Not included “I have a billing enquiry”
I would argue that a clone you control that can’t be migrated to a site with the clone license to a site that you also control illustrates the grasping nature of your tech and your explanation of clone v migration is as semantic as it gets. I recommend alternative migration tools.
What’s more The clone process did not work and had to be manually migrated from a backup
Hi Mark,
I note that you’ve repeated that you believe the difference between the Migrator and Clone products is simply semantic. This means that I’ve failed in my attempt to explain them to you. One of them is a piece of software you can download and install to move your WordPress installation around. The other is a rented virtual private server that hosts a copy of your website. They are separate code bases, because their scope is vastly different.
If none of the support reasons given in the drop-down exactly fits your case, just choose the one that is closest. Nobody’s going to ignore you on a technicality, so don’t worry about that. There’s also the support forum (which is also attended by our paid staff).
Best wishes,
David
P.S. I’ve now added “I have a billing issue” and “Other” to the “What kind of support request?” selector so that if you need to use it in future there won’t be any confusion.
