Renewed Premium; Now I Have Two Active Licenses

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Viewing 9 posts - 1 through 9 (of 9 total)
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  • April 10, 2020 at 8:52 am #551452
    Preshit
    Participant

    Hi there,

    I received an email about the renewal of my UpdraftPlus premium subscription a few days ago and also saw noticed in my WordPress installations about expiring support. Worried, I renewed my Premium UpdraftPlus subscription yesterday by paying $87 (using fortyoffrenewal) on your website and see that there are now two “Active” licenses listed in my account. Yes, I did check the renewal checkbox during checkout.

    #384404 – Active – Started on May 6, 2019 with Payment Due on May 5, 2020 3:32 pm
    #550702 – Active – Started on April 9, 2020 with Payment Due on April 9, 2021 3:02 pm

    The order that I paid for yesterday is expiring on April 9, 2021 — a full month early. Effectively, I seem to have double paid for this April month in 2020 as two licenses are simultaneously active.

    I have a few questions, as follows:

    1. Why are there two different subscriptions listed in my account, even though I chose the “renewal” checkbox during checkout.
    2. Why doesn’t the renewal extend the Due Date of the current license from May 5, 2020 to May 5, 2021?
    3. Why do I lose out on almost a month of service and support because I renewed early? Should renewing early be rewarded instead of taking a month away?

    Please let me know how I can get this sorted. I really wouldn’t want to lose out on updates because I renewed my license early.

    Also, just some feedback. The whole thing with subscriptions/renewals/licenses is very confusing. I hope you consider working on the terminology.

    Thank you.

    April 10, 2020 at 8:53 am #551453
    Preshit
    Participant
    This reply has been marked as moderator-only.
    April 10, 2020 at 5:03 pm #551779
    Bryle Crodua
    Moderator

    Hi,

    Apologies for the confusion.

    You actually already had UpdraftPlus subscription license which will automatically renew your license yearly.
    Please can you submit a refund request using this form – https://updraftplus.com/paid-support-requests/.
    Just include a link for this topic.

    Thanks,
    Bryle

    April 10, 2020 at 5:13 pm #551790
    Preshit
    Participant

    Hi Bryle,

    Thanks for your response. I have submitted a refund request through that form.

    Also about what you said — In that case, it’s doubly confusing because UpdraftPlus sent me a renewal warning me “Don’t lose your access” and “Renew today”. If these are auto-renewing subscriptions, then I hope you change these emails to say that my subscription will auto-renew that this is just a heads up.

    Thank you.
    /prsht

    April 11, 2020 at 6:33 am #552171
    Bryle Crodua
    Moderator

    Hi,

    I have sent you a reply through our other support platform. Let’s carry on resolving the issue from there.

    Regards,
    Bryle

    April 11, 2020 at 10:15 am #552265
    Frank-Oliver
    Participant

    Same here. I mistakenly renewed a running subsrciption because of a notice on my wp dashboard the license was about to expire.

    Is that some kind of trick to generate additional subcriptions or just a very bad user experience?

    Regards
    Frank

    April 11, 2020 at 4:00 pm #552447
    Bryle Crodua
    Moderator

    Hi Frank,

    Apologies. This happens if you used to have manual license renewal and this should only happen on your first year after you switched. Our email system does not automatically detect your subscription. You should no longer be receiving the notice again next year as our developers have already put a fix to this.

    Again, apologies for the inconvenience this has caused you.

    Thanks,
    Bryle

    April 11, 2020 at 4:57 pm #552474
    Frank-Oliver
    Participant

    Hi Bryle,

    thank you for your response. I already submitted a request for cancellation and refund via the form you mentioned above. But I‘m wondering if it got through because I didn‘t get any confirmation of receipt. Would you be so kind and check?

    Best Regards
    Frank

    April 11, 2020 at 5:04 pm #552479
    Frank-Oliver
    Participant

    The mails arrived alltogether with a mailbox refresh. Must have been a mailserver problem.

    Thank you very much for your assistance. Have a safe and happy Easter.

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