Q: Billed for trial on day 5 and couldn't cancel even though 7 day trial - bad
Someone from my staff was doing a 7 day trial with her personal account and was forced to put in her credit card (somewhat understandable). She tried to cancel on day 5 b/c she liked the product and recommended we purchase it for her. Unfortunately your team already tried to run her debit card on day 5 and support has NOT gotten back to her despite numerous emails to Support saying she wanted to cancel (well prior to day 7 - not sure WHY this charge was attempted on day 5 anyway). She was smart and used a card that wouldn't accept the autobill but she NOW has to get a new card. Needless to say this left a bad taste in our mouth because of the billing issues and general experience. Happy to chat about this further offline but this is a major red flag for us so please help us figure out what happened here as she did like it. Thx.
Shariful96421
Jan 28, 2025A: Hi DennyB,
Apology for the inconvenience that your staff had with Unmixr AI. Good thing is that she was not charged due to insufficient balance (that's great and saved us too!).
Usually after starting trial if you end the trial, system will take you to the billing portal and ask you to provide credit card details and confirm subscription.
Until someone does this we will not charge anything.
But yes, we acknowledge the UX need to be improved a bit. I will consider this enhancement in future release.
I am happy to discuss this matter further offline. Please feel free to send us email at support@unmixr.com
Regards,
Shariful
DennyBPLUSAsked my employee for details on what she did and also to include me on her email thread to Supoirt so we can get this sorted. I also signed up for a Premium trial on my personal email and the UX was very confusing requiring a refresh to confirm my trial and then immediate upsell to get me to subscribe. So yeah I agree the trial billing backend is unusual and confusing. Thx.
Ok will work on the trial UX and let me know if she shared her email.
DennyBPLUSShe did share the email she used but I don't want to put it in a public forum and I don't think AS has a way to DM. Do you want me to email you directly? As I mentioned I also asked for her to email support back and include me in the email thread. I think she was also concerned about the lack of reply from Support. Thx.
DennyBPLUSIs site down at the moment? I checked my profile and when I came back to my dashboard everything we zeroes. When I tried to logout it gave me an error and then when I tried to login on my trial account it gave me an invalid username/pass and now it also gives me an error when attempting to login directly with my personal Google account (email deleted from grab). https://share.zight.com/DOuLmp2x
DennyBPLUSSite does appear to be down currently. Please confirm. https://share.zight.com/Apuox54L