I submitted a contact form on June 17 asking to cancel my 60-day trial, but I haven’t received any reply. I mistakenly signed up using the wrong email address and I want to make sure the trial is cancelled before any charges go through.
I’ve already submitted my details privately via the support form and followed up. I’m posting here because I haven’t heard back and am getting concerned about being charged.
Can someone from the team please check on this or escalate the ticket?
Thank you.
Unfortunately the staff no longer visit the forum very often, so there is no-one here who can escalate tickets anymore.
Your problem will partly be because you used a different email address when signing up and when submitting a ticket.
Although mainly because this is a trial and so even if you have used the correct email addresses you would not (yet) be registered as a paying user anyway.
Which leaves you in a bit of a limbo with support.
The automatic support queue works off email addresses.
If the email you use when sending your request to support is not showing as registered to a current valid licence then you will not be seen as someone who has (currently) paid for support.
As an apparent ‘non-payer request’ your request will be non-priority and it may be a very long time (month or more) before the queuing computer even shows your request to a support person.
PS. Sending more requests will not help - in fact it will slow a response down because each time you send another they all get automatically collected together as ‘further information’ and sent to the back of the queue again.
Sorry but that is the way that things are at the moment.
We all agree that its very unsatisfactory, but there is nothing we can do to change it.
(The UK has a new law coming which will regulate against such “Subscription traps” and make them easier to cancel at any time, but it isn’t in force yet. https://bills.parliament.uk/bills/3568).