I’m experiencing an issue with our subscription. We are using the Pro plan with two seats. Unfortunately, the subscription has been removed from our dashboard … for the third time. The first two times, we subscribed again because we thought it was a mistake and needed to use the pro features. We are now charged for three subscriptions/month, and none of the plans work in our dashboard. Unfortunately i do not get any response on my ticket: 20790
As we are in a sprint and have to finish the project on Friday, we are in significant need to get that fixed quickly. I really do not want to subscribe again to be charged 4times for one space….
I reviewed your request (20790), and as my colleague @Rahulj08 mentioned, you currently have three spaces on Pro plans. You also have multiple organizations and spaces, with some of them on Free plans.
If you do not wish to maintain three active subscriptions, please cancel the ones you no longer need.
Here are the three spaces currently on a Pro plan:
ORG ID: b82ec57f2a4044a8b9fb0fdbf2377f7d Space API: b82ec57f2a4044a8b9fb0fdbf2377f7d Space name: EXOPEK Website
Hey Sheema, thank you for reaching out. I really would like to unsubscribe. But, that is where the problem has its foundation. In our Account we are set as free plan. Please see the Screenshot attached. That is why I’ve already contacted the support on 25th of June, wondering about more than one charge on our account, kindly asking for refunding.
It was said it could be connected to a “glitch”. Please see support answer:
”I might be caches or a temporary glitch because we still have the Pro plans with accounts.
Please try to refresh your caches once and see if it works for you.”
I really do not know what went wrong with the subscription status and payments. But, meanwhile we got charged the third time for three subscription, having only one account in use. You can definitely see it in our logs that we are only using one space… We really like builder and would like to keep it in our techstack and are hopefully looking forward to a support as great as builder is.
Hey @exopascal I completely understand the confusion here. You need to make sure you are in the correct space to cancel the subscription. Could you please make sure you are in the correct space?
Hey Sheema, oh hell… Meanwhile, I cleared everything up with Rahul. We have to admit it: in the end, we totally messed it up ourselves. For months, we thought Builder had a “glitch” because we were paying for three spaces instead of one. However, it turns out we didn’t understand the difference between spaces and organizations and never even looked in the right place to cancel the subscription.
Big thanks to the support team, who remained extremely calm and patient while we were panicking about our finances. They handled everything very accurately — we were just the confused ones all along .
Lesson learned: Builder works perfectly. We just didn’t. And now, we can only hope the team will be indulgent with our mistake and help us out by refunding or at least crediting the payments we weren’t able to cancel .
Hi @exopascal Could you please ensure that the subscriptions on the spaces you no longer wish to use are canceled and share a confirmation with me? Once confirmed, I can check internally to see if any potential refunds are possible.
I upgraded to the 2-seat Pro plan yesterday. However, immediately after purchasing, I noticed that all of my tokens/agent credits had disappeared. My balance was at or near zero right after the upgrade, which doesn’t seem correct.
Unfortunately i do not get any response on my ticket: 22247
Could you please look into this issue and restore the correct number of credits for my account?
Please help me out, we love using the builder
Cheers,
Jure
Thank you for your assistance, and please let me know if you need any additional details from me.
Hi @JureSm I see @Rahulj08 is working on your request and has responded on the request as well. Let me know if there is anything else I can help you with.
Meanwhile, I cleared everything up with Rahul. We have to admit it: in the end, we totally messed it up ourselves. For months, we thought Builder had a “glitch” because we were paying for three spaces instead of one. However, it turns out we didn’t understand the difference between spaces and organizations and never even looked in the right place to cancel the subscription.
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