Unable to cancel subscription for website long removed
What steps have you taken to resolve the issue?
After deleting a website from the platform I am still getting billed for the service. The billing>subscriptions panel is not working: shows the subscription in the listing but does not allow to open the "edit"panel.
Opened a support ticket which gave some instruction, which I followed but did not solve the issue. Then no replies, complained about it and got ghosted.
Tried re-adding the zone with a free plan → listing still shows one subscription with pro plan, edit modal acts as if I were on a free plan and does not allow downgrade
Tried re-adding the zone with a pro plan → listing shows two pro subscriptions each with same name and pro plan, edit modal acts normal but only one subscription may be canceled at a time. Trying to cancel the second one results in the first going back to pro plan.
Billing issues requre a Billing ticket with Support
The billing team has finally acknowledged the issue and manually canceled the subscription. They have assured me that I will receive the refund within the next few days. I will monitor the situation to ensure this occurs.
Overall, I am pleased that the issue has been resolved. However, it is evident that there are significant problems with the billing platform, as I am not the only one who has experienced this issue.
The migration to the new billing system has not been easy and the current active billing incident isn’t helping either, that’s a for sure, but our billing team is doing their best to handle all this inflow of billing related issues.
Checking your internal ticket, I can confirm that a refund was made.
If you have any additional issues, don’t hesitate to ping us back.