Forum Discussion

mediateca's avatar
mediateca
Active Contributor
5 years ago

Trouble upgrading Monthly suscription to Annual.

Hi,

A couple of days prior to the end of our monthly suscription (500 users) we attempted to upgrade to an annual plan, but the system wouldn't allow us, and then the monthly plan was auto-renewed.

While I can imagine a few logics behind that, I have a vague memory of some post suggesting that we might need to contact GTW staff to coordinate this kind of suscription change.

The card's credit should not be a problem as this was approved by the account's officer.

 

Any assistance will be appreciated.

Rod.

 

  • AshC's avatar
    AshC
    5 years ago

    I'll investigate why this is occurring with out commerce team.  Thanks for your patience, Rod. 

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    Hi Rod, can you say what happens when you try to purchase the annual plan?  The monthly remaining amount should prorate over to the new subscription as well. 

    • mediateca's avatar
      mediateca
      Active Contributor
      5 years ago

      Hi,

      Sorry I couldn't reply earlier, I am not the person in charge of the renewal and I just had to let this slip to the next renewal in order to get a screen capture...

      So, I am attaching a capture of the message. As satated above this happens when we try to change our montlhy plan to an annual Pro plan.

       

      It would translate to something along the lines of

      "We're sorry, but the transaction could not be proccessed right now. Try again later."

       

      Credit on the card shouldn't be an issue AFAIK.

      Thank again.

      Rod.

       

       

      in advance.

      • AshC's avatar
        AshC
        Retired GoTo Contributor
        5 years ago

        I'll investigate why this is occurring with out commerce team.  Thanks for your patience, Rod.