Subscription renewal issue

BeefAustralia
BeefAustralia Member Posts: 20 Reckoner Reckoner
edited September 19 in Accounts Hosted

Sharing my subscription renewal issue. 13 emails, 2 phone calls over a period of 4 weeks, to change from annual CC payment to invoice. The invoice was paid in Aug 24 and evidence of payment has been provided to Reckon customer service, following this I continue to get emails telling me access to Reckon will be blocked if payment is not made. I have spoken with customer service who assured me the matter was resolved and have since received 3 emails telling me my access will be blocked if payment is not made immediately.

Comments

  • Kris_Williams
    Kris_Williams Member Posts: 3,702 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    when you go into the Control Panel - Account - are the credit card details in there.

    And if you click on Manage Users, then on your username what does it show for the expiry date?

  • BeefAustralia
    BeefAustralia Member Posts: 20 Reckoner Reckoner

    The license expired on the 12 Sep 2024, the email I received today has advised me they have extended the license until the 19th and to pay immediately

  • Kris_Williams
    Kris_Williams Member Posts: 3,702 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    oh dear, I’m afraid all you can do is ring sales again, I’m so sorry, it’s very frustrating. I had a similar thing myself this week, and if you have credit card details listed it is easy to click on the username and click Renew Now. I only found that out 2 days ago

  • BeefAustralia
    BeefAustralia Member Posts: 20 Reckoner Reckoner

    Unfortunately customer service are the problem not the solution.

  • Kris_Williams
    Kris_Williams Member Posts: 3,702 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    yes I get it, I do know your frustration. Can you help @Rav

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Thanks for the tag @Kris_Williams 🙌

    Morning @BeefAustralia

    I'm really sorry to hear you've have a rough experience in getting this sorted. I'm not sure what's gone wrong here but leave this with me for a bit and I'll get some info on what's happening and what the next step is in getting this straightened out.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • BeefAustralia
    BeefAustralia Member Posts: 20 Reckoner Reckoner

    I really appreciate your help

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited September 18

    Hi again @BeefAustralia

    Ok, just speaking with our team about this and need to clarify a couple of details with you. I'm going to shoot you a private message with some info.

    Cheers!

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Actually scratch the above. Our Customer Service Manager is going to give you a quick call to clarify a couple of things and get this straightened out 🙂

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • BeefAustralia
    BeefAustralia Member Posts: 20 Reckoner Reckoner

    My account is now sorted out, there was a misunderstanding on my part aswell as to which account was going to expire. Appreciate everyones help.

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