Hello,
After upgrading to the Professional plan, I was downgraded back to the Starter plan (24 hours later), even though I had paid for and been charged for the Professional plan.
I opened a support ticket but haven’t received a response. Has anyone else had the same problem, and how can I resolve it and switch back to the Professional plan without having to pay again? Keep in mind that I’ve already set up an annual SEPA direct debit.
Best answer by Celine_
Thank you for following up, and I sincerely apologize for the confusion.
I checked internally with the team and can confirm that your support case was closed by mistake before a response was sent. I’ve flagged to the internal team.
I was able to get an update from the support team directly, and they are currently investigating the cause of the issue. Since this involves your account, we'll continue the conversation through your support case rather than here in the Community.
I've asked the team to follow up with you there as soon as they have an update. Thank you again for your patience 🙏🏼
Update: The support team has replied and solved your request. Please check your inbox when you can, thank you! I’ll go ahead and close the topic here.
Hey
I can also see that you have already reached out to the support team via the secure form, thanks for doing it. I’ve added a follow-up note to the team. They will investigate and get you back directly via your support case. Thanks for your patience while they are investigating it!
Hello,
Thank you for your message, but I just noticed that the status of my ticket has been changed to “resolved,” even though no support representative helped me or explained what the problem was.
So I’m still on the Starter plan, even though I just spent 230 euros on the Professional version. Could you please ask someone from the billing department to contact me privately to resolve this issue and not mark the ticket as “resolved” when nothing has actually been resolved?
Thank you for your help
Thank you for following up, and I sincerely apologize for the confusion.
I checked internally with the team and can confirm that your support case was closed by mistake before a response was sent. I’ve flagged to the internal team.
I was able to get an update from the support team directly, and they are currently investigating the cause of the issue. Since this involves your account, we'll continue the conversation through your support case rather than here in the Community.
I've asked the team to follow up with you there as soon as they have an update. Thank you again for your patience 🙏🏼
Update: The support team has replied and solved your request. Please check your inbox when you can, thank you! I’ll go ahead and close the topic here.
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