Annual Licence Canceling / Changing - Refund Policy

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1

Hello,

Our Licence just has been renewed on the Monday 16 automatically.

The problem is that it has been done on our old payment card. ( she cannot support anymore this type of paiement)

Also we would like to update our plan from Pro to Organization, and the renewall has been done on Pro.

What can we do ?

Is it possible to cancell the current and new Annual Licence and subscribe to a new annual Organization licence with the new card ?
Wil we receive a total refund on the old paiement card ?

Or If we update the plan ( for an annual Organisation plan) with the new card, will it refund ( the annual Pro Licence) on the old card ?

PS : We are a EU Company

4

Hi @Alberic - apologies for inconvenience this has caused your team. When it comes to billing issues of this nature, we need to have our support team assist you. Unfortunately, any adjustments that need to be made to payment methods, refunds, etc. have to be done via email for security and privacy reasons.

I do see that you have an open support ticket, and that you are currently working with Mercedes to get this situated. If you have additional questions outside of this, please feel free to create a new topic :grin: