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Upgrade plan paid for but not carried through and no answers from support
Phyllis Robinson
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I upgraded my plan and the money was paid for the upgrade, and just as soon as the money was paid, a message came up from MyHeritage and said upgrade not successful. The message said I needed to reenter my information and the page it was wanting me to re-enter was the payment page. I did not reenter this and pay twice. I know my money was paid for the upgrade because I got my confirmation email from PayPal saying that my subscription for the Gold plan had been paid for 1 year. My plan was not upgraded though, and my tree is blank. The information is on the other pages but the family tree page is blank. I looked at my account page just before starting this letter to you, and it still says that I have the basic free plan. I have emailed you several times and gotten no response from anyone at support. I am very unhappy with this. If I had known that you couldn't get any help from support especially where money is concerned, I would never have tried to upgrade my website. I would really like to have what I paid for. I tried the website for only a couple of weeks before I upgraded and was well pleased with everything so I decided to upgrade and after the money changed hands, all the problems started. Please try to get this straightened out for me. Thanks Phyllis Robinson
Phyllis Robinson
Bethel Springs, TN
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RESOLVED
Rhianna W
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Hi dear,

 As per our conversation through support, your site has been upgraded properly. The upgrade begins on April 21, 2008 - no time on your subscription was lost. 

The reason for the delay in upgrade is due to the type of payment used on PayPal. When a "Vcheck" (virtual check) payment is made, with a debit card for example, there is a delay until the time that the payment is cleared.

Please know that this may take several days depending on the bank from which the transaction occurs. 

This is the reason your upgrade did not occur immediately. We currently monitor all Vcheck transactions daily and make the upgrades manually in cases where it is needed.

If you or anyone else made a payment and the upgrade did not happen, please write to support@myheritage.com with PAYMENT in the subject line. We will take care of your upgrade right away without loss of time paid for. 

Rhianna W
Tel Aviv, Israel
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