Forum Discussion

mediateca's avatar
mediateca
Active Contributor
5 years ago
Solved

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. ...
  • 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. 

    • mediateca's avatar
      mediateca
      Active Contributor
      5 years ago
      Great. Thank you.
      • AshC's avatar
        AshC
        Retired GoTo Contributor
        5 years ago

        I've tested the billing info on file, but received the same error.  This indicates the bank account has an issue withdrawing for the annual plan, and you should reach out to see why they are denying these attempts to upgrade.