Getting support for payment

Ask a question
1

Hi Folks,

I have been trying since June to discuss my account with AC. When I try to open a ticket the system logs me out, weird. When I re-log in and navigate to Support/ ticket, click, logs me out…When I have been able to log a ticket it has been marked “solved” with no response or interaction.

I have no idea how to communicate with this company. ugh. We moved to a different provider earlier this year and my subscription was renewed. I have had not luck cancelling prior to renewal and now now luck connecting to figure out a solution.

My hope is that someone here may have a suggestion?

Thanks for the help!

1 Like
2

Hello @colourschemepainters ,
Did you manage to get this resolved?
If not, let me know and I will see whether I can get one of my contacts at ActiveCampaign to look into this.

With kind reards,

Giles Magee
Zephi Limited

3

Hi Giles,

I appreciate your help! No, no response from AC. I would welcome any assistance you may be able to share. Thanks!

4

Hi @colourschemepainters ,
I have reached out to one of the contacts I have at ActiveCampaign. Hopefully they will be able to help get this sorted for you. I assume you really just want a way to make sure your subscription is cancelled, as opposed to needing to be able to access the platform or support?
Do correct me if I am wrong and I will pass that one to them. :blush:

With kind regards,

Giles Magee
Zephi Limited

5

Again, thanks for your help.

I tried to reach them to cancel my account as it has been unused since February. Without luck in doing so my account was renewed for another year. When I was able to open a ticket there was no response to me, but upon further investigation the ticket status changed to “resolved ticket” & I would not be renewed next year. That’s great but did not acknowledge that I have been trying to reach out without luck or response to cancel the renewal prior to that.

I tried to open another ticket and I was unable. That’s when I went to the community for help.

Thanks Giles.

6

Hi @colourschemepainters
When did your plan renew and when did you first reach out to ActiveCampaign support about cancelling it? June right?
I assume you are no longer able to raise a support ticket because the plan has been cancelled, but it surprises me that you are then still able to sign into the account.
I will pass this on and hopefully someone will be able to reach out to you directly to get this resolved.

With kind regards,

Giles Magee
Zephi Limited

7

Thanks Giles, much appreciated!