Auto-Renew hidden across many screens - Please refund!

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  • Updated 6 years ago
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I am trying to cancel the 'auto-renew' for my domain. When I click on cancel on the 'Your Domains' tab nothing happens, and it still says 'auto-renews on'.

I signed up for the free year but have never really used the site. I am furious that the auto payment options seem to be hidden across the website and not clearly labeled. I have since turned off the auto- renew for the service, but still cannot turn off the domain name renewal.

I would very much appreciate a refund for the money that has been taken from my bank account for the following year, and please close down my account.
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Lee

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  • furious

Posted 6 years ago

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Laura Thomas, Social Media Coordinator

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Hi Lee,

We do not make any attempt to hide the auto renewals, but we do treat hosting packages and domain renewals separately so I am sorry for any frustration or inconvenience that may have caused you. I had no problem removing your auto renewal for eztechlab.co.uk as shown below.



Your domain has already been renewed on your behalf and will be active through Aug. 17, 2013 and as such is not eligible for refund. If you opt to cancel your account you will no longer have access to manage your domain settings. For security purposes we do require you to cancel your account yourself. I have provided the steps below should you still wish to do this.

Log into your account.
On the "My Yola" page, click on "Profile" (you'll find it under "Account").
At the bottom of the screen, under "Other account options", click on "Delete account".
Tick off the box beside "Please confirm that you would like to delete your account".
Click on "Delete account" button.
A dialog box will open up, asking you to confirm again that you want to delete your account.
Click on "OK".
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Lee

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You sent me this email. Which reads that my account will expire in 60 days unless I take action and renew it. You even gave me a button to press that helps me to renew it, so to me it looks like I've got to take action and press the button to renew the account

Nowhere does it state that my account will be automatically renewed if I take no action.

It even says if I don't renew now my website may go offline. Well I didn't renew, you did it for me automatically!

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Stefan, Official Rep

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Hello Lee

I'm sorry that you seem to have received the wrong e-mail. Luckily I saw in your Yola account that it isn't your domain that was renewed, but your Yola Bronze package. We are sorry to see you go, but we will refund you for your Yola Bronze package shortly as you requested. Auto-renewal for your domain is disabled, and it will expire in August 2013.

Closing down your account will not be necessary as your account is downgraded to a Yola Free account which gives you the opportunity to come back to Yola at any time without having to start from scratch.

If you'd still like to close down your account, you can delete it as described in our tutorial Deleting your account.

If you have any questions, we will be happy to help.
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Caleb Nathaniel

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I had the same auto-renew issue, I didn't know this was going to happen and didn't get an email about it. I think I've turned it off now, can you check? And if you are really nice you will refund my money since I do feel like I was tricked into a "free" account that wasn't free and that I don't actually want. Thank you.
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Laura Thomas, Social Media Coordinator

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There's no account information in your profile. Please submit a request to support here with your account details and we'll be happy to assist you.
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Caleb Nathaniel

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Request submitted.
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Gop

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Hi Laura,

The whole renewal business has come up many times as you have attended to and others.

This aspect is buried and quite difficult to navigate intuitively... then do it again for either the domain or the hosting.

It would really help customers if there was a separate tab in My Yola labelled as obviously as Payments: Renewals & alterations or similar, at the very first level of our accounts. This tab should float above the subsequent levels as details of domains and additional subscriptions one can lose the plot in the descent to the specific detailed information on these aspects.
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Josh Bobinger

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Hi,
How do I turn my website package (Bronze) to not be auto-renewed?

It says "Renews on: Feb. 21, 2013". However, I'm planning to take my domain elsewhere and don't plan to re-new the Bronze package.

Thanks
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Laura Thomas, Social Media Coordinator

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Hi Josh,

You need to submit a request to support here and we will remove the auto renewal from your account.