Cancel Auto renewal

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  • Question
  • Updated 3 years ago
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I wish to cancel auto renewal and delete my account but not give that option under My Account what do I do
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orioncleaning@email.com

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Posted 6 years ago

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Stefan, Official Rep

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Hello Orion Cleaning

Would you mind sharing with us why you'd like to cancel your Yola account? Have you got any questions or problems that we could first try to assist you with?

Please also provide your login e-mail or your domain name for us to track your Yola account in our system and assist you further best. Thanks.
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Natasha Moorer

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Could you please simply give a direct answer rather than a scripted response. Customers would like the option to easily cancel automated renewal without having to pass a test or placed under a microscopic glass. Maintaining personal control over when or whether customers renew should be left up to THE CUSTOMER. I get that your goal is to keep customers happy. However, your approach slightly borders on unprincipled and disreputable business practice when something as simple as cancelling auto renewal is so deeply embedded under a series of cat and mouse games and catch me if you. I too would like to cancel auto renewal for the simple fact that I want to be cognizant of when MY bank account is being charged. I would appreciate a no nonsense, no-run around response. Thank You.
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Laura Thomas, Social Media Coordinator

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Hi Natasha,

We agree that as the customer you have the ultimate control over your account and I'm sorry to see that Stefan's attempt to determine if there was something we could assist with upset you.

As this is a public forum, we are unable to accomodate account cancellation requests here. We do require these be handled via direct support in order to confirm user identity and ensure we are only acting at the request of the account owner. It is not meant to be complicated, however we do want to be sure we have done everything in our power to assist members before canceling. That said, we'll happily assist you without any further attempts at retention if you submit a request to support here from the email address associated with your account and reference this thread by including a link.
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Dave Campbell

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Hi

Are you saying you have no option avaible on your site to cancel your auto renewal?
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Gop

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Hello Dave,

There's no online function that enables cancellation. Yola are asking for direct communication by message or email. It's obviously annoying for a number of users.

Hoping this will be developed soon.
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Dave Campbell

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I am unable to find any such options. Similar questions by others are met with vague and obstructive responses which doesn't answer the question?

This reply was created from a merged topic originally titled
How do a cancel my auto debiting on my card ?.
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Calie Michelle

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Would like to add that initially I had an option to remove auto-renewal...which i DID! and my account was still debited when I returned to the site to check after recieving my statement, this option had been REMOVED and RE- set to auto renewal. I am furious and believe this to be a disgusting breach by YOLA under all financial regulations. The previous comments are correct that this is answered by vague side-stepping responses to the topic. UNTRUSTWORTHY, will not be recommending or using again.
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Gop

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Hello Calie,

This is a recurring criticism by many users.

It turns out that after you make a manual renewal you then need to contact Yola again by message/email and request that they remove the auto-renewal again. It re-activates after each manual renewal it seems.

I doubt that it would be a breach of regulations but more so it is an annoyance for some customers and there has been no positive response offered by Yola on this process. I hope that this auto-renewal opt out can be sorted with a definite pro-action on customers wishes. Many people resent the apparent locked-in philosophy in all kinds of purchases and processes. There must be a more customer considerate and less patronising method offered.

It's a shame that some customers are turning away with dissatisfaction on such an easily sorted process.
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Calie Michelle

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and yet the manual renewal option has been intentionally removed altogether as far as I can tell.
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Calie Michelle

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Complete joke and bordering on scam imo. Have contacted CS to completely delete my account im anticipating the run around before I get a result.
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Calie Michelle

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also imo it is a breach if I have previously turned off auto renewal and my account debited regardless.
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Laura Thomas, Social Media Coordinator

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Hi Calie,

Our Payments team will be happy to work with you and ensure your account is managed properly. Gop is correct that you agree to auto-renewal again during renewal but other than that we do not reactivate auto-renewal. It can be confusing because auto-renewal must be disabled for all of your subscriptions, so it's possible you removed it for hosting but not for your domain, or vice versa. Again, this is all easily managed but must be done via direct support to verify your account ownership.
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Gop

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@Laura:
You know that is playing with words. If a customer doesn't know/understand the unclear process then you cannot argue that and it is misleading "...they agree to auto-renewal again.", because they simply don't agree as they have stated time and again. What customers want is a very clear and transparent idea of the process which it currently is not. They also want a better alternative which is within your power to deliver.
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Laura Thomas, Social Media Coordinator

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I appreciate your point of view Gop and we are open to suggestions for how to make it more clear, but it is not intentionally misleading. In the renewal process, auto-renewal is detailed and agreed to again, which is why it would need to be removed again. This is standard for subscription services.
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Gop

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Hi Laura,

The offering of the two options: Auto or Manual at the Account payment CP.

If the user has selected Manual renewal then at that time of renewing a notice shown stating that they are registered to renew manually in a years time. No need to contact CS at all(?)

A prompt asking whether they wish to continue with the manual renewal next year or would they like to change to auto-renewal. (No need for communication with CS)

A customer would also benefit from an option of being able to switch from manual to auto at any time. (Excluding a lock-out period if the actions precede the date of renewal which they do it seems by a few weeks. This must be clearly explained at that time.) This may be for a personal finacial reason or at a time a new credit or debit card is renewed with the change of validity period and ? change of the CVV or similar with a new card renewal. (No need for contact with CS)

Summary of the account sent automatically on the completion of any change and the same summary shown very succinctly in the users account page of My Yola.

An explanation of the process of renewal including the details of the procedure, easily discoverable on the site. (Not to be included in the FAQ but rather listed under eg: "Need help?" in the footer and a single entry in the directives section, not buried in a pile of other documents.)
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Laura Thomas, Social Media Coordinator

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Thanks for your detailed feedback Gop. I can certainly see the benefit of some of your suggestions and I am happy to pass them on to our product team.
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Gop

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uypoi

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Something as basic as removing auto renewal, or being able to switch between manual renewal and auto renewal at any time is a MUST.

Also why is cancelling domain renewal tucked away and separate and hard to find? (its also confusing for people who cancel domain renewal and mistakenly assume they have cancelled auto renewal for the yola package which is easy to confuse - no wonder you have angry customers who have been unexpectedly billed) that option NEEDS to be there as an option along with options to opt out (or in) with auto renewal of the yola packages.

Also for those of us who have many sites some with domains and some without its helpful to be able to discontinue and recontinue renewal options for domains as well as yola packages from the same page and this NEEDS to be clearly visiable, accessible and usable.

I wish to discontinue from Yola bronze. My main reason for this is because I dont feel comfortable paying almost $100 a year and not even have the basic control to take off a payment method and stop auto renewal for the packages.
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Michael Gman

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Are you serious?!!?!? Well I just delete my paypal then! Smh! I just don't have the money for the bill! So you guys can just take off auto renew? Or I gotta delete my paypal or put a no money credit card thats not linked to my bank account to get the auto renew disable?
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Stefan, Official Rep

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Hello Michael

Please note that when you purchased your Yola product, you agreed to the auto-renewal policy on the checkout page. The feature has been introduced for our customers' convenience because a lot of subscriptions had been expiring unwantedly before we added auto-renewal. You can cancel it at any time via e-mail, so you don't need to do anything in your PayPal account. If you'd prefer, I can cancel it for you from here, but I'd need you to post your login e-mail address which could compromize your privacy. If you're fine with that, please post it, otherwise please send us your cancellation request via e-mail, and we'll process it for you.
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Calie Michelle

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Except you don't agree to auto renewal at all.... Everytime you manually renew it automatically reinstates autorenew without obvious notification as previously explained. Horrible horrible practice. Cancel the lot and start up with another company who aren't disgustingly fraudulent.
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Calie Michelle

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Why the hell am I getting emails and can I log in/comment and have some form of profile still active??? I requested to cancel absolutely everything with yola years ago???
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Laura Thomas, Social Media Coordinator

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This forum is actually managed by Get Satisfaction so you can delete your account with them to be removed from this forum but it will also remove you from any other forums hosted with them which may or may not impact you. Alternately you can opt to "Unfollow" this topic at the top of the topic page as pictured below which will prevent any further notifications from this post but still leaves you open to receiving notices from other posts you have participated on in the past. I hope this helps.