Renewal/Billing Query? We can help!

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  • Updated 6 years ago
We launched Auto Renewals in August of 2011 as a service to ensure your website services such as domain name registrations, hosting and email are always available and your website never goes offline due to a missed email reminder.

Our auto-renewal agreement and renewal pricing is detailed upon checkout and is noted on your package receipt email.

If a subscription was auto-renewed on your account and you did not intend for it to be, we are happy to work with you on a solution but account management issues such as these must be handled via direct email in order to verify your ownership of the account.

Please submit a request to support for assistance with your auto-renewal.
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Laura Thomas, Social Media Coordinator

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Posted 6 years ago

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Gop

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This is all well and good Laura and thanks for posting this.

I think that the real issue is the lack of understanding of this in the first place or the subsequent memory of this further down the line in time.

It's obviously not understood so well by many in the first place or subsequently if there are so many issues both with auto non-renewal and unexpected auto-renewals? This may be improved with a review in the explanation and location of the advice plus the ability to locate this for easy customer review.
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Laura Thomas, Social Media Coordinator

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Thanks Gop, we appreciate that feedback. Our product and engineering teams are currently looking at this from a number of different perspectives and are discussing ways to handle it differently. In the meantime we're doing our best to assist members who find our current process confusing.
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Gop

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There is no doubt that you are the customers lifeline Laura. A true bright star.

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Base Kuhn

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HI Laura. I updated my credit card info a week before it was scedule too come out of my bank account. but yola took it out the next day. wasn't supposed too renew until the 18th. so I had too dispute this with my bank. it was 11.95. SO now I look at my bank account today and yola took out 23.95 I dont understand whats going on. please help. [base] i did not authorize 23.95. will have too dispute again
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Stefan, Official Rep

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Hello Base Kuhn

Please send us a message using our Contact Support Form for us to be able to connect you with your Yola account and keep your privacy as Laura requested in her initial post above.
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Vincent

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Hi,

I renewed this weekend but I actually I beleive I had one more year left on my agreement. Please contact me to confirm.

Thanks...

Vinnie
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Gop

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Hi Vincent,

I know that Yola will confirm your registration and be back to you. You can also check this independently by going to My Yola> Domains and checking the registration period for your domain(s).

Secondly; because the hosting and the domains are separate entities you need also to check out the subscription duration of your hosting plan. This, I think, is where confusion reigns.

The hosting subscription details are under the Account tab in My Yola.
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Vincent

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Hi...

Thanks for the help. I did register for two years last year and my account is good until Nov 2013. There was no need to upgrade again. How can I deal with the extra money paid for this??????

Thanks in advance for your help!!!!

Vinnie
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Gop

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Hi Vinnie,

When they discover the overpayment it's has been pretty standard practice to refund this back into the CC account, bank account or wherever it originated from. There just isn't a problem with this and they act quickly.

If you have any other instructions for the Yola people regarding this then I would send them off an email via the contact form which will direct your enquiry straight to the relevant staff and reference this thread in the information {so that you don't need to go into the background explanations again}. This will also give you privacy which is probably good for matters of accounts and fund sources etc.

I'm fairly sure this will be resolved by today or tomorrow with the detail of the relevant process that will occur for you.
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Stefan, Official Rep

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Hello Vincent

Our Payments Team will be in touch with you via e-mail. Please follow up with us there.
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Vincent

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Thanks...you guys are all great to work with as always!!!!!

V
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Debby Gerth

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I canceled my auto renewal today, because I discovered that my renewal price was a significant jump in price from what I had otherwise paid. (And what I can still get if I choose to renew now without the auto renewal, and on top of that, I can also no use an online coupon code.) WHY are you making it MORE expensive for a customer to stick with you? It makes more business sense, to me, to offer a discount for participating in the auto-renewal, not dinging me for it.

I am now looking at other hosts, because of an issue with the builder that I have had for about a year now and still no solution offered other than "it looks like it's working on our end" (gee, thanks-- but it's NOT here).
I don't really want to go through the hassle of moving my domain and website, but to have a price increase on TOP of an annoying issue of not being able to use the HTML insert widget?
Not a very happy combination for me.
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Stefan, Official Rep

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Hello Debby

Can you please provide your domain name for us to find your Yola account in our system? I will then bring your request to our payment specialists' attention to check if everything is in order, and if not, to work out something for you. Knowing your account would also enable me to check the HTML Widget issue for you in your Yola account. Could you please tell me again what problem you are experiencing with the HTML Widget?
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Stefan, Official Rep

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Debby, I've found your other thread on the HTML issue, and will follow up with you there.