Renewal Not Being Recognized!!!

  • 1
  • Problem
  • Updated 6 years ago
  • Solved
I renewed my domain and silver account on 08/06/2012 using PayPal for the $99.95 charge for both. However, now I'm being emailed advising that my site/domain will expire on 10/04/2012 instead of the 10/04/2013 indicated on my account screen. I am also getting the expiration reminder on my edit pages when I go to edit my account. Please advise
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Michael O'Connell

  • 6 Posts
  • 1 Reply Like
  • very concerned

Posted 6 years ago

  • 1
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Jackie

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Hi Michael,

Thank you for bringing this to our attention. I can confirm that we did receive your payment of $99.95 on the 6 Aug 2012, but due to a technical glitch on our side your subscription and domain weren't renewed. We can understand your concern and please accept our apologies for this error.

Your domain has been renewed, and is now registered until 5 Oct 2013. Our engineers are currently updating your Yola Silver subscription and we will let you know as soon as this has been processed.

Apologies for the any inconvenience this may have caused.
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Michael O'Connell

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The email sent to me (copy below) contains different dates than your message above. I am still concerned that both my domain and silver subscription have been properly renewed through 10-05-2013. Thank you.

copy of email received by me from you:
Jackie, an employee of Yola, replied to Renewal Not Being Recognized!!!, a problem about Yola.

Hi Michael,

Thank you for bringing this to our attention. I can confirm that we did receive your payment of $99.95 on the 6 Aug 2012, but due to a technical glitch on our side your subscription and domain weren't renewed. We can understand your concern and please accept our apologies for this error.

Your domain has been renewed, and is now registered until 5 Oct 2012. Our engineers are currently updating your Yola Silver subscription and we will let you know as soon as this has been processed.

Apologies for the any inconvenience this may have caused.
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Laura Thomas, Social Media Coordinator

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Hi Michael,

I can understand your unease considering our error both is processing your original renewal and then in receiving an email with a typo that was contrary to Jackie's information above. I can assure you that it's Jackie who is correct that your domain is registered until October 2013. We will update you again once your Silver renewal is extended.

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Michael O'Connell

  • 6 Posts
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Thank you both for your help.
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Jackie

  • 640 Posts
  • 35 Reply Likes
Hi Michael,

Apologies for my previous typo! I am pleased to let you know that your Yola Silver subscription has been renewed, and it is now registered until 5 Oct 2013. I have included a screenshot of your account details as confirmation.

Thank you for your patience as we worked on resolving this issue.

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Michael O'Connell

  • 6 Posts
  • 1 Reply Like
Thank you Jackie. I have always been pleased with Yola, and am glad to say that you and the others at Yola who worked on this issue have renewed my faith that Yola was the right choice for my web presence.