Got billed for three pro subscriptions

SketchUp Computer Advice
1

I tried to take advantage of the cyber week deal and get the discount on my Pro membership as my renewal date is within a few weeks of the the cyber20 deal. It told me it pro rated the discount for my subscription but billed me for THREE pro memberships. I just logged into my account and noticed it billed me for TWO pro memberships last year, I didn’t catch it at the time with the holidays and all the additional spending on my credit card. With the exchange rate this is going to cost me just shy of 1500 CDN dollars and I’m a small one man operation on a limited budget.

Has anyone else had this happen? It should be clearly stated this is for NEW PRO subs only but I didn’t see that mentioned in the promo anywhere.

I’ve sent a message to customer service but have yet to hear back.

2

The support hours only started a couple of hours ago, hopefully someone will be replying soon.

The cyber discount only applied to new subscriptions, and so your purchase added seats to your existing subscription. Those then renewed at the full yearly price.

Support will hopefully suggest you get refunds for the extra subscription and for the renewals, and then only renew the one seat that you intended to keep. You may as well ask if there is any other discount that could be applied instead of the cyber one.

3

Thanks for your help, hopefully I hear something soon.

4

I was charged twice in March of 2024 for pro and have been asking them to use the second charge to extend my license for 2025 but can’t seem to break thru the bot answers

5

It doesn’t work that way…
You simply could have gotten a refund if you asked in time…

7

so they just get to keep the money they screwed up !

8

he’s someone trying to explain how the system work. no need to be rude. it’s ok to be angry, but let’s keep a cool head there.

have you contacted them through the proper channel ?
https://help.sketchup.com/en/contact-support/technical-question/form

@colin if you’re around, Harmon needs a hand with his subscription.

1 Like
9

I did check, and a refund or credit is being worked on. Not sure of why it would take much time, other than we were closed on Monday, and may still be catching up on cases.

10

Yes I have. The statement " that’s not the way it works" is aggressive and condescending. As you ask "did you go the the proper channels " well yes I did, as was obvious within my original statement. The problem is no person was involved in the conversation just a bot or a person with a script and no answer for the details of the situation

11

nothing obvious there mate, talking of bot and not contact form.

but it looks like the bot / person launched a refund, as Colin said.

you know, in the end, it works the ways it’s supposed to work.

1 Like
12

I was just stating a fact. Nothing aggressive or condescending about that.
Companies have return/ refund policies that you HAVE to follow… They don’t let you make your own rules.