Downgrade request from Explorer to Personal/Starter being ignored?

  • Unknown's avatar
    thecybisarchive · Member ·

    I have had the Personal/Starter plan for quite some time, but yesterday noticed a banner ad that said I could host videos directly on my site via VideoPress if I upgrade to Explorer. This sounded like a convenient option, and my Starter plan was scheduled to renew in 5 days, so I did.

    I did not notice any difference after the upgrade and so sent a message/query to the Help desk asking if I had misunderstood the VideoPress thing. I got a reply within an hour (thank you!) but after learning how VideoPress works, I realized that it is NOT a good fit AT ALL for my site. I responded to the WP email explaining this in detail and saying that I want to downgrade back to my original Personal/Starter plan immediately. That was yesterday evening and I have had no response from WP since. I see that others have managed to request a downgrade (which i cannot do directly on my site, the only option is to cancel entirely) here in the forum and so am trying my request this way.

    I also noticed when doing the ‘upgrade’ that it shaved a full month off my plan renewal date. My existing Starter plan was scheduled to renew next week (January 11th) along with my separate domain registration. But the Explorer plan renewal date was shown as December 5, 2024 instead of January 11th 2024. So please: When you put my site back to Personal/Starter, hopefully today please, please use my original renewal date of January 11th as it was before. Just refund what you charged me for yesterday, and charge me again next week (Jan 10th or 11th) for the Personal/Starter plan price. You can even do it for the 2-year thing if you like (which would be even better, in fact.)

    WP.com: Yes
    Jetpack: No
    Correct account: Yes

    The blog I need help with is: (visible only to moderators and staff)

  • staff-oikake · Staff ·

    Hi,

    I’ve checked it and I can see that your plan has already been downgraded to Stater and a refund for the difference between plans has been issued.

    Regarding the disparity on the dates. When the auto-renewal is enabled, our system aims to renew the plan one month before the expiration date (this is why you were seeing December instead of January) but the actual expiration date of your plan is January 2025.

    Hope this helps!

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