I bought Premium account, but nothing changed.

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  sofievanek · Member · Nov 28, 2017 at 5:09 pm

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  At 11:53 (27th of nov.) ik bought a Premium upgrade.
  The annually amount of € 96,- has been debited from my bank account, but no upgrade happened.
  Half an hour later I still don’t see any effects of the Premium upgrade on my account.
  I still have 3 MB of storage, cannot add videos on my page and don’t have access to the theme’s of Premium.
  The URL-name also still has ‘WordPress’ in it.
  I did not receive any confirmation- or information-mail after buying Premium. Also, in the Purchase History of my account no purchase is shown although i did bought it.
  This makes the option to cancel my order (possible within 48 hours of the purchase) impossible.
  Is there a bug on WordPress? Or did something go wrong with upgrading?
  I do would like to have premium.

  Greetings,
  Sofie,
  Netherlands.

  The blog I need help with is: (visible only to logged in users)

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  avydun · Staff · Nov 28, 2017 at 5:11 pm

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  Given the urgency of the issue, here is what I am doing. I have added a tag “modlook” in this topic. One of the members from the WordPress.com staff/WordPress.com Happiness Engineers should be able to help you through this.

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  gemmacevans · Member · Nov 28, 2017 at 5:23 pm

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  Hi Sofie,

  At 11:53 (27th of nov.) ik bought a Premium upgrade.

  The account you are logged in to hasn’t purchased any upgrades. Can you confirm the URL of the site you purchased the plan for?

  If you let me know, I’ll see what I can find.

  Thanks!

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  sofievanek · Member · Nov 28, 2017 at 7:03 pm

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  Hi Gemma,

  Yes i can. I bought it via the official WordPress page.
  Here is a screenshot of my browser-history:
  [redacted]

  (i changed the 3 symbols in the middle to *** for any privacy ruling)

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  gemmacevans · Member · Nov 29, 2017 at 9:32 am

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  Hi Sofie,

  It’s best not to post personal information to these forums as they are a public place — I have removed that information for you.

  I’ve sent an email to the address on your Account Settings page and will follow up with you there for more information. Please let me know if you don’t receive my email.

  Thanks!

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  sofievanek · Member · Nov 29, 2017 at 10:36 am

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  Solving this problem is getting cumbersome.
  A lot of time solving this problem is lost in finding a way to communicate the problem.

  I think it’s time for WordPress to launch an online help-chat or mailaccount for these kind of problems.
  A Forum for these kind of problems does not seem very professional.

  Greetings

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  gemmacevans · Member · Nov 29, 2017 at 12:49 pm

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  Hi Sofie,

  There are a number of ways to get help depending on which plan you are using. Your site is using the Free plan at the moment, which is why you were directed to these forums. However, I’ve followed up with you by email for more information and to find out why the plan hasn’t been added to your site. I will continue to help you there so we can work through the next steps in private :)