Why was my plan cancelled?

  • Unknown's avatar
    hutsafaris · Member ·

    I purchased a Personal Plan on May 16 and on May 19 I received a refund, but I did not cancel the plan.

    I received 3 emails confirming the cancellation (#37977977, #37977976, #37977978) and one confirming the refund.

    How can I find out what happened? They didn’t give any information on the emails about this, and my billing page shows the purchase and refund but no indication on the reason.

    Thanks!

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

  • Unknown's avatar
    staartmees · Member ·

    Wait for a Staff member who can help you in this matter.

  • fstat · Staff ·

    Hi there,

    I don’t see any plan ever purchased with the account you’re currently logged in. Can you please contact us from the account that purchased the Personal plan so we can further assist you?

    If you cannot access that account please follow our Account Recovery guide:

    Recover Your Account

  • Unknown's avatar
    hutsafaris · Member ·

    This is the account where the purchase was made. I can see in my billing history a $60 charge on May 16 and on May 19 a $-60 charge, which I suppose is the refund.

  • Unknown's avatar
    hutsafaris · Member ·

    I can make the purchase again, but I don’t want it to be cancelled again, this is why I’m trying to understand what happened.

  • staff-doublebassd · Staff ·

    As @fstat mentioned, there’s no history of any purchases under the account you are contacting us from. Was there a custom domain connected to the plan? I could look it up that way to see if I can find the associated account.

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