Post Reply Can't Upgrade To Premium+
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Posted 12/10/15
This has actually been an ongoing issue for the past two weeks but the general gist of it is that I wanted to upgrade from a monthly subscription of Premium to an annual subscription of Premium+, but trying to do so returned the error "Sorry, you are ineligible because you already had a free trial or are currently a Premium Member."

When this first happened on the 29th of November I contacted Crunchyroll through the http://www.crunchyroll.com/help?topic=contact contact form and was actually pleasantly surprised to get a very prompt response within just a few hours. Unfortunately, after several emails back-and-forth I was told that the issue would be escalated to Crunchyroll's payment department and haven't gotten a response since, even after sending in a follow-up support ticket one week after a week of no response. This is week two of no response so I decided to try here.

The following is the second support ticked edited with personal information redacted, it includes a detailed account of the entire correspondence.



So, two weeks ago I originally contacted Crunchyroll in order to solve an error, allowing me to upgrade to my Premium account to a Premium+ account and pay for an annual subscription.

Today I am not only no closer to solving the upgrade problem, I now have no Premium subscription at all (I can't upgrade, re-subscribe, or continue payments), I have frozen payment options that can't be removed or edited, and all of this has continued for two weeks since the last response from Crunchyroll, even after creating an extensively detailed new support ticket to follow-up on the initial lack of response one week ago.
The Wise Wizard
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Posted 12/11/15

OzuBezariusu wrote:

So, two weeks ago I originally contacted Crunchyroll in order to solve an error, allowing me to upgrade to my Premium account to a Premium+ account and pay for an annual subscription.

As you currently have a standard account, the following link (which skips the free trial) should allow you to select a Premium+ 12 month subscription:
http://www.crunchyroll.com/premium_pick_plan?membership=premiumplus

Der Zoodirektor
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Posted 12/11/15
Your case is already elevated. I'm still waiting for a reply there. I'm sorry that it is taking so long.
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Posted 12/11/15

TheAncientOne wrote:


OzuBezariusu wrote:

So, two weeks ago I originally contacted Crunchyroll in order to solve an error, allowing me to upgrade to my Premium account to a Premium+ account and pay for an annual subscription.

As you currently have a standard account, the following link (which skips the free trial) should allow you to select a Premium+ 12 month subscription:
http://www.crunchyroll.com/premium_pick_plan?membership=premiumplus



I know that is stickied in the "Quick Answers to Common Questions" thread http://www.crunchyroll.com/forumtopic-806747/quick-answers-for-common-questions. However, my account still has issues when trying that solution.

As I stated in my last email and the second support ticket, there is a free trial check in the payment method form https://www.crunchyroll.com/subscriptions/purchase/(PURCHASE_ID_#) after http://www.crunchyroll.com/premium_pick_plan?membership=premiumplus. Below is the extracted page source showing where the check is that gives me the error.



I hope that this helps the Crunchyroll team figure out what's causing that error in the form on their end for anyone that still has errors after trying http://www.crunchyroll.com/premium_pick_plan?membership=premiumplus.


shinryou wrote:

Your case is already elevated. I'm still waiting for a reply there. I'm sorry that it is taking so long.


Thank you; I wasn't sure what happened when I got no response to the return email and the second ticket.
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