Post Reply Can't sign up for premium, keep getting 14day free trial but already used,
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Posted 4/3/16
Trying to re sub on my account. Everytime I try to add a membership it keeps throwing me to the 14 day free trial screen, says I've already used this card for the 14 day free trial. Can't find where I can just straight up buy a subscription???
Otter Modder
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Posted 4/3/16
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Posted 4/3/16 , edited 4/3/16

Park216 wrote:

Trying to re sub on my account. Everytime I try to add a membership it keeps throwing me to the 14 day free trial screen, says I've already used this card for the 14 day free trial. Can't find where I can just straight up buy a subscription???


Considering how constantly this issue comes up, you'd think that would have been fixed a long time ago. Or at least addressed in a stickied FAQ.

Then again, if they had one it would beg the question of why other frequent questions that should have been fixed a long time ago aren't addressed in the FAQ as well.

• "I can't log in, and it says my email doesn't exist." ~ Your account information has been hacked, welcome to the club.

• "Why didn't I get any warning about the charges the intruder ran up in your store?" ~ Because they changed the email.

• "Why didn't I get any warning about them changing the email?" ~ Because we think it's better security to notify the intruder (i.e. the new email).

• "I notified customer support three times in the last week that my account was hacked, and they haven't responded." ~ It's because you created too many tickets.

• "It's been another week and they still haven't responded." ~ No, you're not responding to the responses you say you're not getting.

• "Why won't you let me cancel my membership or free trial?" ~ Our system routinely jumps the gun and marks you as a "Pending" charge one or two days ahead of time.

• "So why did your customer support tell me to wait until the last day, if you knew that?" ~ Oops.

• "I canceled my membership and your system confirmed it, so why did I get charged?" ~ No you didn't, unless you can produce the email it didn't send (because it didn't actually process the cancel).

• "How am I supposed to know I was supposed to get that email?" ~ Well, duh... the email you didn't get clearly explains that. Next.

• "Why can't I cancel my free trial immediately? The splash screen for the trial says 'Cancel online anytime', and I want to cancel it now before I forget." ~ We have to "verify billing info" for a day or two before we'll let you make it a moot point by canceling.
The Wise Wizard
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Posted 4/3/16

arimareiji wrote:

Considering how constantly this issue comes up, you'd think that would have been fixed a long time ago. Or at least addressed in a stickied FAQ.

I'm surprised they've apparently never changed it to just ask, "Continue to subscribe now (no free trial)?" or similar, which would be the most obvious fix.

It wouldn't be a fix for those that actually haven't had a free trial, but at least it wouldn't leave those who had or didn't care at an apparent dead end.Given that this affects one of the most important functions of a subscription service (getting more subscribers), I would think solving an issue like this would have high priority.

Der Zoodirektor
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Posted 4/3/16
If I remember correctly, all you would have to do on the error screen is selecting the plan below the error message in that case, and it takes you to the duration selection. Most people do seem to give up though when they see the error.
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Posted 4/4/16

shinryou wrote:

If I remember correctly, all you would have to do on the error screen is selecting the plan below the error message in that case, and it takes you to the duration selection. Most people do seem to give up though when they see the error.

Unfortunately, it's not quite that simple. Even if this were true*, the path to get there is to:

1) Click on any but one** of the highly-visible links that claim to let you upgrade to Premium (there are well over a dozen). It will take you to the Free Trial page.

2) Overcome your worry that the URL is /freetrial?from=(varies) and that the primary text ambiguously says "14-Day Free Trial of Crunchyroll Premium / Watch unlimited from $6.95/month. Cancel online anytime***." Click "Continue".

3) Arrive at Billing, which seems reasonable since you want to pay for an upgrade. Choose a payment method, and enter all the information they need to bill you.

4) Run into the error. Magically understand that it's okay to proceed anyway, even though many if not most people would be worried about getting double-billed. If you've visited the Help forum and seen customer support repeatedly inferring that customers only get double-billed through "typos" or their own stupidity, you'll be very worried****.

~~~~~

* - I could easily be wrong, but I don't recall seeing such an option when I hit this error screen in the past - and your description sounds more like the Compare Plans** page. It's the only place where I've seen the correct two links at all.

** - The only link that gets you to the right place directly is Compare Plans (as noted above), in small text at the bottom of every page. Anything else on the top or bottom bar (including the two links that sandwich it) leads to Free Trial. When you get there the correct links are in plain text, have big bright blue buttons above them saying "Choose Premium" and "Choose Premium+" (but actually go to Free Trial), and you have to scroll down to even see them.

*** - Completely untrue, but that's another rant.

**** - It would be reasonable to infer that most people don't blithely enter billing information on a website multiple times for funsies. And considering that the system is known to have more bugs than your average acre of rainforest, it would be very reasonable to infer that people are sometimes prompted by the system to try again because their account supposedly didn't go through.
Der Zoodirektor
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Posted 4/4/16 , edited 4/4/16
If I click "Premium" in the top bar on an account that already had a free trial, it takes me to /premium_comparison and shows me the "you already had a free trial" message. But if I click on the plan below the error, it takes me to /premium_pick_plan?membership=premium.
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Posted 4/4/16 , edited 4/4/16

shinryou wrote:

If I click "Premium" in the top bar on an account that already had a free trial, it takes me to /premium_comparison and shows me the "you already had a free trial" message. But if I click on the plan below the error, it takes me to /premium_pick_plan?membership=premium.


Strange. I've already had a free trial (two, actually - 2009 and 2012), but "Premium" in the top bar takes me to the Free Trial page and through the sequence I outlined. Perhaps the system decided I can get a third one and that's why it's behaving this way... but unfortunately, I'm not willing to risk compromising my current billing information to test it. (-_-)
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