Post Reply My account is stuck on free premium that isn't premium at all.
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Posted 7/16/16 , edited 7/16/16
If anyone don't want to read the whole block of text, here is the short of my situation and request: I'm stuck on a free "premium" that doesn't give me premium rights at all, and it won't expire. Please deactivate it or delete my entire account, so I can set it up properly again.

OK. Now, here is the full story.

Two weeks ago, I got a message that the credit card used for upgrading my account had expired, and that I should change it. In an attempt at doing so, I went to the contact form and sent the following message:


I need to update to my newest card to continue my premium membership, but when I click on the "payment options" screen, I get this:

"Error
Sorry, an error occurred."

Please fix this so that I can update my card.


Not even an hour later, I get this message:


Hello,

Thank you for getting in touch with us. In order to change the payment method for your membership subscription you will need to do the following:

Update the Credit Card on your account
Go to your Premium Membership Status page
Click on the "Change Card" link
Enter the new Credit Card information and click on "Update Card" to save your changes
After this is done, your membership subscription will automatically use the new Credit Card on your next renewal date, as well as for subsequent renewals. Please let us know if you have any further questions or concerns.


Which was what I had tried to do, except I got the error message. I sighed heavily, but when I reentered the "payment method", I could at least put in my newest card... except when I tried changing to said card, I got a message telling me that I couldn't, because the old card was tied to my account's renewal. So I sent an answer to my help message reply.


OK, I actually managed to put in my new card, but there is no "change card" link on the "Premium Membership Status" page. There's only the option to "upgrade account", which, when clicked, tell me "Sorry, you are ineligible because you already had a free trial or are currently a Premium Member." before giving me the option to select free, premium and premium plus. I even tried deleting the old, expired card, but I wasn't allowed to do that either.

If you can switch to the new card, please do. If not, I guess I'm going to require further explanations. (If relevant, I'm a customer from outside the US -- Norway, to be more specific.)


And the reply came quickly again.


We apologize for this inconvenience.

I have issued a free 14 day Premium gift subscription to you and it is active at this point.

You should then have the opportunity to continue the subscription upon the expiration of this gift membership in 14 days using the link below

(gift subs do NOT auto-renew and will expire):

Use this link only AFTER your gift expires:

http://www.crunchyroll.com/premium_pick_plan?membership=premium


Oh, and I also got this message:


I have also refunded the charge. It can take 3-5 business days for your banking establishment to process the refund.


The problem was that the card had expired. There was no refund necessary, because no payment had been made.

I was still stuck, but after a few days, I got a mail telling me my account had expired, and that's when I could at least delete my old card. Still, I was stuck on my "free premium that isn't acting like a premium", but at this point, I was tired of having to deal with this and resolved to just wait until it had expired. And now it has, as you can see here:



I screencapped this image today. It's supposed to have expired on the 13th, but it's still active somehow.

I also got this message, which helped me decide to wait it out:


Thank you for your feedback.

As always, we are trying to improve both our content as well as the devices we support and their functionality.

I have passed your email along to our product development team. Please let us know if you have any further questions or concerns.


And this one:


I am escalating this ticket, so we can look into this further.

You should hear back from us shortly.


Things got even more frustrating when I received this Email:


This is an email to remind you that your request (#229476) is pending and awaits your feedback.

Remember most tickets can be resolved by checking out the Crunchyroll Knowledge Base.


I clicked the link, and was asked to log onto zendesk with my Crunchyroll account... except it would only allow me to use my Email in lieu of my account name, and even so, it just told me my Email or password was wrong, hence I could not log on and do what I was asked.

So I stopped. I'm tired of bashing my head against a wall that won't move. If you want me to continue being a paying member of this site, you will have to get this damn non-expiring free "premium" off my account somehow, or nuke the entire account into obliteration so I can set it up again.
Der Zoodirektor
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Posted 7/16/16
You should be able to resubscribe via /premium_pick_plan?membership=premium now.
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Posted 7/16/16 , edited 7/16/16
I did. Thank you.

Just out of curiosity: why was my account set on premium when it wasn't really a premium subscription? And why didn't it expire when it was supposed to?

Oh, also; does login to your zendesk require different login information than the main account? I'm still trying to make sense of why I couldn't log in there. It MIGHT be because I created the account there long ago over something else, and just forgot that login information.
Otter Modder
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Posted 7/16/16
The zendesk site is a bit weird and doesn't seem to want to let people log in while at the same time won't let you make an account with the email you use for your CR account as if it is in use. You can just ignore that link though, everything you need to do can be done by replying via email.
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Posted 7/17/16
Well, the thing is; if I don't do something, I'm going to get nag mails for all eternity. Or at least a bit, it seems. And to cancel those, I have to log on to my Zendesk account. Or maybe one of the mods can do it? If anyone can, it's #229476. SAVE ME FROM THE NAGMAILS!
Der Zoodirektor
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Posted 7/17/16

Northlander72 wrote:

Well, the thing is; if I don't do something, I'm going to get nag mails for all eternity. Or at least a bit, it seems. And to cancel those, I have to log on to my Zendesk account. Or maybe one of the mods can do it? If anyone can, it's #229476. SAVE ME FROM THE NAGMAILS!


I've closed the ticket.
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Posted 7/17/16
OK, thanks. You guys might also want to look into that Zendesk thing if we can't use the same Email as the main Crunchyroll account.
Der Zoodirektor
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Posted 7/17/16

Northlander72 wrote:

OK, thanks. You guys might also want to look into that Zendesk thing if we can't use the same Email as the main Crunchyroll account.


You don't need to create an account or log in at all on that. It's all email-based.
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Posted 7/17/16 , edited 7/17/16
So.... I was supposed to reply to the Email to do that? The link on my ticket number made me think I had to log into that ticket to do what I was asked to do. Though I guess Ottermodder just said otherwise, so... yeah. But that link was a bit of a red herring. ^^;;
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