Post Reply Unable to renew 12-month Premium subscription
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Posted 12/7/17 , edited 12/8/17
Earlier today I received and automatic email from Crunchyroll stating that the website had trouble collecting payment from my credit card, in order to renew my 12-month Premium subscription. This seemed strange to me as my details remained unchanged and I continue to use that same credit card for all transactions online, my card is working perfectly fine.

So, I logged into Crunchyroll to see what the issue was. Only to discover that my automatic account renewal actually took place on the 24th of November. At least it would have, had the payment not inexplicably failed. Why am I only finding out about this problem two weeks later?

To make matters worse I can't even access the 'Payment Methods' tabs on my account page. I only see a splash page that says "Sorry, an Error has occoured". Meaning that I can't even check or update my credit card details even if I wanted to.

Fix your garbage website Crunchyroll. I've been a paying member for years; this low quality service is simply unacceptable.
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Posted 12/7/17 , edited 12/8/17
cry me a fuckin river mate.
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Posted 12/7/17 , edited 12/8/17

koakoakoakoakoakoakoakoakoa wrote:

cry me a fuckin river mate.

Take your trolling elsewhere. This is the technically support forum. As a paying customer I'm well within my right to criticise Crunchyroll for their failure to deliver upon the advertised service.
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Posted 12/7/17 , edited 12/8/17
Hey, Kintor, I need to you take your trolling elsewhere. This is a technical support forum, not a criticism forum. As a paying customer I am well within my right to tell you the hard truths: Nobody is going to serve you if you do it like this.

Why don't you be a human being and ask them directly, instead of this farse? Have you tried that? Have you tried contacting your bank and asking what the deal was? There are things you could have put your energy toward that would have given you a much better return on invested time; some people enjoy complaining though. No fault there.
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Posted 12/7/17 , edited 12/7/17

koakoakoakoakoakoakoakoakoa wrote:

Hey, Kintor, I need to you take your trolling elsewhere. This is a technical support forum, not a criticism forum. As a paying customer I am well within my right to tell you the hard truths: Nobody is going to serve you if you do it like this.

See you really are trolling, disrupting the technical support forum by attacking me directly. Why a new member like yourself would waste your time in the technical support forum is beyond me. Especially after all the website outages and even security breaches that Crunchyroll has experienced in the last few months, which I'm sure you have witnessed.

This thread is the first step towards getting this glitch resolved. If I have to escalate things further I will and if that happens I will be sure to mention the lack of customer support I have received here.
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Posted 12/8/17 , edited 12/8/17

koakoakoakoakoakoakoakoakoa wrote:
cry me a fuckin river mate.

That kind of response doesn't help. Have you never had a frustrating service experience and wanted to vent? Sure, Kintor could have been a little nicer, but he's describing a real problem which is on-topic for the support forum. Even though this doesn't happen to be a problem that other users can help with, there's no need to berate him instead while offering no assistance at all.


Kintor wrote:

Earlier today I received and automatic email from Crunchyroll stating that the website had trouble collecting payment from my credit card, in order to renew my 12-month Premium subscription. This seemed strange to me as my details remained unchanged and I continue to use that same credit card for all transactions online, my card is working perfectly fine.

So, I logged into Crunchyroll to see what the issue was. Only to discover that my automatic account renewal actually took place on the 24th of November. At least it would have, had the payment not inexplicably failed. Why am I only finding out about this problem two weeks later?

To make matters worse I can't even access the 'Payment Methods' tabs on my account page. I only see a splash page that says "Sorry, an Error has occoured". Meaning that I can't even check or update my credit card details even if I wanted to.

Fix your garbage website Crunchyroll. I've been a paying member for years; this low quality service is simply unacceptable.


The Site Support forum is primarily for peer to peer assistance and isn't officially and routinely monitored by customer support, though sometimes staff will peek in and help when they can. The best way to find out what happened wrt your failed account renewal and get it resolved is to contact customer support directly. You can do that by using the /contact form.

Is it possible it's past the credit card expiration date? That would be my first thought at an unexpected renewal failure, but since it seems beyond the point you could simply update that (due to the error you receive when getting to Payment Methods) if it's the problem then contacting support is necessary.



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Posted 12/8/17 , edited 12/8/17
Sorry lo.. you're right.

Sorry Kintor. You were right as well and I was trolling at first. But I still stand by the flesh of my message.

Do yourself a favor tho mate and pick up the phone and give these companies a ring if u can. Banks are better now with customer service due to aggressive in-fighting for clientele post dodd frank bill era and whatnot.

I hope you get to the bottom of it.
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Posted 12/8/17 , edited 12/8/17

lorreen wrote:

The Site Support forum is primarily for peer to peer assistance and isn't officially and routinely monitored by customer support, though sometimes staff will peek in and help when they can. The best way to find out what happened wrt your failed account renewal and get it resolved is to contact customer support directly. You can do that by using the /contact form.

Is it possible it's past the credit card expiration date? That would be my first thought at an unexpected renewal failure, but since it seems beyond the point you could simply update that (due to the error you receive when getting to Payment Methods) if it's the problem then contacting support is necessary.

Thanks for the response. I figured that posting a thread here was the best place to start, since (like you said) I have occasionally seen customer support resolving issues via the forum.

As for my credit card's expiration date, that's not the problem. The renewal with Crunchyroll was supposed to take place on the 24th of November; I've been able to use my credit card for other online transactions over the past two weeks without incident. So the fault isn't on my end.

I suppose I'll just have to send customer support an email and hope for the best.
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Posted 12/10/17 , edited 12/10/17
Just an update - I've finally been able to renew my Premium Membership.

After contacting Crunchyroll directly they 'cancelled' my Premium Membership, causing my account to reset after 24 hours. This had the peculiar consequence of somehow allowing me to once again access the Payment Methods tabs, at face value at least the glitch seems to be gone.

However, Crunchyroll still wouldn't accept my credit card details. Even deleting the old details and then re-entering the exact same information only produced an error message.

As an alternative, I managed to complete the transaction using PayPal. Which is funny, seeing as how my PayPal account is linked to the exact same credit card anyway.

Regardless, I have Premium Membership again for the next 12 months. So, I consider this matter resolved.

I hope the information I've provided here proves helpful to someone else in the future who's experiencing the same problem. The swift response from Crunchyroll, with a workable solution so soon after my email, suggest that this is probably a known issue encountered by a certain unlucky percentage of the Crunchyroll customer base.
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Posted 12/10/17 , edited 12/10/17

Kintor wrote:

As an alternative, I managed to complete the transaction using PayPal. Which is funny, seeing as how my PayPal account is linked to the exact same credit card anyway.

In my opinion, PayPal is the best way to handle CR subscriptions (and many other services for that matter), since one can "turn off the tap" at the PayPal end.

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