Seeking help out of the nightmare created by Evernote customer support

Drugo · August 21, 2022

I reach out to the community to share the bad experience I am having with Evernote Customer Support, hoping that someone will know a solution to my problem.

The following is the summary of a 7 day long thread and contains all the elements to formulate a solution. I don't rule out sharing the whole therad because the bad treatment I received may not be an isolated case.

Case summary

My initial request:

Change an account started in 2009 and abandoned for a couple of years to the free plan due to the numerous bugs found, in a professional subscription plan. Damn the day I decided to trust Evernote again!
The aforementioned account is in the name of a natural person (consumer user), which is why I asked to change the account holder from consumer to company. So the new career plan must be billed to a company.
Change the email address associated with the old plan with a new address belonging to the company's domain.
I had specified the purpose of this request: to continue to use the DB of the free plan even after the completion of the upgrade to the professional plan and to maintain tax compliance with Italian regulations.

Any DB migration performed via non-automated import procedure was not feasible due to the size of the DB.

The request received positive feedback and I was asked to provide company details for billing, which I did right away. The next day an employee of the sales department contacts me saying that he has been informed of my case and, to facilitate the achievement of the objective, asks me to follow a link prepared for the purpose. Unfortunately I trusted!

Result obtained: The link turned out to be useless because at the end of the payment procedure I got a new subscription to the independent professional plan. To get the same result, I didn't need to contact support!
My doubts about the correct functioning materialized when I saw that the DB of the new subscription was empty.

The result was exactly what the opening of the support request wanted to avoid: two independent subscription plans with two different databases.

But since there is no limit to the worst, when I communicated to the assistance that the result obtained was not in compliance with the objective, someone from the assistance thought of canceling the new subscription of the professional plan by reducing it to the free plan !!! Without giving me notice!

From that moment on, the ordeal was soured; the more I tried to make customer support understand that what they offered was not in accordance with my request and was not PRACTICAL BECAUSE SUBSCRIPTIONS WERE LIMITED TO 60MB / MONTH. This limit prevented me from continuing with my work while waiting to receive a workable solution!

Below is an excerpt of the proposals received, but you will find the details in the full thread that I think I share in full in order to show / demonstrate the incompetence and indifference of Evernote's customer support in the face of my problems.

25% discount, with which they can kindly…!
Use the import procedure, even if I had previously communicated that it was an impractical way because my DB counts; 16 stacks, 200 notebooks, 23k notes, total 33GB.
Use the email exchange function but, from what I understand, I can no longer use the company email address with which I signed up for the professional plan. But if I can't use the company's address, why would I have to ask for this upgrade (change of plan from free to professional and change of subscriber from consumer user to company.

In conclusion, can anyone help me out of this nightmare?

agsteele · August 21, 2022

12 minutes ago, Drugo said:

Change an account started in 2009 and abandoned for a couple of years to the free plan due to the numerous bugs found, in a professional subscription plan. Damn the day I decided to trust Evernote again!

The aforementioned account is in the name of a natural person (consumer user), which is why I asked to change the account holder from consumer to company. So the new career plan must be billed to a company.

Change the email address associated with the old plan with a new address belonging to the company's domain.

I had specified the purpose of this request: to continue to use the DB of the free plan even after the completion of the upgrade to the professional plan and to maintain tax compliance with Italian regulations.

I think you understand that the folk around here are almost all other users. So all we can do is empathise and share the insights that we have. I think you are going to have to persist with the support team - especially in relation to the new Personal account that has been opened for you when you followed the link supplied.

You haven't supplied all the information that might assist but let me have a go...

If you don't pay for an account it will expire and the account will switch to Free. You say you abandoned the account started in 2009. Did you continue to pay for the subscription? If not then this is already a Free plan subject to all the limitations of a Free plan in terms of monthly upload limits (60Mb) and note size (max 25Mb). Any notes that were created in the past will remain but the limits will be enforced on new notes AND edits you make to old notes. So, if you have an old note which is larger than 25Mb you will not be able to edit it. Once on Free you can view your old notes forever. To change the status of your plan this page might assist - https://help.evernote.com/hc/en-us/articles/208314118 You can change your personal name in the account at https://www.evernote.com/PersonalSettings.action

You can change the Email address associated with an account yourself - https://help.evernote.com/hc/en-us/articles/208313338

You can swap Email addresses beetween accounts yourself - https://help.evernote.com/hc/en-us/articles/209004757

Closing a recently opened account which you do not require will require you to contact Evernote Support if you paid with a credit card direct to Evernote. If you paid via iTunes or Google Pay then you will need to work with these payment processors. I don't know a lot about Ital;ian banking but I would imagine that your rules are similar to the UK. If you cannot get your money back from Evernote (and I think this will be unusual) you do have the option to ask your credit card company for a refund. However, my experience is that Evernote support is generally helpful.

If you give us your ticket number then one of our moderators can pass this back up for more attention

PinkElephant · August 21, 2022

It is very simple, but maybe I am not understanding every detail:

My opinion is you basically created the whole mess yourself. Support tried to help you with every step, but the steps were chosen by yourself - not very wisely, I want to add.

There is NO need to change the subscription level to change account details. Set a new account mail address - do it yourself. Change the owner of the account is basically not necessary on a free plan - you never get an invoice, so why change it to a companies name ?

If you want to move the old account with all the content to another subscription level: Just subscribe.

Now it becomes a bit more complex if you want and need a formal invoice for your plan. But there are basically 2 methods to do so:

Subscribe with the old plan, enter the invoicing details by changing them yourself. Do it step by step, not to loose control over account access and make the first invoice match your requirements (change email, change billing information, only then subscribe). No problem, you have everything, but now with a subscription.
Subscribe with a new plan. If you only need referential access to the old account, share the notebooks you want to access from the old account into the new company account. If you need the content fully manageable (like full tagging ability), export from the Free plan (which does NOT consume any upload margin), import to the new plan.

If you have a lot of notebooks, think about what you need first, move the rest later. 33GB is 2 month on Professional, 4 months on Personal. 200 notebooks is 200x an export and an import. This may be boring, but it is far from "impossible". And you can spread the task over some time. You don't want to tell you need notes from 2009 here, now and all of them at once, do you ?

I really don't see what could have hindered you from doing everything without support, only with a little research in the EN help database. I don't think it is fair that you blame the mess you created yourself on support. And worse: Blaming it on others elevates the risk you run into problems again.

Just my opinion, user to user.

WilliamL · August 21, 2022

I’m genuinely convinced support doesn’t understand English natively any longer. They totally missed basic points with me too. I’m sorry you endured this and hope you can get it sorted.

Drugo · August 21, 2022

5 ore fa, agsteele ha detto:

Penso che tu capisca che la gente qui intorno sono quasi tutti gli altri utenti. Quindi tutto ciò che possiamo fare è entrare in empatia e condividere le intuizioni che abbiamo. Penso che dovrai persistere con il team di supporto, specialmente in relazione al nuovo account personale che è stato aperto per te quando hai seguito il link fornito.

Non hai fornito tutte le informazioni che potrebbero aiutarti, ma fammi provare...

Se non paghi per un account, scadrà e l'account passerà a Gratuito. Dici di aver abbandonato l'account iniziato nel 2009. Hai continuato a pagare l'abbonamento? In caso contrario, questo è già un piano gratuito soggetto a tutte le limitazioni di un piano gratuito in termini di limiti di caricamento mensili (60Mb) e dimensioni delle note (max 25Mb). Tutte le note create in passato rimarranno, ma i limiti verranno applicati alle nuove note E alle modifiche apportate alle vecchie note. Quindi, se hai una vecchia nota che è più grande di 25Mb non sarai in grado di modificarla. Una volta su Free puoi visualizzare le tue vecchie note per sempre. Per modificare lo stato del tuo piano, questa pagina potrebbe essere utile - https://help.evernote.com/hc/en-us/articles/208314118 Puoi modificare il tuo nome personale nell'account all'https://www.evernote.com/PersonalSettings.action

È possibile modificare l'indirizzo e-mail associato a un account da soli - https://help.evernote.com/hc/en-us/articles/208313338

Puoi scambiare tu stesso gli indirizzi e-mail tra gli account - https://help.evernote.com/hc/en-us/articles/209004757

La chiusura di un account aperto di recente che non è necessario richiederà di contattare l'assistenza Evernote se hai pagato con una carta di credito direttamente a Evernote. Se hai pagato tramite iTunes o Google Pay, dovrai lavorare con questi processori di pagamento. Non so molto di Ital;ian banking ma immagino che le vostre regole siano simili a quelle del Regno Unito. Se non riesci a riavere i tuoi soldi da Evernote (e penso che questo sarà insolito) hai la possibilità di chiedere un rimborso alla società della tua carta di credito. Tuttavia, la mia esperienza è che il supporto di Evernote è generalmente utile.

Se ci fornisci il numero del tuo biglietto, uno dei nostri moderatori può passare questo backup per maggiore attenzione

Citare

Se non paghi per un account, scadrà e l'account passerà a Gratuito. Dici di aver abbandonato l'account iniziato nel 2009. Hai continuato a pagare l'abbonamento?

Abbandonato alla versione gratuita, significa che non ho cancellato l'account, l'ho usato molto raramente. Ho smesso di pagare perché non ero contento dei bug trovati e non corretti.

Citare

https://help.evernote.com/hc/en-us/articles/208314118

Thanks for the link, but it doesn't help me. Please see attached image.Maybe my request is difficult to understand due to my not good English. Please be accommodating, otherwise answering is useless.

Quote

You can change the Email address associated with an account yourself - https://help.evernote.com/hc/en-us/articles/208313338

Customer service said I can't use an email address that's already used for another account.
You will understand that I want to use the corporate address, but I cannot. Customer support says I can't use the address I need because I used it to open the new account with the professional plan. I remind you that customer support sent me a link which, instead of solving the problem, magnified it.
I think they should remedy the problem they created so that I can use my business address.

Quote

Closing a recently opened account which you do not require will require you to contact Evernote Support if you paid with a credit card direct to Evernote. If you paid via iTunes or Google Pay then you will need to work with these payment processors. I don't know a lot about Ital;ian banking but I would imagine that your rules are similar to the UK. If you cannot get your money back from Evernote (and I think this will be unusual) you do have the option to ask your credit card company for a refund. However, my experience is that Evernote support is generally helpful.

I paid by credit card, but I don't have to solve the problem, it's not me who must block an undue payment.

Proceeding with the link, I followed the instructions from customer service.
As you well know, the professional plan includes 14 trial days. Proof I can't complete because someone in Evernote did one of the following: He downgraded from the professional plan to the free plan, or he canceled the subscription. If my card is charged, it will not be a legitimate operation.
I don't know what you think, this arbitrary decision by Evernote is incorrect.

Ticket id: #3551437

I hope that despite my bad English I have been able to clarify the question better.

Drugo · August 21, 2022

18 minuti fa, WilliamL ha detto:

Sono sinceramente convinto che il supporto non capisca più l'inglese nativamente. Hanno totalmente perso i punti fondamentali anche con me. Mi dispiace che tu abbia sopportato questo e spero che tu possa risolverlo.

Temo che tu abbia ragione. Lavoro duramente per compensare la mancanza di conoscenza dell'inglese e mi rende così frustrato trovare un muro di gomma, perché credo, fino a prova contraria, di riuscire a farmi capire.
In ogni caso, è il servizio clienti che deve essere paziente e soddisfare le esigenze dei clienti.

Drugo · August 21, 2022

4 ore fa, PinkElephant ha detto:

È molto semplice, ma forse non capisco ogni dettaglio:

La mia opinione è che fondamentalmente hai creato tu stesso l'intero casino. Il supporto ha cercato di aiutarti in ogni passaggio, ma i passaggi sono stati scelti da te stesso - non molto saggiamente, voglio aggiungere.

NON è necessario modificare il livello di abbonamento per modificare i dettagli dell'account. Imposta un nuovo indirizzo e-mail dell'account: fallo da solo. Cambiare il proprietario dell'account non è fondamentalmente necessario su un piano gratuito - non si ottiene mai una fattura, quindi perché cambiarlo con il nome di una società?

Se vuoi spostare il vecchio account con tutto il contenuto a un altro livello di abbonamento: basta iscriversi.

Ora diventa un po 'più complesso se vuoi e hai bisogno di una fattura formale per il tuo piano. Ma ci sono fondamentalmente 2 metodi per farlo:

Iscriviti con il vecchio piano, inserisci i dettagli di fatturazione modificandoli tu stesso. Fallo passo dopo passo, per non perdere il controllo sull'accesso all'account e fare in modo che la prima fattura corrisponda alle tue esigenze (cambia e-mail, modifica le informazioni di fatturazione, solo allora iscriviti). Nessun problema, hai tutto, ma ora con un abbonamento.

Iscriviti con un nuovo piano. Se è necessario solo l'accesso referenziale al vecchio account, condividere i blocchi appunti a cui si desidera accedere dal vecchio account al nuovo account aziendale. Se hai bisogno del contenuto completamente gestibile (come la capacità di tagging completo), esporta dal piano gratuito (che NON consuma alcun margine di caricamento), importa nel nuovo piano.

Se hai molti notebook, pensa prima a ciò di cui hai bisogno, sposta il resto in seguito. 33GB è 2 mesi su Professional, 4 mesi su Personal. 200 notebook è 200 volte un'esportazione e un'importazione. Questo può essere noioso, ma è tutt'altro che "impossibile". E puoi distribuire l'attività su un po 'di tempo. Non vuoi dire che hai bisogno di note del 2009 qui, ora e tutte contemporaneamente, vero?

Non vedo davvero cosa avrebbe potuto impedirti di fare tutto senza supporto, solo con una piccola ricerca nel database di aiuto EN. Non penso che sia giusto che tu dia la colpa del pasticcio che ti sei creato al supporto. E peggio ancora: incolpare gli altri aumenta il rischio di incorrere di nuovo in problemi.

Solo la mia opinione, da utente a utente.

Vi prego di rileggere quello che ho scritto. Leggi la mia risposta a @agsteel

PinkElephant · August 21, 2022

Links are provided with English Language preset. If you want it in Italian, just open the link. Go to the bottom of the page and change the language to Italian. The text will change to Italian, making it easier to read.

No, you can’t use the same email address for 2 accounts. Question 1, why did you use it to open another one ? Yes, I know, support … (standard answer).

If it is your company, create a second address. No sweat, if you have an own domain name (which I suppose you have). Instead of Sergio.Corleona@familybusiness.it create sergio1.corleone@familybusiness.it. You can forward it to your main address (called an Alias). Or you create a „+“ address (if EN can handle it, which I don’t know): Sergio.corleone+Evernote@Familybusiness.it . This does not even need to be forwarded.

Personally I pay through iTunes, so most options are not available for me. What is available is a field to introduce my tax reference number. Which makes my tax authorities happy, even if they don’t understand the rest. Maybe they are stricter in Italy than in Germany, but the basic rules apply as well (like the VAT deduction), as they do in all of the European Union.

Drugo · August 21, 2022

Citare

No, non puoi utilizzare lo stesso indirizzo email per 2 account. Domanda 1, perché l'hai usato per aprirne un altro? Sì, lo so, supporto ... (risposta standard).

Dovresti mostrare un po 'più di rispetto, o semplicemente continuare a essere un fanboy.

Citare

Se è la tua azienda, crea un secondo indirizzo. Niente sudore, se hai un proprio nome di dominio (che suppongo tu abbia). Invece di Sergio.Corleona@familybusiness.it crea sergio1.corleone@familybusiness.it. Puoi inoltrarlo al tuo indirizzo principale (chiamato Alias). Oppure crei un indirizzo "+" (se EN può gestirlo, cosa che non conosco): Sergio.corleone+Evernote@Familybusiness.it . Questo non ha nemmeno bisogno di essere inoltrato.

Non mi considero una persona rigida, ma, in questo caso, è Evernote che deve liberare la mia email.

Citare

Personalmente pago tramite iTunes, quindi la maggior parte delle opzioni non sono disponibili per me. Quello che è disponibile è un campo per introdurre il mio numero di riferimento fiscale. Il che rende felici le mie autorità fiscali, anche se non capiscono il resto. Forse sono più severi in Italia che in Germania, ma si applicano anche le regole di base (come la detrazione dell'IVA), come fanno in tutta l'Unione Europea.

Mi dispiace, non hai colpito il cuore della questione.

Cerco di spiegarlo ancora una volta.

Se aggiorno l'account aperto nel 2009, devo cambiare l'intestazione del proprietario perché la società non esisteva nel 2009. Ti ricordo che devo registrare il piano professionale all'azienda.
Se pensi che sia sufficiente cambiare il metodo di pagamento e aggiungere la partita IVA, lasciando invariato il proprietario dell'account, (quello che ha firmato l'account nel 2009) significa che sai molto poco di tassazione.

Riprova...

agsteele · August 21, 2022

1 hour ago, Drugo said:

hope that despite my bad English I have been able to clarify the question better

Thank you. Your English is much better than my Italian. But it is possible that the language differences may contribute to your challenges with support.

I regret that I have no ability in Italian so cannot respond to your Italian questions. I tried to offer ways you can resolve the issues for yourself. However you feel that as you didn't create the problems that Support should handle the problem. That is not unreasonable but it means you will have to work with Support rather than fellow users.

PinkElephant · August 21, 2022

If fanboy or not I don’t care. You are in a bind (or better: You still believe you would be in one), not me.

EN is not blocking your email. EN just uses the email address as the account user. This means it it THE unique identifier for an EN account. It is easy to understand that this means that only one account can be registered under one email address. Why this email address was used up to create an account you say you can’t use is obviously „a long story“.

But email addresses come cheap. If it is your company you can create a practically unlimited number of email addresses before the domain (….@familybusiness.it ). So, whatever, take the advise, or skip it.

If there is only the problem how to transfer the account you have since 2009 legally to a newly founded company, there are several possibilities that cross my mind:

a) Do nothing. Nobody cares if you use the content of an account registered in your own name to drive a business. You can’t deduct cost, but really: Is this your make or break problem for a company, whether it can deduct nothing (Free plan) or 60/90€ (Subscriptions) a year as cost ? You already wasted more in all this trouble, except your work hour comes cheap.

b) Sell the private account to the company, if you wish for 1€, or whatever your accountant thinks is appropriate. By this legal ownership is transferred, and the company gets hold of an account that is older than itself. Then change the data and upgrade.

c) Use the newly opened account (that one with the email address …) and transfer your data by export/import. This is the way described by EN if you want to merge 2 accounts. There is no way to create a new account and have the content of the old one merged into it without the export/import routine. Nobody cares where the data came from that is now populating the company account.

It is up to you how you proceed. I can tell you that from my experience it is making no sense at all to expect anybody (including EN support) can or will break all the rules and procedures just to make the way out of the situation at a point where YOU want it.

Instead of running against a solid wall, just use one of the doors.

Drugo · August 21, 2022

22 minutes ago, agsteele said:

Thank you. Your English is much better than my Italian. But it is possible that the language differences may contribute to your challenges with support.

I regret that I have no ability in Italian so cannot respond to your Italian questions. I tried to offer ways you can resolve the issues for yourself. However you feel that as you didn't create the problems that Support should handle the problem. That is not unreasonable but it means you will have to work with Support rather than fellow users.

Sorry, for the inconvenience, here is my reply in EN Try again ...

Quote

If you don't pay for an account it will expire and the account will switch to Free. You say you abandoned the account started in 2009. Did you continue to pay for the subscription?

Dropped to the free version, it means that I have not deleted the account, I used it very rarely. I stopped paying because I was not happy with the bugs found and not fixed.

Quote

To change the status of your plan this page might assist - https://help.evernote.com/hc/en-us/articles/208314118

Thanks for the link, but it doesn't help me. Please see attached image.Maybe my request is difficult to understand due to my not good English. Please be accommodating, otherwise answering is useless.

Quote

You can change the Email address associated with an account yourself - https://help.evernote.com/hc/en-us/articles/208313338

Customer service said I can't use an email address that's already used for another account.
You will understand that I want to use the corporate address, but I cannot. Customer support says I can't use the address I need because I used it to open the new account with the professional plan. I remind you that customer support sent me a link which, instead of solving the problem, magnified it.
I think they should remedy the problem they created so that I can use my business address.

Quote

Closing a recently opened account which you do not require will require you to contact Evernote Support if you paid with a credit card direct to Evernote. If you paid via iTunes or Google Pay then you will need to work with these payment processors. I don't know a lot about Ital;ian banking but I would imagine that your rules are similar to the UK. If you cannot get your money back from Evernote (and I think this will be unusual) you do have the option to ask your credit card company for a refund. However, my experience is that Evernote support is generally helpful.

I paid by credit card, but I don't have to solve the problem, it's not me who must block an undue payment.

Proceeding with the link, I followed the instructions from customer service.
As you well know, the professional plan includes 14 trial days. Proof I can't complete because someone in Evernote did one of the following: He downgraded from the professional plan to the free plan, or he canceled the subscription. If my card is charged, it will not be a legitimate operation.
I don't know what you think, this arbitrary decision by Evernote is incorrect.

Ticket id: #3551437

I hope that despite my bad English I have been able to clarify the question better.

Drugo · August 21, 2022

16 minutes ago, PinkElephant said:

If fanboy or not I don’t care. You are in a bind (or better: You still believe you would be in one), not me.

EN is not blocking your email. EN just uses the email address as the account user. This means it it THE unique identifier for an EN account. It is easy to understand that this means that only one account can be registered under one email address. Why this email address was used up to create an account you say you can’t use is obviously „a long story“.

But email addresses come cheap. If it is your company you can create a practically unlimited number of email addresses before the domain (….@familybusiness.it ). So, whatever, take the advise, or skip it.

If there is only the problem how to transfer the account you have since 2009 legally to a newly founded company, there are several possibilities that cross my mind:

a) Do nothing. Nobody cares if you use the content of an account registered in your own name to drive a business. You can’t deduct cost, but really: Is this your make or break problem for a company, whether it can deduct nothing (Free plan) or 60/90€ (Subscriptions) a year as cost ? You already wasted more in all this trouble, except your work hour comes cheap.

b) Sell the private account to the company, if you wish for 1€, or whatever your accountant thinks is appropriate. By this legal ownership is transferred, and the company gets hold of an account that is older than itself. Then change the data and upgrade.

c) Use the newly opened account (that one with the email address …) and transfer your data by export/import. This is the way described by EN if you want to merge 2 accounts. There is no way to create a new account and have the content of the old one merged into it without the export/import routine. Nobody cares where the data came from that is now populating the company account.

It is up to you how you proceed. I can tell you that from my experience it is making no sense at all to expect anybody (including EN support) can or will break all the rules and procedures just to make the way out of the situation at a point where YOU want it.

Instead of running against a solid wall, just use one of the doors.

Quote

EN is not blocking your email. EN just uses the email address as the account user. This means it it THE unique identifier for an EN account. It is easy to understand that this means that only one account can be registered under one email address. Why this email address was used up to create an account you say you can’t use is obviously „a long story“.

If you do not want to make a minimum of effort to understand what I write, please refrain.
With "Evernote blocks my email" it means that it doesn't allow me to use it to reach the goal.

Thanks anyway

PinkElephant · August 21, 2022

As I understood, the email address is used for an account that was created to help you with your request. Maybe you feel misunderstood, but the account was created on your behalf. There can’t be another one registered under exactly the same address, it is as simple as it comes.

An email address is nothing complicated, it is just a combination of characters plus a domain name. Important is the domain, it is where all mail traffic is directed. The handling of your mail address inside of the domain is an issue of your mail server - this is a local issue, not a global one.

If you own the domain, you can create endless email addresses. Do so, use one, everything has been described to you above by @agsteele and me. If not, I don’t understand why you behave as if you must care. If it is not your company, you don’t need to solve the problem.

Or better explain what you want to reach …

Drugo · August 21, 2022

1 hour ago, PinkElephant said:

As I understood, the email address is used for an account that was created to help you with your request. Maybe you feel misunderstood, but the account was created on your behalf. There can’t be another one registered under exactly the same address, it is as simple as it comes.

An email address is nothing complicated, it is just a combination of characters plus a domain name. Important is the domain, it is where all mail traffic is directed. The handling of your mail address inside of the domain is an issue of your mail server - this is a local issue, not a global one.

If you own the domain, you can create endless email addresses. Do so, use one, everything has been described to you above by @agsteele and me. If not, I don’t understand why you behave as if you must care. If it is not your company, you don’t need to solve the problem.

Or better explain what you want to reach …

Quote

Come ho capito, l'indirizzo e-mail viene utilizzato per un account che è stato creato per aiutarti con la tua richiesta. Forse ti senti frainteso, ma l'account è stato creato per tuo conto.

Where do you get the information to draw so many wrong conclusions? Maybe you are not a fanboy but ...
I attach screenshots with the feedback to my request.
William understood my request but when the ticket was passed to the sales department, everything happened, not my fault !!!
I look forward to your next inference

PinkElephant · August 21, 2022

Thanks for providing this information.

The list of requested items does not contain an email address. This can be changed by the user, Free plan or subscription.

You then say you followed a link provided by sales. The result was a new account, professional, empty, with your company e-mail as address.

Not what you wanted, as I understand. You did the one click yourself that created the account, but you did so in good faith, as you explained.

Then this account was downgraded to Free - probably because you insisted you don’t wanted it in first place.

OK, let’s take a break here.

What is the status ?

You have the old, Free account, that you initially wanted to upgrade and have your company information added to run proper invoices.
You have the new account, which you don’t wanted, but is there, with your email address.

What I don’t understand:

You can still do what you intended, upgrade the old account, and have your company information added to it to secure invoicing.

You can get rid of the newly created account. It may be that the email used to create it is now blocked (even for future use), because it was already used for an account. No idea if this persists, or is only temporary. You could ask support about it. Or change it and see what happens.

You insist you need a company email address for the old account. Then (if the email address used for the second account is „burned“) get another email address, for use as user (account owner) of the first account. Change it yourself:

https://help.evernote.com/hc/it/articles/208314298-Modifica-il-nome-utente-del-tuo-account

You have not explained why it is not possible to get another email address - you act as a company owner does, so where is the problem ? Maybe you don’t want to do this step - but then in the end you are locking things up yourself.

A different company email address as user for your old account is a pragmatic way to solve the problem, at least as far as I understand the problem itself.

From my side, that is it, maybe I still did not understand what you try to achieve. Most of what you wanted to do can be done entirely using self services, available for all accounts, Free or subscription. If this fails I usually I would say „ask support“, in this case I leave it up to you. Good luck.

Drugo · August 22, 2022

46 minutes ago, PinkElephant said:

Thanks for providing this information.

The list of requested items does not contain an email address. This can be changed by the user, Free plan or subscription.

You then say you followed a link provided by sales. The result was a new account, professional, empty, with your company e-mail as address.

Not what you wanted, as I understand. You did the one click yourself that created the account, but you did so in good faith, as you explained.

Then this account was downgraded to Free - probably because you insisted you don’t wanted it in first place.

OK, let’s take a break here.

What is the status ?

You have the old, Free account, that you initially wanted to upgrade and have your company information added to run proper invoices.

You have the new account, which you don’t wanted, but is there, with your email address.

What I don’t understand:

You can still do what you intended, upgrade the old account, and have your company information added to it to secure invoicing.

You can get rid of the newly created account. It may be that the email used to create it is now blocked (even for future use), because it was already used for an account. No idea if this persists, or is only temporary. You could ask support about it. Or change it and see what happens.

You insist you need a company email address for the old account. Then (if the email address used for the second account is „burned“) get another email address, for use as user (account owner) of the first account. Change it yourself:

https://help.evernote.com/hc/it/articles/208314298-Modifica-il-nome-utente-del-tuo-account

You have not explained why it is not possible to get another email address - you act as a company owner does, so where is the problem ? Maybe you don’t want to do this step - but then in the end you are locking things up yourself.

A different company email address as user for your old account is a pragmatic way to solve the problem, at least as far as I understand the problem itself.

From my side, that is it, maybe I still did not understand what you try to achieve. Most of what you wanted to do can be done entirely using self services, available for all accounts, Free or subscription. If this fails I usually I would say „ask support“, in this case I leave it up to you. Good luck.

Quote

You can still do what you intended, upgrade the old account, and have your company information added to it to secure invoicing.

That's what I want from the start!
Can you tell me how to do it?
But first look at the commented screeshot of the subscription management procedure that I have attached, then if you know how to overcome this problem I will be happy to follow your advice.

PinkElephant · August 29, 2022

Here are some links to help documents:

Permanently delete an account (the new, unwanted one):

https://help.evernote.com/hc/en-us/articles/360056549574

There its a 4 week waiting period, during which support could reactivate the account. Probably your email address used for that account will be blocked for at least as long.

If it is your company we are talking about, it should be no problem for you to get another email address to use as account address for the first account.

Change the email user of an existing account (the old, existing one)

https://help.evernote.com/hc/en-us/articles/208313338

Subscribing with the existing account to Professional level should be easy:

https://help.evernote.com/hc/en-us/articles/4403448921875

You get the billing information applied to your invoice the same way as before: By contacting support.

Seeking help out of the nightmare created by Evernote customer support

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