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Lost paid subscription 2 days ago - still waiting for a response (anyone else?)


drtiff
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I've been an Evernote customer for over a decade. I use it *constantly* (including Evernote Business when I ran my own company for 7 years).

2 days ago on a reboot (Windows, but I don't think that is relevant) - Evernote asked me to log in... and... my paid subscription was gone and my account reverted to free/Basic.

I was extremely puzzled why I was being asked to "Upgrade", thought maybe some new tiers of subscription rolled out but fairly quickly realized my entire purchase history was gone. Except one receipt back in 2013.  Since I'm now "Basic" instead of "Personal" I can't chat and there is no phone number to call so I submitted a "question" along with a screenshot of my annual subscription renewal email (on Jan 1).  In theory a ticket was submitted on my behalf.  And now it is 2 days later... and I'm really puzzled.  Is this so widespread (but no comments on this forum?) that my request can't be easily responded to?  I mean it should be trivial (!), in theory, to look up my billing history and then change my account back to "Personal" instead of "Basic".  I asked for an update yesterday... but no response 24 hours later.

In the meantime I can no longer do tasks, can't do document search, can't use my Evernote email address. Etc.  I mean I use Evernote every day, all day.BTW... my husband says the same thing happened to him.  I haven't gone over to his computer to look... he does not use Evernote with the fervor that I do (still daily).

So I'm guessing something rather dramatic and widespread has happened?  I've also seen the notice that Chat is down due to an overwhelming number of requests.  Not sure how that could even be given -- now that I'm "Basic" -- *I* can't use Evernote's chat support (argh), else I certainly would have.

BTW - none of my content seems to be impacted.  And none of the Basic functionality is impacted (pun intended). 

But this is quite frustrating -- especially with the lack of response.  Like "hey we acknowledge your issue and we're working on it".  That would be nice.  Rather than - we've passed your info into the ticket (blackhole?) system.

 

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In case folks are interested.  My paid subscription was just restored in the past hour or so -- 7.5 days after it disappeared.

The past 24 months of my billing history is restored. I received a professional note that apologized for the interruption in service plus a "gift" of double-upload capacity for a month (I've never hit the limit so this doesn't matter to me).  No real explanation what happened or why it took a week to fix.  I'm glad it is back and I suspect I will "settle in" (and down) though my confidence in Evernote is shaken.  I consider Evernote critical infrastructure in my day-to-day life and I'm relieved I didn't have any time-critical Evernote-critical activities going on when this happened. I had been quite happy to put all my eggs in the Evernote basket (despite some mild ups and downs in the past).  Once recurring tasks became fully-functional I cancelled my Aoya subscription (I miss mindmapping but not $$ much).   But I'm rethinking this strategy.

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As I noted above - none of my content is impacted, as far as I can tell, and none of the basic functionality is impacted.   Simply -- My account is now free/Basic and all purchase history is lost.  (Granted I've never really looked at purchase history before, not having needed to... but there is only one receipt from 2013 in there).  Of course my content is impacted -- tasks, document search, my evernote email. Things I would use daily I now can't use.  

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  • Level 5

Contact support - ticket types account and payment&billing is open for all users.

The most likely explanation is that your means of payment (credit card) had expired. In this case they can’t cover the invoice, and the account drops to Free.

Since we pay for upload, not storage, all your content is safe. The only loss is in features, which can be reversed by renewing the subscription.

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I appreciate the response.  I did submit a request through that link 2 days ago. And got that lukewarm "I've passed your information on" quick response and nothing else since.   My subscription should be active - I paid on Jan 1st, 2023 for 1 year.  It does not expire until Jan 1st, 2024.

I'm a little astounded there is no phone number I can call.   I promise this should be an easy case! but it clearly is not for some reason.    I've been a paying customer for over 10 years and I'm *in the middle* of my subscription ... and it "just disappeared" 2 days ago.  I am certainly glad I have access to all my notes -- I'm able to use it at, like, 90% level (the other 10% being premium features I can no longer use like tasks and my evernote email, etc).  I'd be in a dead panic if my content was gone. Probably have nightmares just thinking about that. 

 

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Does anyone know if I can turn sync (to cloud) off?  I use the Windows application.

It's been 4 days and I have had no response from Evernote support.  I'm a paid premium subscriber that is stuck (in the middle of my subscription period) with a suddenly-downgraded-for-no-reason account.  I've now used more than 95% of my monthly upload space and shortly (?) apparently - I'm going to be unable to use Evernote at all (i.e. add more content).  If I could turn off sync until I get a response from Evernote support... and my account restored... that would help.

I am happy to pay for Evernote. I've ALWAYS paid for it. I'm a prolific user of Evernote - daily, all day, for over a decade.  I've had mild problems on rare occasion with Evernote but I've never had a situation like this.  Frankly with *any* PAID software.  I can't get a response from the ticket system. And there is no phone number to call. 

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  • Evernote Expert
9 minutes ago, drtiff said:

Does anyone know if I can turn sync (to cloud) off?  I use the Windows application

This is not an Evernote function. You would have to locate Windows application that would enable this.

You could open a new free Evernote account with a different Email address. Add you new notes in the new account. Once you have the issue with your existing account problems resolved your could export from the news temporary account into your original account.

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Thank you for your response.  And I appreciate the suggested solution. I really hope I don't have to use it, but some solution is better than none (!)  Not that I have a second email (I used to) but maybe I can use a gmail hack to, essentially, fake one. Thanks again.

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  • Evernote Expert

You can often use the plus + extension for an Email address. Eg your normal address is name@domain.com

You can use name+anything@domain.com

Certainly works for most of the free public domains such as Gmail and Outlook.

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  • Level 5

If on Apple devices and being subscribed to any iCloud services (a small storage extension will already do), you can use private email addresses. They are random iCloud addresses that will forward any traffic to a regular mail account. The recipient will only see the iCloud address.

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