davetriggs 4 Posted April 15, 2015 Share Posted April 15, 2015 I renewed Evernote Premium in iTunes on 6 April, but my Evernote account showed as Free. Two days later, after reporting the issue via iTunes the receipt mail shows up. I'd hoped this would be an automated process, but perhaps not. My Evernote account showed as Free. I submitted a support ticket (1014323) on 8 April, and the auto-reply from Evernote includes instructions for getting your money back from iTunes, so I guess they know renewal via iTunes doesn't really work. As requested in the mail I replied with the iTunes receipt when it arrived. With no response from Evernote by 14Apr I submitted another ticket (1022236) with the receipt in case that helped. Still no reply, account still shows Free when logging in on the web, etc. I gather the way to get things done is via chat, but "Chat is only available for Evernote Premium and Business users." so no help trying to get recognized as Premium. Apple support now suggest they give me a refund and I try to order again. Is this worth trying, or is the process completely broken, in which case this option should be removed from iTunes? Actually free gives me most of what I need, but I appreciate the stability improvements Evernote have been making, and I'm happy to support them in return for a few things like related notes that I use; but I'm getting rather frustrated after paying for Premium for another year without getting anything! Link to comment
Level 5* gazumped 11,652 Posted April 15, 2015 Level 5* Share Posted April 15, 2015 Hi. Evernote CS are normally pretty quick at responding on payment issues - did you choose "payment issue" in the first dropdown after logging in here ? > https://www.evernote.com/SupportLogin.action If you can get a refund from Apple I'd suggest renewing via Evernote.com direct. AFAIK the payment process isn't broken as such, but the connection back to Evernote does seem awfully noisy on occasion... I'll flag your earlier ticket for an Admin to look at. Link to comment
davetriggs 4 Posted April 15, 2015 Author Share Posted April 15, 2015 Thank you for following up. I did select "Payment or billing issue". The money was already on credit with iTunes, so I'd prefer to pay that way this time, but I won't make the mistake of trying to renew via iTunes again. Link to comment
Level 5* gazumped 11,652 Posted April 15, 2015 Level 5* Share Posted April 15, 2015 OK - you should get some response from Evernote reasonably quickly (I hope...) Link to comment
Ex Employees charboyd 272 Posted April 15, 2015 Ex Employees Share Posted April 15, 2015 Sorry to hear that you are having subscription issues! Please refer to this article if you're account is still showing Free after purchasing Premium from iTunes: https://evernote.com/contact/support/kb/#!/article/104035913 I've escalated your issue in the support team and they will assist you with any further issues you have with upgrading Link to comment
BurgersNFries 2,407 Posted April 16, 2015 Share Posted April 16, 2015 BTW, I would advise against buying premium from iTunes (not that you asked). That method seems to be fraught with problems & has been for several years. I don't know why it has been so problematic for so long. Link to comment
davetriggs 4 Posted April 16, 2015 Author Share Posted April 16, 2015 Thanks for the help getting Evernote support to look at this. I've now been contacted by Evernote support who said they had "manually upgraded this account to Premium while this is issue investigated". Unfortunately if I log out and back in in Chrome on Windows the account still says Free. I've advised support of this by mail yesterday, but the account still shows Free today. Actually iTunes support have been helpful, but point out don't have a lot of control over things on the developer end. It looks like this could be a long process, even before Evernote support can start their investigation. Link to comment
Level 5* gazumped 11,652 Posted April 16, 2015 Level 5* Share Posted April 16, 2015 Hang in there - hopefully you'll get sorted out soon - although we're rapidly approaching another weekend... Link to comment
davetriggs 4 Posted April 18, 2015 Author Share Posted April 18, 2015 Thanks, support were able to upgrade my account to Premium as per my payment - just in time for the weekend! Next time I'll be renewing direct Link to comment
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