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Ellen G

Evernote Staff
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Posts posted by Ellen G

  1. Hi @Alai!

    It looks like my colleague has reached out to you by email after a chat earlier this week. Please keep in mind,  the student offer can only be redeemed once per valid school-issued email address. If you're trying to use the same email you did last year, you will not be able to redeem the promotion a second time. If you run into any other trouble, please reply back to your open support request so we can continue assisting you by email. 


    • Like 1

  2. On 10/11/2017 at 6:20 PM, BCampbell said:

    I’m having this problem, too. Have Premium subscription purchased through iTunes that Evernote is not recognizing. Long time paid subscriber who suddenly can’t access anything the way I need to. Super bummed. Submitted ticket #2234136 this evening. Hopefully the problem can be fixed soon. I’d hate to have to find a new service.

    Looks like this is a long ongoing problem that should have had a fix by now. @Ellen G

    Hi @BCampbell! I've grabbed your ticket, please keep an eye out for an email from me. In regards to the ongoing issue, unfortunately there's a few variables that factor into individual use cases. We are working closely with iTunes to address any and all open issues. I appreciate your understanding and concern for resolution. Let me know via email if there's anything else I can help with. 

    On 10/12/2017 at 5:36 PM, philosophus said:

    Now the renewal has taken. Thanx to Evernote Support for fixing it.

    Hi @philosophus ! Thanks for following up here to let us know everything worked out. I've grabbed your open support request and closed it to eliminate any unnecessary replies from the team. However, if anything else comes up, reply back to the email I've sent to reach me directly and we can continue correspondence there. 

  3. Hey @Fina36 @DrFrankBuck,

    As  @gazumped pointed out, my post above touches on what to do if you don't currently have an approved student email address:

    Not all school domains will be eligible, but by filling out the linked survey, you can get it on our radar for consideration! Feel free to let me know if any other questions come up. 

    @guntrainer66 I've been in touch with you via your support request, let me know by email there if anything else comes up.

  4. Hi, me again!

    I'm glad to see that this workaround helped out while we worked on this issue. 

    UPDATE: This issue has now been resolved as of last night. If you are still having trouble signing in to the clipper, please confirm you are on the latest version of the clipper and your Safari Privacy settings for Cookies and website date are updated to either "Allow from websites I visit" or "Always Allow." If you still experience an issue, please submit a support request for further investigation.

    Thanks again for your swift and thorough reporting on this one folks! Without your help flagging this, we would not have been able to act so quickly. 

  5. 15 minutes ago, Dgolf said:

    Ellen G. Thank you for the attention to this. NOTE: I was an early poster on this issue. It was happening months ago, long before Safari or High Sierra updates. It could be that I have a separate issue, but I tried all the workarounds offered here and none worked, as they seem not to have worked for others. Best success to you all. I hope I can use Clipper on Safari. 



    Hi Glenn!

    It sounds like you may be experiencing a different issue, but it might help to first check this post to double check your browser privacy settings:

    @NABcom it sounds like this may be the case for you as well. 


    As a heads up- we do not believe this is tied to the High Sierra update as it's not specific to Safari. 

  6. 13 hours ago, Tidewind said:

    Evernote Web Clipper stopped working for me tonight with Apple Safari. I deleted and reinstalled Evernote Web Clipper and am still having problems. I am using the following:

    2014 MacBook Pro

    macOS 10.12.6 Sierra

    Safari 11.0

    Note: Evernote Web Clipper does continue to work with Google Chrome — Version 61.0.3163.100 (Official Build) (64-bit)
    Any suggestions would be most welcome. Thanks.



    12 hours ago, kevmartian said:

    My web clipper is also not working in Safari 11.0 on my MacBook as of tonight


    11 hours ago, MonV said:

    My Evernote Web Clipper stopped working on my Safari browser. 

    Same as Brian, I deleted and reinstalled it several times, restarted browser, logged out and back in as well as rebooted my computer but still the same problem. 

    My details: 

    • MacBook Air 2015
    • MacOS 10.13 (High Sierra)
    • Safari 11
    • Evernote Web Clipper 6.12.4

    Anyone who has a solution to this problem? Thanks.


    11 hours ago, cbrandt said:

    Web clipper is not working for me either. Tried signing out and then back into Evernote and even Safari. It seems to be opening a tab which I think says that Evernote is successful but closes it so fast I can't really read all it says. And no new note is added to Evernote.

    I even uninstalled and then reinstalled the web clipper, then even updated it to 6.12.4 but still have that troublesome dot on the bottom left of the icon which has indicated previously that it isn't working, and it isn't. Luckily Chrome is working.

    Hi all, sounds like you've run into an issue we identified recently. See my post in this thread for more information: 


  7. 12 hours ago, csa78749 said:

    I'm having a similar issue with Safari 11since installing High Sierra. Firefox (55.03) is fine  Of course on Safari the red dot is gray.  Clicking asks for password the first time then just loops  I don't believe I'm blocking cookies

    Hi @csa78749 it sounds like you've actually run into an issue I've provided more information on here: 


    • Thanks 1

  8. 6 hours ago, Byter68 said:

    This delete, reinstall solution does not work in High Sierra for me.  Apple seems to have removed the "Always accept cookies from this site" option and "Accept cookies from websites I visit".  These optiions are not in Privacy or Websites that I can find.  I'm down to trying to log what Evernote web clipper login is trying to load and whitelisting those individually unless there are idea from other High Sierra users.  

    (Of course I notice this issue less than a week after premium renewal!)  ; )


    1 hour ago, Joshua Ochs said:

    Some serious thread necromancy, but since it's been hijacked for this new issue...

    Seeing the same thing on two systems running MacOS 10.12.6 and Safari 11, with the latest Evernote Web Clipper. Reinstalling does not help, logging in again does not help, and "Privacy > Cookies and Web Data" is set to "Allow from websites I visit". However, I do know that Apple significantly tightened what "visit" means, so if you're relying on that functionality to make the extension work, then you're probably out of luck. I'm certainly not going to allow everyone to track me so you can make your toolbar button work.

    Hi All, sounds like you've actually encountered a newer issue we identified today. More information in my post here: 


  9. 6 hours ago, hatamoto1961 said:

    The webclipper is the only reason to stay with evernote, but this has happened to me before and it's happening again now. None of the above solutions work for me, and I've had enough now—I can't be bothered to waste more time on this shoddy product. I'm a premium customer, but I won't be renewing. It's DEVONthink all the way from now on.


    5 hours ago, bluedaze said:

    I have now read through several threads on this topic.

    I am having the same issue on Safari Version 11.0 (12604., and Webclipper 6.12.4

    I have tried all the proposed solutions:

    - Enabling all cookies (really?  this is a thing? in 2017?)

    - Uninstalling, Clearing history, forcing quit, rebooting, re-installing

    - Uninstalling, clearing Safari history, forcing quite, going into Library/Safari/Localfiles and clearing it all out, re-installing

    - Logging into Evernote web version

    - Shouting very loudly at the screen

    Nothing has fixed the unable to log in to Evernote on Safari problem (the "dot" is still on the extension icon, and I get the open tab, login, logout cycle when I try to use it)

    The only solution appears to be either (a) Use a different product, (b) Use Chrome

    I am an Evernote premium customer - have been for 4+ years - but am now seriously reconsidering.  This is ridiculous.


    3 hours ago, laike9m said:

    Having the same problem:huh:


    3 hours ago, fvandersluijs said:

    Me too! Since today :wacko:


    2 hours ago, laferrereta said:

    Just started happening to me too. Have tried the above fixes with no success. It works using Firefox, but this is NOT my preferred workaround!


    1 hour ago, danAr said:

    Yes, I am having the same problem as well. When I click on the clipper button it only reloads the website again. Have tried the whole reboot, clear cache, reinstall clipper. nothin works.


    18 minutes ago, Abd said:

    Is there any alternative to Evernote? I'm tired of paying for this garbage that keeps on regressing with each passing year.

    Hey all, it sounds like you've encountered a new issue we've identified. There's more information here:


  10. 8 hours ago, rzz said:

    doesn't work 


    6 hours ago, Byter68 said:

    This does not work for me as of 10/4/2017


    6 hours ago, jeanaustinr said:

    I got the latest version (6.12.4), I believe, and I am unable to login to Web Clipper in Safari as well.


    5 hours ago, Chantal G said:

    Please support on how to get the Web Clipper extension in Safari logged in.

    I am using a Mac High Sierra OS 10.13, with Safari 11.0 and Evernote extension 6.12.4.

    Have deleted and reinstalled the extension but nothing is working. The extension remains logged off.

    The fix offered in January is not available under new High Sierra OS.

    Please advise!


    4 hours ago, bluedaze said:

    Doesn't work for me either - same issues - and have tried all the [old] proposed workarounds


    3 hours ago, chazzzzy said:

    Running Safari 11 and all of a sudden, I cannot log into the web clipper.. it looks like it logs in, shows a page for a second saying it's all good, but it remains logged out.

    This just started happening today.



    2 hours ago, Don0819 said:

    Just started happening to me today 10/5/2017. The dot shows on web clipper and when I click on it, it quickening brings up a new tab, says logged in, and goes back to the same state. On Mac OS High Sierra, latest version of Web Clipper (tried uninstalling and reinstalling twice).


    1 hour ago, shinydevice said:

    I have the same problem using macOS sierra and Safari 10.1.2. The evernote icon in the toolbar has a dot in the bottom left corner, clicking on it redirects to evernote (login). On return the icons appearance did not change and clicking it again just redirects without further action. Trying to re-download the extension from the evernote website reveals the following error during attempted install: Safari can't install this extension An error occurred while installing the extension “Evernote Web Clipper”.



    1 hour ago, tomwhitbrook said:

    Same problem here

    Hey all, it sounds like you're experiencing a new issue. Here's a post with more information:


  11. Hello Everyone, 

    There's been several reports coming in today about not being able to sign in to the Evernote Web Clipper (primarily on Safari). I'm going to merge/link the threads I find into this one so everyone can keep updated. 

    At this point in time, our development team is aware of this issue, and investigating a fix. We believe this occurred after our web release yesterday evening. 

    As a workaround while we work to correct this issue: 

    For Safari: Log in to the Web Clipper by signing into Evernote Web at https://www.evernote.com/Login.action and check ‘Remember me for 30 days’ when logging on.

    For all other browsers: Log in to the Clipper normally, but select the ‘Remember me for 30 days’ option when signing in.

    There is not a need to open a new chat or support ticket unless the above workaround does not work for you.

    We appreciate your patience and understanding while we work through this on the backend. 



    EDIT: Please see update below!


    • Like 2
    • Thanks 2

  12. Hi @Gregg M

    It looks like you worked with a colleague of mine on what you experienced. Please reply back by email to the agent you worked with if you have any other questions we can help with so we can get back to you in the most timely manner. Thank you for your understanding while we work to improve our response time during the increased volume of support requests. 

  13. On 9/29/2017 at 12:35 AM, Nicko71845 said:
    Hi guys
    I purchased a premium upgrade yesterday 28Sep17 but was short on iTunes credit so the difference of $13.19 AU was deducted from my linked bank account. It is still showing as pending on my bank app and I as yet have not received the upgrade. I did upgrade to Plus the day before (27SEP17) and this fee of $49.99 has been credited back to my iTunes account ok.
    I have also topped up my iTunes account so there is now enough to cover the difference. Will the bank deduction go ahead or is iTunes the only way to pay?
    I have raised ticket no. 2221876
    Thanks for your help

    Hi @Nicko71845!

    Per your other post, I've grabbed your ticket. Please keep an eye out for an email from me today. I appreciate your patience while we work through this increased volume of support requests. 

  14. On 9/29/2017 at 4:00 PM, glovertr said:

    I accidentally registered for Evernote Premium without the 50% discount. How to I switch to Premium for students and receive my 50% refund?

    Hi @glovertr I'm happy to discuss your options via support ticket since we don't share account detail publicly. Please open a support request here and reply with @Ellen G letting me know your ticket number so I can help out. 

  15. Hey everyone,

    I'm going to be grabbing the tickets you all have posted about and I will be reaching out today by email. 

    We appreciate all of your patience while we work through an increase of support requests related to multiple issues with iTunes. My apologies I've not been more present on the forums lately as a result. This is not the experience you should expect from us and we hope to return to our much more reasonable turnaround time as soon as possible.

    Thank you again for your understanding. If I missed your ticket and/or you do not hear from me today (Wednesday Oct 4) please flag me using @Ellen G

  16. On 9/13/2017 at 11:51 AM, paqpaq said:

    I live in Germany and have the same problems. Is Paypal not supported in Germany?!

    Hi @paqpaq PayPal is available for use in Germany, however, as Amanda H. touched on earlier in this thread, you must be on a Basic subscription to see the option for PayPal at checkout. Currently I am showing you're on a Premium subscription so you will need to first cancel and allow your account to return to Basic before the option for PayPal will be visible. No data will be lost in this process.

    For a list of Countries where PayPal is not accepted see this list: Prohibited Countries

  17. Hi @Polarizing

    I just wanted to check in and be sure I touched on your payment options within Evernote to provide a bit more detail around the issue with the promotional offer you received.

    Evernote does accept iDEAL and PayPal payments directly through our website, but due to the nature of how the processors interact with our system on the backend, we can only facilitate payments using these processors when upgrading your account from Basic and for the full price. Payment processors we partner with have their own guidelines for setting and updating subscription rates which we abide by. 

    Discounts you receive from Evernote are intended to be redeemed through our direct payment option (credit card) only. For this same reason, iTunes and Google Play will not accept discounts offered by Evernote, because our system is where we have the capability to make that offer. However, because iDEAL and PayPal are accepted through our website, we have a small amount of flexibility and try to offer solutions whenever possible. I've generated a ticket for you to reach out by email to discuss your account more specifically to determine our options there.

    While I understand this is not ideal (pun not intended but I'll take it in hopes of lightening the tone of the situation), this is a limitation we have at the moment and I cannot say that it will change in the future. We have several payment processors as options to allow our users to upgrade if they wish so they may find a method that works for them. Promotional offers are not guaranteed and will have eligibility requirements and restrictions, such as, the payment must be made through Evernote directly using a credit card payment. 

    As my colleague mentioned, there are other ways to earn free time with Evernote Premium that do not require a purchase, like referrals. 

    Please feel free to reply back to me directly if there's any other questions you have or feedback I can pass along to the appropriate team. We truly do appreciate your attention on this and I hope in the future we will have more opportunity to reward your loyalty as an Evernote user. 

  18. Hi @Marianne Brown!

    If you are maintaining two separate Evernote accounts and you'd like to combine them into a single account, you're going to need to take all of the notes from one account and merge them into the other account. Essentially, you're going to use the desktop application of Evernote to export your notes under your me.com account and import them to your icon account. 

    You can later swap the email addresses between the two accounts if you need  as well. 

    Let me know if you have any questions regarding this process, or if there's anything else I can help you out with.

  19. On 9/17/2017 at 3:26 AM, sekaye said:

    My account was charged THREE days ago yet my subscription hasn't been updated to premium on the web or in the app. It is beyond ridiculous that I'm currently paying for something that does not exist. I paid through the web with my credit card. My account is sekaye@gmail.com but I used my student email to get the discount and apply it to my personal account. My ticket number is 2208718. 


    Hi @sekaye I've grabbed your ticket, please keep an eye out for an email from me. It looks like you may have purchased the subscription under a second Evernote account tied to your student email. I've adjusted my response and emailed you next steps. I look forward to hearing back!

    3 hours ago, mrtn@orkz.net said:

    My upgrade to premium is not activated in the evernote app. It dose show up on. This is my third ticket so please respond. ticket nr. #2212706

    Hi @mrtn@orkz.net we do not currently have a way that iTunes subscriptions can move from Plus to Premium solely through iTunes. I've picked up your ticket to discuss how we can resolve this and proceed with getting you on your Premium subscription. 


    Thanks to everyone for updating your posts, glad to hear things are getting resolved for you! Please excuse the delays, our CS team is experiencing a bit of a backup and we're working hard to try and get to everyone ASAP!

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