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Billing issue - no easy way to get help

John Anderton
  • Edited

Well, after using Capture One for Fuji for some time, I suddenly receive an email saying that my subscription payment has been declined. Checked with PayPay, and they can see no reason why it's happened - there are plenty of funds and the pre-approved payment is still set up. The only odd thing I can see is that £10.00 has been requested when all previous payments were for £9.99. Would the extra £0.01 mean that the payment would be declined? Anyhow, I'm now being threatened with my subscription being cancelled. No way to contact anyone, just the option to raise a support request. When you do that you receive a response saying it may take a long time for support to reply. As for me, if my subscription is cancelled I'm back to Adobe with a copy of Iridient X-Transformer. Adobe aren't perfect, but at least they have professional billing support.

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Comments

6 comments

Date Votes
  • Keith R
    Top Commenter

    They have Facebook and Twitter presences - maybe rattle those cages?

    https://www.facebook.com/captureonepro/

    https://twitter.com/captureonepro

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  • billtils

    John

     

    I had exactly the same issue (but with the Nikon version).  You can see the thread here:  https://support.captureone.com/hc/en-us/community/posts/360015712217-Speak-to-real-person-about-billing-issue

    I did what SFA suggested and got a response from C1 a day later by which time I had cancelled and deleted FastSpring payments from my PayPal account and opened a new regular payment using a different method, which worked.

    The reply confirmed there is a "rounding up" issue with FastSpring.

     

     

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  • John Anderton

    Thanks for the replies folks. I’ll wait and see what the support request brings.I imagine the email from FastSpring is automatically generated when a payment fails, and there is no human intervention up to that point. If I stick with C1 I may well just pay yearly and save the hassle.

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  • billtils

    Good point on the pay yearly option.  So many plans from the various companies seem to be "monthly subscription" I had overlooked that but will go that way when renewal comes up.

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  • John Anderton

    Hi billtils - FastSpring have again attempted to claim £10 rather than £9.99 and again, not surprisingly, the payment was declined. I also received a useless response from C1 order support in which they said that the problem was probably due to a credit card linked to my PayPal account (it isn’t). Can I ask you, when you solved your problem, did you cancel your previous C1 subscription and start a new one? I’m wondering if it might be worth me trying that before I move everything over to Adobe. Thanks for your help.

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  • billtils
    • Edited

    John

    No, I killed the PayPay payment instructions then signed in to my C1 account and changed the payment system to direct from my CC.  I think the problem may be that PayPal will not authorise the transfer of funds to FastSpring unless the amoiunt requested is exacltly the same as what I have authorised.

    FYI, the response from CaptureOne to my "what's going on here" included this:  "Thank you for reaching out! I have reported a similar issue with the price being rounded up to our payment provider and they promise to have it fixed with the database update mid-June."

    Don't cancel your subscription though - if you do that the new one may be at a higher rate, depending on when you first signed up.

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