NumeradeReviews of numerade.com

Reply from NumeradeMar 12, 2024

Hey Thomas. Thanks for taking the time to leave us a review. Here is some information regarding your account: -Your free trial began on Feb 4th. -Your free trial expired on Feb 11th. -You emailed our team to cancel you on Mar 11th. As the trial was not cancelled, it resulted in the monthly subscription.

Reply from NumeradeMar 8, 2024

Hey Bart. Thanks for contacting us on TrustPilot. Our team has replied to your support ticket from today, 3/8. To reiterate what we found- it appears you have created separate accounts using multiple emails. The accounts you shared with us were already cancelled with no charges, and it is highly likely another was created and not cancelled. Please note that creating multiple accounts is against our policy, however we are awaiting your reply in order to locate and help cancel this extra account.

Reply from NumeradeFeb 23, 2024

Hey Marie. Thanks for reaching out. As our support team shared on your ticket, we've already issued one courtesy prorated refund for your original annual/$119.88USD subscription, however, you then accepted a special offer to receive 2 free months then put on a $6.99 plan (this was manually accepted and not cancelled post free months). While this new plan is now cancelled, we would not be able to issue another refund as well.

Reply from NumeradeFeb 23, 2024

Hi Kate. We are unable to find any subscription linked to your name nor any prior support tickets to be able to pull up an account via an email search. Please feel free to contact me directly at [email protected] to help locate an active subscription that you or someone in your household may have signed up for. Thank you.

Reply from NumeradeFeb 20, 2024

Hey Shawni. We are unable to locate any subscription or support ticket related to your username. We'd love for you to send an email to us to assist further (directly message me at [email protected]) or please update your review with any more relevant information. Thank you.

Reply from NumeradeFeb 15, 2024

Hey LP. Thanks for taking the time to leave us a review. As our team confirmed with you, the free trial was not cancelled before it expired. Users who properly cancel their free trial may never be charged, as this is all automated by a major, national 3rd party subscription & payment processor. Our team has shared the activity log that unfortunately shows when the trial ended vs. when it was cancelled. Unfortunately, a refund cannot be issued when no clear issues arose other than the trial not being cancelled. We understand that this is not the outcome you hoped for, but we must adhere to this policy to ensure fairness across all our users. Numerade subscriptions include a free trial and are self-cancellable. After the trial ends, the plan is billed in advance on a monthly or annual basis. All subscriptions are recurring and will automatically renew after the end of each paid subscription period, until cancelled. In this instance, as shared above, the free trial was not canceled in the required time frame.

Reply from NumeradeFeb 13, 2024

Hey Jordan. Thanks for taking the time to leave us a review. While I do see your support ticket from today, 2/13, has been resolved, please allow me to summarize some key points. 1) It appears you have created a subscription with us before, having one back in 2023. 2) You signed up again on February 4th, 2024, for a second time. Unfortunately, this second free trial was not cancelled, thus the monthly subscription charge (the trial expired on February 11th). 3) Our CS team manually cancelled on your behalf today, and you retain access until March 11th (a refund was unable to be issued). 4) Numerade subscriptions include a free trial and are easily self-cancellable. Users do not need to both self cancel and email us to cancel. Most users self cancel in their billing page, but should they need assistance, may email us and we will cancel for them (as in your case). 5) All registered users are sent a welcome email, general marketing emails, as well as a cancel confirmation email once they cancel or their paid subscription ends- we encourage you to please check your spam folder in case any of these were missed. Users may also refer to the billing page which shows them all the information regarding their trial, end date, and plan information.

Reply from NumeradeFeb 7, 2024

Hey Jade. Thank you for taking the time to leave us this review. In looking at your support ticket from Sunday, February 4th, you shared with us that you forgot to cancel your free trial and were requesting a refund. Given that the trial was not cancelled, a refund was not able to be issued in this instance, however you do retain full access for the month. We also provide users the option to receive a reminder before their trial ends in order for them to decide whether to cancel the trial or enter into their subscription. If you have any further questions feel free to reopen your support ticket with us.