ZenfolioReviews of zenfolio.com

Reply from ZenfolioFeb 9, 2026

Hi there, Marie! We’re really sorry to hear about your experience and understand why this would be concerning. We don’t see any recent support cases tied to your account, but our team would absolutely like to take a closer look and help sort this out. Please reach out to us directly at [email protected] with a few details, and we’ll make sure someone is there to help you every step of the way.

Reply from ZenfolioFeb 2, 2026

We’re really sorry this was your experience, Henry. Being locked out of your account without warning, especially after putting time into building a gallery, is understandably frustrating. You’re right to expect clear communication and a reliable way to regain access. Our Director of Customer Care has personally reached out to you. If you decide to continue with Zenfolio, our team is committed to helping you get back on track and ensuring you have the access and guidance you need. Either way, we appreciate you sharing this feedback, as it does help improve.

Reply from ZenfolioJan 26, 2026

Thank you for taking the time to share your feedback. We can hear how frustrating this experience has been, and we’re genuinely sorry it’s left you feeling stuck. Being able to manage your business on the go isn’t a “nice to have” anymore; it’s essential, and we understand how limiting it feels when that flexibility isn’t there. We do want to share that NextZen, our new platform, is available now and was built to be fully mobile-friendly from the ground up. Managing galleries, settings, and your business from a phone or tablet is a core part of the experience. If you’re open to it, we’d encourage you to reach out to [email protected] to learn more about the migration process and what that would look like for your account. Regarding billing: a credit card is required to help reduce fraud and protect your account, as well as any funds you earn through Zenfolio. That said, if you don’t plan to renew or would like future charges disabled, our support team can take care of that for you — just send them a note, and they’ll make sure everything is handled correctly. We never want anyone to feel unheard or trapped, especially after investing so much time into their business. Our team genuinely wants to help, and we’d appreciate the chance to work through this with you and find a better path forward.

Reply from ZenfolioNov 17, 2025

Hi there! I’m really sorry you’ve had such a frustrating experience trying to get back into your account. That’s definitely not the kind of start we want for anyone! It appears that our team has already reached out to gather additional information so they can investigate the matter further. However, just in case that message didn’t reach you, I’ve asked them to follow up with you again. Thanks for giving us a try, and we’re here to help you get things back on track.

Reply from ZenfolioOct 28, 2025

We completely understand how frustrating it is to experience a price increase—especially without much notice. We truly didn’t intend for it to feel sudden or unfair. We'd like to look into your specific account details to see what happened and what options might be available. We've requested additional information through Trustpilot so we can follow up directly and review this further for you. Please know that we value every photographer who trusts us with their work and storage, and we will do our best to help find a resolution.

Reply from ZenfolioOct 14, 2025

We’re sorry this was your experience, Jennifer. Our chat system begins with an automated assistant to direct questions quickly, but a live support specialist steps in right away for billing or account matters. It looks like our team connected with you within minutes and promptly issued a refund to resolve the charge.

Reply from ZenfolioJul 1, 2025

We’re truly sorry to hear how frustrating this experience has been, especially after nearly two decades with Zenfolio. We understand how these changes in functionality have impacted your workflow, and you’ve raised important points around gallery continuity and ready access to your work. These are not taken lightly, and your feedback is being shared with our team as we continue working to improve the Archive tool. We do want to let you know that a migration plan is in place to help existing customers move to our updated platform without needing to manage two separate accounts. You can learn more about that here: https://zenfolio.com/nextzen-migration/ More updates to come soon. Thank you again for taking the time to share your experience, and please let our support team know if you need assistance with anything at all.

Reply from ZenfolioJun 16, 2025

We're genuinely sorry to see you go after so many years with us, Benjamin, and understand how frustrating your recent experience must have been. After taking a peek at your account, we didn't see any slow-loading images. For your remaining time with us, feel free to reach out so we can look into this for you. We’ve looked into your account and can confirm that your refund has been processed, and you should see it reflected shortly. While we completely understand your concern about the charge, in many cases, banks will automatically update card details behind the scenes, especially with recurring payments. We recommend reaching out to your card provider if you'd like more information on how that works. It’s disappointing to part ways under these circumstances, but we’re grateful for the time you spent with us over the years. Wishing you all the best with your photography journey ahead.