Can't cancel auto renewal? Now have to pay for another year?

[Robwan]

Last year I canceled my corona license a day or two before expiry and took out a new one on black friday for the discount (as many people do).


This year I don’t need a license as I use my work machine for everything. But I can't cancel now and it's 20 days before expiray, so I will get charged for a whole new year for a product I won’t use??


Will this really happen? 😞😞😞 Any light shed on this will be really helpful.

Thanks

[romullus]

Did you try to press that contact us link? No one on the forum can solve licensing issues, you need to open a ticket at Chaos help portal: https://support.chaos.com/hc/en-us/requests/new

[Robwan]

Thanks, yes I have sent a ticket, but also posting here as there is another post about it over at chaos where people are saying support is not getting back to them https://forums.chaos.com/forum/licensing-forums/licensing-problems/1187370-no-way-to-cancel-auto-renewal-on-the-website

I actually went through my emails and found that last year I cancelled 3 days before, but this year I am 20 days away and cannot cancel.

I am aware that something changed on chaos' end and it's now 30 days notice (no idea when this came into play, I don't seem to have any email about it), but really hope I don't have to spend another £300 or however much it is.

My wife also purchased same time and needs to cancel so it's a double blow if we both have to pay. Glad we've noticed with 20 days left so there is potentially time to sort.

[JoeS]

Interesting I just found out about the auto renew when they debited my account. I had no idea, and then I found out the price has been increased substantially. I have not been able to use corona 10 due to a bug with forest pack. The price increase on this software is ridiculous.

[hurrycat]

This is outrageous. I am on Corona Premium and want to switch to Corona Solo because I have no use for Phoenix or Scans.

Because of this thread I found out that I cannot change my subscription until a month before the year ends. I don't remember agreeing to something like this and in any case such limitation should have been more obvious.

I hope to resolve this with support.

[Robwan]

So you know, both me and my wife submitted a ticket about it to chaos 2 days ago. She got a reply the next day and they canceled her auto renewal. I, on the other hand, am still waiting.

Hurrycat, hopefully they will get back to you soon

JoeS, I reckon send a ticket asking for a refund explaining your situation.

As you've both stated, you had no idea about this and did not remember signing up to it, just like myself and my wife.

I'm sure it's not intentional on chaos' part so I do hope it gets resolved.

[JoeS]

Update ! I realised I have no payment info on my account so chaos have sent me an invoice requesting payment. What a joke! this customer service is some of the lowest I have ever encountered. No options to change to solo and no real communication. What a dumpster fire. And I have projects on, thanks for the smooth transition chaos.

[Jpjapers]

I also just discovered that autorenew was a thing having been planning on downgrading since ive not used phoenix or scans in the last year.
The renewal charge also didnt match the charge listed on the email i recieved last year telling me what my next renewal price would be.
Support are telling me there was a price increase. I cant find a single email mentioning it.

[dj_buckley]

The renewal charge also didnt match the charge listed on the email i recieved last year telling me what my next renewal price would be.
Support are telling me there was a price increase. I cant find a single email mentioning it.

Same here, getting in touch is currently on my todo list, but as it's been mentioned I'll chime in.  My renewal quote was £358.80, I have it written in black and white next to 'Next Billing Amount (vat/taxes included)" - yet I was charged £430.56.  Where do we get our refunds from for the difference?

And I also haven't received any 'price increase' notifications.  The price increase was when you forced us all onto annual.  And that was a significant one.  Are support suggesting there has been another significant increase less than 12 months after that?

You can't explicitly state that you're going to charge someone X amount and then bill them a completely different amount when the time comes?  At least not without their approval.

Interestingly, £358.8 + VAT/taxes = £430.56.  It's clear on the quote though that the £358.80 already includes VAT/taxes, so I'm sure it's a simple mistake that will be rectified.  It seems it's happened to most people though as I've just spoken to someone else who's reached out to support today about it.  The worrying thing is, a lot of people won't even notice.

[Jpjapers]

The renewal charge also didnt match the charge listed on the email i recieved last year telling me what my next renewal price would be.
Support are telling me there was a price increase. I cant find a single email mentioning it.

Same here, getting in touch is currently on my todo list, but as it's been mentioned I'll chime in.  My renewal quote was £358.80, I have it written in black and white next to 'Next Billing Amount (vat/taxes included)" - yet I was charged £430.56.  Where do we get our refunds from for the difference?

And I also haven't received any 'price increase' notifications.  The price increase was when you forced us all onto annual.  And that was a significant one.  Are support suggesting there has been another significant increase less than 12 months after that?

You can't explicitly state that you're going to charge someone X amount and then bill them a completely different amount when the time comes?  At least not without their approval.

Interestingly, £358.8 + VAT/taxes = £430.56.  It's clear on the quote though that the £358.80 already includes VAT/taxes, so I'm sure it's a simple mistake that will be rectified.  It seems it's happened to most people though as I've just spoken to someone else who's reached out to support today about it.  The worrying thing is, a lot of people won't even notice.

Yup identical situation. Its ridiculous because i spoke to Tom on the fb group and he mentioned there hasnt been a price increase so something somewhere has gone wrong. I also really dislike how renewals cannot benefit from the black friday discount. Absolutely no benefit to being loyal anymore. After a solid decade of being a corona user and hyping it up to everyone i know im starting to get a bitter taste in my mouth in regards to the direction the company is going on the business side. I dont like being held at ransom for the software i use and this is giving me the push i need to start looking into Unreal as a visualisation tool. Charging double for monthly payments was bad enough. Im giving the benefit of the doubt this time until a resolution is negotiated.

[dj_buckley]

It's a Chaos thing, not a Corona thing I feel.  When it comes to the business side of things, Corona and Chaos still feel like completely separate companies.  This whole price increase/annual subscriptions etc has been an abomination in terms of communication from the start.  Both external communication to customers and internal communication inside Chaos.  We've got the devs on here telling us one thing, Chaos support telling us another and then Chaos billing doing something completely different again.

Communication seems to relatively poor behind the scenes.  There's another live thread on here at the minute about Phoenix Memory leaks where the devs have said one thing, and support have said another.

I do feel sorry for the devs on here though because they're the ones who get it in the neck from us lot, and they're genereally excellent, but we have nowhere else to vent.  On the other hand, I guess they have to take the rough with the smooth, when you sell to the suits, you have to be prepared to take the inevitable backlash that comes with it.  Bigger leagues, bigger problems and all that. 

[Jpjapers]

It's a Chaos thing, not a Corona thing I feel.  When it comes to the business side of things, Corona and Chaos still feel like completely separate companies.  This whole price increase/annual subscriptions etc has been an abomination in terms of communication from the start.  Both external communication to customers and internal communication inside Chaos.  We've got the devs on here telling us one thing, Chaos support telling us another and then Chaos billing doing something completely different again.

Communication seems to relatively poor behind the scenes.  There's another live thread on here at the minute about Phoenix Memory leaks where the devs have said one thing, and support have said another.

I do feel sorry for the devs on here though because they're the ones who get it in the neck from us lot, and they're genereally excellent, but we have nowhere else to vent.  On the other hand, I guess they have to take the rough with the smooth, when you sell to the suits, you have to be prepared to take the inevitable backlash that comes with it.  Bigger leagues, bigger problems and all that.

Absolutely agree. The team here are always fantastic and have been since the start. Its only since the chaos takeover that things have started to go a bit sour.

[Customer Success]

Dear customers,

Thank you for all the transparent feedback shared here.

It is our highest priority to ensure an impeccable experience to all our customers at all times, and we acknowledge this situation may not have lived up to that standard. Since the issues pointed out in the threads here are individual to each user, we would like to get in touch with you directly to discuss your situation further. To that end, we will be reaching out to you privately to proceed with this conversation.

We appreciate your understanding.

Warm regards,
The Chaos Customer Success Team

[dj_buckley]

Lol exactly what we've been discussing.  This response couldn't feel any more corporate.  A faceless canned response.  Surprisingly I've not heard back from support yet despite raising a ticket on the issue over 72 hours ago and counting.  They must be making a killing in interest with all these overpayments they're holding

[Frood]

Lol exactly what we've been discussing.

Amazing, yes. A destitute and clinical "message" that reads more like a "don't tell unsuccessful stories about 'success team' in public" directive. And 'Warm regards' feels rather like being welcomed in a fridge. I should really start to use AI to train myself being able to communicate with the disembodied :)


Good Luck

[bishbashross]

Waiting 13 days now for a reply now to my ticket over at Chaos and I'm fairly sure the current renewal process is not legal here in the UK. Pretty pissed off tbh. ticket #176988

[dj_buckley]

Ironically I have just had a response from support and it's abysmal.  This was the response:

"Please be advised that the renewal price for your V-Ray Solo subscription is £358.80 and you were charged with VAT this year, therefore the total amount is £430.56.
 
In accordance with EU VAT legislation, VAT will be applied only to orders in those countries where exemption documentation or a valid VAT ID has not been supplied at the time of payment.
Kindly share your VAT ID in order to validate it and refund you for the VAT amount. "

I've got two issues with this response

A).  I don't even have VRay Solo, I have Corona Premium.

B).  My issue isn't that I've been charged VAT.  It's that I've been charged VAT twice.

Incompetent isn't the word.  Corona Devs, I suggest you go and have a word with the uneducated support team as they're really pissing a lot of us off right now.

[davetwo]

I must say that I also also didn't realise I had auto-renewal set for V-ray until after it was paid. But after one email to support, it was cancelled and refunded within days.

I would imaging that the chaos licencing support is the same team for both V-ray and Corona (are you in the EU?) so I'd recommend re-contacting them to make sure there isnt some confusion about your case in particular.

I don't think much will be acheived by posting on corona user forum TBH.

[dj_buckley]

I'm already in contact with them via a support ticket, I've also got some Chaos customer success champion intervening via private message on here and now via email.  The super helpful devs on here were the ones who sorted the initial pricing issues out in the first place when we first had to make the switch to annual.  It was a mess back then but the guys here sorted it.  It seems 12 months later and the billing team still haven't sorted things out

[bishbashross]

Still no reply and it's been two weeks. Can somebody here get them to contact me please?

[rowmanns]

Still no reply and it's been two weeks. Can somebody here get them to contact me please?

I hope it's now sorted..