Offered discount won't apply to my current plan.

[CindyinElk]

Received email offering a 25% discount.  At checkout there is no discount.  Had two chats.  No resolution.

[Mark]

Can you post a screengrab of the email?

[CindyinElk]

 

[Mark]

So when you click on that link what price do you get? 

You'll need to pay for a full year which, I assume, is where the discount is (paying in one go for a year vs paying monthly).

[CindyinElk]

The full amount ($119.88).

[Megan]

Hi @CindyinElk, happy Thursday, let's jump into this! 

It'll sound a bit trivial, but bear with me: can you try to access this email using a different browser, then access this link there? When you do that, do you see the same pricing? 

I just want to make sure this isn't a browser related problem. 

Let me know of the results! 

[CindyinElk]

I usually use Firefox, but tried Safari.  Same result.

[CindyinElk]

Thank you Mark and Megan for acknowledging and trying to understand the issue.  I'm not an online community user, but I can see where it might be helpful in certain situations.  I've learned a lot trying to do my own troubleshooting.  My takeaway is that I will stay with my free version and abandon plans to upgrade.  I will research other options with better customer service.  Chats, a help center, and a community forum have not resolved the issue, whereas a phone call most likely would have.  It should not have been this hard.  Thank you again!

[Jay]

Hi @CindyinElk, we appreciate the feedback about the applying of the promotional offer to your account.

If you would like us to assist on this matter further, feel free to contact the support team. You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link.