September 23, 20241 yr Very frustrating experience... Tried to buy a license, had the wrong verification code on the Credit Card. Now, I cannot change the payment method on the account menu. The option to change payment method simple does exist in the menu (!). Asked support for help, and every response takes 24h with no success... 1 - I want to change my payment method. 2 - 24H wait. 3 - Please confirm that you need to change the payment method 4 - 24h wait. 5 - Yes, I want to change the payment method and BUY your product, here is the error I get... 6 - 24h wait. 7 - Sorry, there is no option to change the payment method... I'm reaching out to the billing team... 8 - 24h wait. 9 - Please try again with a incognito window and paypal (????) 10 - No solution given.... Good luck relying on this product and support for some serious data storage... The options to BUY the product does not work, and the support is slow...
September 23, 20241 yr 1 hour ago, rgmorales said: Very frustrating experience... Hello @rgmorales, I'm very sorry to hear about your experience. I just wanted to respond that this issue only seems to be affecting you and 2 others that we know of and we've been diving into the issue to try and track, reproduce, and fix the error. An alternative purchase method is available on our website if you do not wish to try step 9 above. Via https://unraid.net/pricing you can select your license, pay and activate the license via your currently running trial. Here are instructions for activating the license: https://docs.unraid.net/unraid-os/faq/licensing-faq/#how-to-redeem-a-license-activation-code Please let us know if you have any issues with the above, and we apologize for the inconvenience.
September 23, 20241 yr @rgmorales Just a quick follow up regarding your support experience. We take this kind of feedback very seriously and I do appologize that we have not been able to provide a quick solution for changing your purchasing method for Unraid. This case has been escalated to me and I will ensure that you are provided with timely responses until we get this resolved.
September 24, 20241 yr Author I was able to finally buy the product!!! But I had to figure it out by myself... and try multiple things in order to do it... It is really concerning that we have to do so much work just to get a license you are willing to pay for. If it was some other type of user, less technical, the user would just give up and use another product. I had to purchase without login into my account, and using PayPal instead (which some other customer may not have). I got the activation key, but when trying to activate, was getting the same 500 error. I them "purchased" again but using the activation code, honestly I don't even remember all the steps I took, but the server is now activated. This should not be this hard to do. All I needed was an option to change the payment method in the account menu, something that does not exist. I got no help from the support... which has an SLA of 24 hours. If it is a Friday, good luck... You can close this case, I don't want to sound cranky, but the very first experience is not ideal.
September 24, 20241 yr 12 hours ago, rgmorales said: I was able to finally buy the product!!! But I had to figure it out by myself... and try multiple things in order to do it... It is really concerning that we have to do so much work just to get a license you are willing to pay for. If it was some other type of user, less technical, the user would just give up and use another product. I had to purchase without login into my account, and using PayPal instead (which some other customer may not have). I got the activation key, but when trying to activate, was getting the same 500 error. I them "purchased" again but using the activation code, honestly I don't even remember all the steps I took, but the server is now activated. This should not be this hard to do. All I needed was an option to change the payment method in the account menu, something that does not exist. I got no help from the support... which has an SLA of 24 hours. If it is a Friday, good luck... You can close this case, I don't want to sound cranky, but the very first experience is not ideal. Thank you for following up here @rgmorales I have responded in your support ticket as well to let you know that we appreciate all your time and feedback as we work through the technical bug with our purchasing infrastructure. I assure you that even though you were able to complete your purchase with a workaround we will continue to work on this until it is resolved.
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