Does your system not send a reminder before renewal is due? If not I think it should at least 7 days prior

    • admin

    • Post #17

    Shockwave Currently it doesn't because it relies on auto-renew. With auto-renew cancelled, you will see that your subscription has expired when you log in and give you 3 days before schedules are paused.

        admin I think that you have to by law
        "You must notify your customers to explain that their contract will renew. Send the notification a reasonable amount of time before the renewal date. "

        And this from .gov
        "Terms that may be unfair include
        Automatically renewing your customer’s contract or subscription without requiring you to take sufficient steps to inform them before doing so.
        EXAMPE
        This will be a rolling contract that will automatically renew unless you contact us 24 hours prior to renewal in order to cancel.

            • admin

            • Post #19

            Shockwave This is outsourced and dealt with by Paddle - our third-party payment provider.

            Actually, it looks like Paddle will send the billing reminder, depending on the location.

            More details here: https://www.paddle.com/help/manage/your-customers/enhanced-billing-notifications-location-list

            And specifically for the UK:

            Regions in the United Kingdom

            All regions within the UK require auto-renewal reminders for subscription periods of six months or longer.

            *Please note that rules and regulations are constantly changing. We will be revising these notifications when needed, and will update this page accordingly.

            So this means that users on the 3 month rolling plan have not received this, but users with an annual sub will, prior to their auto-renewal.

                admin Thanks, we have all learned something

                  a month later

                  • Booji

                    • Post #21
                    • Edited

                    I had a 3 month sub which was automatically renewed on on 12/2. I must admit I didn't realise it auto renewed and it went straight into my junk mail folder. I only took 3 months as I had only been a member for about a month until subs started and as a new owner of a battery I wasn't sure I would need it. Little did I know that GE is so poor with timing event I would need your service even if I don't use Octopus agile or intelligent options. Is is possible to cancel the 3 month renewal and change it to a 12 month sub or is it too late now. ID delicious-can

                      Booji We can refund you the 3 month sub - and cancel it, and you can then take out an annual one instead?

                        • Booji

                          • Post #23
                          • Edited

                          Yes please. Happy to do it from the original date. Please let me know when it's done and I'll redo a 12 month 👍

                            • admin

                            • Post #24

                            Booji You should be able to buy the annual sub now, and we'll refund you the 3 month one, may take 5 business days to get processed, cheers.

                              a month later

                              I'm finding the subscription info pretty opaque - is there a way to upgrade? Where do you cancel if you want to?
                              Auto renew by default is not made clear, but maybe I didnt see it in the small print. Auto renew can be sneaky practice and needs to be made very obvious and accessible. I'm sounding grumpy aren't I - I'm not really, WW is a great product which saved me a lot of coding as I intended writing my own dashboard - but I've just gone round in circles wanting to upgrade from 3 months to annual - how do I do that? My subscription expires tomorrow.... thanks, dave

                                davemattey Hi Dave - thanks, you don't sound grumpy.

                                You can cancel auto-renewal of your current subscription by following the instructions here: https://community.wonderwatt.com/d/467-introducing-our-subscription-model-october-2024/112

                                Once done, the auto-renew will not happen and once your subscription expires, you have 3 grace days of subscribing, which in your case you can do by choosing the annual sub.

                                Hope that makes sense!

                                    admin Thanks - all clear. It would be great if subscription management can be administered more centrally rather than finding a old email froma a third party. A few words of explanantion on the subscription page would be really helpful. But all sorted and good for another year!