Payment Problem

Community Support
1

Hello,
for around 7 days I can’t renew my Rocket Chat subscription.
I swiched card on rocketchat panel but still nobody from support / sales team can help me fix it.

Can someone just press " charge my card" button ?

Best regards,
Jan

2

I’ll ask the team but a lot of my contacts are on vacation right now so might take a while.

They’ll need your workspace ID.

3

Thanks a lot, can I send it here(ID) ? Or maybe ticket number ?

4

Yup.

ID & ticket number.

5

https://relentlessspzoo.rocket.chat/ - this is ID right ?
Ticket : 102645 and 100631

6

@reetp I think I will just switch to another program as getting customer service reply for 7 days is too much in 2024 to be honest

7

Normally this:

Screenshot_20241227_150241_RocketChat Experimental
Screenshot_20241227_150241_RocketChat Experimental792×1074 105 KB

8

I don’t disagree.

I’ve spoken to my contact and asked them.to kick butt.

Please let me know if you hear from them.

Thanks.

9

I can’t check it as my whole screen looks like this :

This Workspace has been Cancelled

This Workspace has been cancelled and scheduled for deletion. If this is in error please contact: cloud.support@rocket.chat and include the URL of your workspace.

10

And when I contact email as in that notification I get reply :
"We could not find a support contract for your organization, which probably means you are using a Community Workspace or you are subscribed to the Starter Plan, for which we do not offer dedicated support.

If you believe this is a mistake, please ensure you are using your company email address, or have your team’s designated Authorized User submit the ticket instead. If neither helps, please reach out to your CSM."

So it’s infinite customer service “fuck off” loop

11

Better tell us abour your version & licence and exactly what happened. But of history, deployment etc.

I can’t tell much without.

I have messaged my contact but it is Christmas so likely short staffed. Get me the info please.

12

I just got reply!
Support told me I need to pay almost 2X amount I used to pay monthly and I can activate my workspace.
Awesome :slight_smile:

13

As I know nothing of the before and after as you haven’t told us anything, it is hard to comment.

Your first issue was “I can’t renew my subscription” and “no one can help me” - which we resolved - suddenly it is now “the price has gone up” :man_shrugging:

I can do miracles quite quickly, hence their response. But the impossible takes a bit longer…

This is really technical support, not accounting.

If you tell us more about your server & setup I’ll try and help, but you need to start telling us a whole lot more of the story.

14

Dear @reetp
if this forum is nout about accounting support then why I got message that I should ask community here?
I’m sorry if I shouldn’t do it but this is only option.

Story :
I was using Rocket Chat for a long time and I had price set up by Leonardo Perroco (support team) as I have only around 15 people in my team and basic is 51 so I asked for smaller server. Unfortunately, all of a sudden Rocket had a problem with collecting payments and for a week the server has been dead, the employees have nowhere to write and after a week I get a reply from a random support staff member that if I re-subscribe for 51 people on their site (which I previously fought and negotiated to reduce to about 20) I can still use.

End of story

Here it’s all about billing, but if rocket support is 100% technical support that’s also an interesting thing.
It turns out that in the case of blocking your account for payments no one will ever help you in life lol

15

You never told us that - and clearly not told us a lot more.

No idea why you got that or where.

Clients who pay normally use sales/support.

Those on unpaid/community versions or developing use the forums or open.rocket.chat

This is technical support for that, not accounting/sales/paid support. You just got lucky I answered.

I have no idea what version you are on or where it is hosted as you have neglected to tell us.

Note. v7 is free slf hosted for 50 users - v6 was free for 25. I presume you are using a hosted version, not self hosted.

Some of this appears to be of your own making… presumably your card failed which is likely not Rockets fault, but I suspect that something else happened we don’t about.

I have no idea what else has gone on, but I am sure we still only know 50%.

Note - I am only a community volunteer. I don’t work here.

I have aaked someone in the team to look but no guarantee when.

16

Hello folks,

Just an FYI, I’ve responded to ticket #100631 and forwarded the request to our sales team. I’ll provide further updates in the ticket.

1 Like
17

Thank you for the help here, @reetp

I’m from Rocket.Chat support and we picked up @usernamex ticket and provided a solution.

This workspace was hosted on our cloud. After a recent issue with payment on customer side it was cancelled. It is possible to reactivate on our portal.

Rocket.Chat decided to host on cloud only workspaces with 51 users or more. Existing customers on cloud with less than 51 users were not affected, but we are currently not allowing subscriptions for less than 51 seats. Workspaces with up to 50 users can have a self-managed server and Starter plan which is free.

Best regards,

1 Like