i have tried several times to renew my subscription but it seems to be getting stuck on payment page
Staff replied
SP Page Builder
Subscription Renewal
12 replies
Atick Eashrak Shuvo Staff
Hello,
Thank you for reaching out, and we apologize for the inconvenience.
For assistance with the subscription renewal and payment issue, please contact our Sales team directly at [email protected]. They will be able to investigate the payment process and assist you with completing the renewal.
Best regards
Ali Najeeb Asked this
Hello JoomShaper Team,
I am following up again regarding my subscription renewal and payment issue.
I have already sent two emails to [email protected] and several emails to [email protected], but unfortunately I have still not received any response.
I initially contacted Support regarding the renewal issue and was specifically advised to contact the Sales team. I followed those instructions, but I have not received any assistance from Sales either.
I am trying to renew my subscription and make payment, so I am disappointed that I have been unable to get a response despite making several attempts to contact your team.
Could someone please review my account and contact me as soon as possible so that I can complete the renewal? If there is an issue with my account or payment method, please advise me what needs to be done.
I would appreciate it if this matter could be escalated to the appropriate person, as I have already been waiting for assistance and do not want my subscription or access to be affected because of a payment issue that I am actively trying to resolve.
Please confirm receipt of this email and advise on the next steps.
Kind regards,
Ali
Atick Eashrak Shuvo Staff
Hello Ali,
We sincerely apologize for the inconvenience and the delay in resolving your subscription renewal and payment issue.
We have attempted to respond to your emails; however, it appears that your email service may be blocking or bouncing our replies. We have attached a screenshot in the hidden content area for your reference, which shows the issue with our email delivery.
To ensure that we can assist you without further delay, could you please contact us using an alternative email address? Once we receive your message from the alternative address, we will be able to continue assisting you with the renewal and payment issue.
We appreciate your patience and apologize again for the inconvenience caused.
Kind regards
Ali Najeeb Asked this
I have sent you an alternative email
Atick Eashrak Shuvo Staff
Could you please let us know which plan you are trying to renew? This will help us assist you more effectively.
Ali Najeeb Asked this
agency plan
Atick Eashrak Shuvo Staff
SP Page Builder Agency?
Ali Najeeb Asked this
yes please
Atick Eashrak Shuvo Staff
Thanks for contacting us. You are using an old plan from us. Page Builder Agency plan is discontinued now. Please purchase a new plan from our current pricing. You can view our pricing details here:
Check Pricing
If you have any questions or need clarification about any plan, feel free to reach out to me anytime. I’ll be happy to assist you!
Ali Najeeb Asked this
i have been using it for years why do uou want me to get on yhe new plan?
Ali Najeeb Asked this
i have been using it for years why do uou want me to get on yhe new plan?
Atick Eashrak Shuvo Staff
Hello Ali,
We completely understand your concern, especially since you have been using the Agency plan with us for several years.
The SP Page Builder Agency plan you are currently subscribed to is a legacy plan that has been discontinued and is no longer available for renewal. This is why you are unable to proceed with renewing the same plan.
If you are wondering why the Agency plan was discontinued, this was a decision made by our management as part of our current subscription and pricing structure. We understand that this may be disappointing, particularly for long-time customers who have been using the plan for many years.
Since the legacy Agency plan is no longer available, you will need to select one of our current plans to continue your subscription.
You can review our current plans here:
If you have any questions about which current plan would be the most suitable replacement for your previous Agency plan, please let us know. We will be happy to assist you.
Thank you for your continued support of JoomShaper over the years, and we appreciate your understanding.
Kind regards
Ali Najeeb Asked this
Dear JoomShaper Team,
Thank you for your response.
I have to express my extreme disappointment with the way this situation has been handled.
I have been a loyal JoomShaper customer and SP Page Builder Agency plan subscriber for several years. I have built my business and multiple client websites around your product on the understanding that I would be able to continue renewing my subscription.
I have now been informed that my Agency plan has been discontinued and that I must move to one of your current plans. What is particularly disappointing is that, to the best of my knowledge, I was never notified in advance that my Agency plan was going to be discontinued or that there would be such a significant change to the pricing and renewal structure.
Had I received reasonable advance notice, I could have properly assessed the new pricing, budgeted for the change, or considered alternative solutions before my existing subscription reached the renewal stage. Instead, I only discovered the situation when I attempted to renew.
For a long-standing customer, I find this extremely disappointing.
I understand that companies occasionally need to restructure their products and pricing. However, there is a significant difference between changing prices for new customers and placing an existing long-term customer in a position where their established plan suddenly cannot be renewed without adequate prior communication.
I have invested considerable time and resources into using SP Page Builder across my projects. Moving away from the platform is not necessarily a simple process, particularly where existing client websites depend on it. This makes advance notification of material subscription changes especially important.
I have supported JoomShaper for years, and I would have expected that loyalty to be recognised rather than discovering a major change only when attempting to renew my subscription.
I hope this can be escalated to a senior member of the Sales or Management team rather than simply directing me to the current pricing page.
I would appreciate a proper review of my account and a meaningful resolution.
Regards,
Ali
Ofi Khan Staff
Dear Ali,
Thank you for your detailed message. I understand your frustration, and I have personally reviewed the matter as the Associate Lead of the JoomShaper Technical Support team.
I would like to clarify the situation and provide our final position.
First, the old SP Page Builder Agency plan has been discontinued and is no longer available for purchase or renewal. Unfortunately, we are unable to make this discontinued plan available again or allow further renewals under it.
We understand that you have been a long-standing customer, and we genuinely appreciate the years you have used and supported SP Page Builder. However, since this plan is no longer part of our active product offerings, we are unable to make an exception and restore or renew the previous Agency plan.
Regarding your current subscription, you have already purchased Templates - Personal plan, and this is the plan that will need to be used going forward.
However, after reviewing the situation, we identified an issue on our side. A renewal link for your old Agency plan was sent to you via email. Since the Agency plan had already been discontinued, that renewal link was no longer functional. We acknowledge that sending this renewal link was our mistake, and we sincerely apologize for the confusion and inconvenience this caused.
As a goodwill gesture to address this issue, we have extended your Templates - Personal plan for six months at no extra cost.
We understand that this may not be the outcome you were hoping for, but we hope the additional six months on your current plan will help address the inconvenience caused by the incorrect renewal link.
Thank you again for your long-standing support and understanding.
Best regards,
Ofi Khan
Associate Lead,
JoomShaper Support TeamLog in to reply.