Awaiting an answer General

I bought a new Personal plan instead of extending my existing one

Asked by chierasr 2 days ago Last activity 1 day ago

I accidentally purchased a new Personal plan instead of extending my existing plan. Can you apply the new purchase as an extension of my original plan so I don't lose the existing license connection on my website?

I was advised to open my original plan under Account › Subscriptions and choose “Extend for a year” if active or “Renew” if expired. However, I have already purchased the separate plan and need help resolving this without paying again.

7 replies

Rashida Rahman Staff

2 days ago · edited

Hi there,

Thanks for reaching out, and sorry for the mix-up with your purchase. We can help sort this out.

To keep your account details private, please email us at [email protected] with:

The email address associated with your JoomShaper account
The invoice number of the new Personal plan you purchased

Once we have those, we’ll look into applying it to your original subscription.

Best regards,

chierasr Asked this

2 days ago

add into hidden content

Rashida Rahman Staff

2 days ago

Hi there,

I checked your account, and you currently have two different personal plans: a Template Personal plan and an All-Access Personal plan. These are separate products with different pricing, so the new purchase can’t simply be added as an extension of your original plan.

I will forward it to the respective team.

Best regards,

chierasr Asked this

2 days ago

thanks, i dont need access to easy store for the moment

Rashida Rahman Staff

1 day ago

Hi,

Thanks for reaching out. I checked your account and can see that your original plan is All-access Personal, while the new purchase is a Template Personal plan. These are two different plans.

Could you please confirm which you’d prefer?

Extend your original All-access Personal plan, as you mentioned earlier, or
Keep the new Template Personal plan instead.

Once you confirm, we’ll proceed accordingly.

Thanks!

chierasr Asked this

1 day ago

keep Template Personal plan

Rashida Rahman Staff

1 day ago

Hi,

One more thing to note before you decide: the license key is tied to the plan. If you go with the new plan, you will get a new license key, and your current one will no longer apply. Unfortunately, it is not possible to reserve or carry over the existing license key to a new plan.

If you keep the new plan, you will need to update the license key on your site(s) with the new one.

Please let us know which option you’d like to go with, and we’ll proceed accordingly.

Thanks!

chierasr Asked this

1 day ago

thanks, i update license key