How do I change back to a free membership?
-
I am no longer satisfied with paying for my "Pro" moz membership. I miss having phone support, but moz personnel have told me, "don't worry, we have chat support, and that's just as good!"
So just now I tried to downgrade my membership status from "pro" to free", but now you have to fill in ALL of your credit card information, just to cancel(!) If you don't believe me, just try it.
Anyway, I thought that maybe I was just not understanding how to do it, so I tried using the chat system to ask for help, and here's what happened.
=================
me: How do I downgrade from my current "pro" subscription to a free subscription (if there still is such a thing as a free one)?
Just a moment...Sorry for the delay! We've got more chats than usual. If you need to run, please feel free to leave us a message and we'll get back to you soon. Thanks!
me: Pretty ironic. I am cancelling my paid subscription because you dropped phone support but you (your company) told me, "oh don't worry, chat support is just as good"=================
And, I waited for ten minutes before giving up and asking here. I hope that at least some other customer can answer this question for me.
This is a perfect example of why phone support is important, chat support is ok but not always sufficcient, and why in general it's not satisifactory (to me, at least), to basically tell customers to go ask for help in the Q&A forums because the company won't budget sufficiently to provide customer support with its own personnel.
Sad, too, because I've been a moz customer for over 4 years. There just isn't enough difference in value for me to continue, considering the other tools that are available now, some of which do provide satisfactory support.
Thanks, for anyone who can answer my question.
-
I'm really sorry that you had a rough time reaching us over chat! The launch of Moz Analytics has increased our average reply time from a few hours to a day, and in some cases that's meant we haven't had as much time to provide live chat. If someone requests a call over email, we'll try to offer an answer in the reply email, but then also offer to schedule a call so you get service the way you want it.
Unfortunately, hiring enough people to provide good phone support for every customer is expensive and makes scaling our product to a lot of people very difficult. We needed to limit phone support to billing-related issues in order to provide faster service to everyone, not just those who called in. We should have clear messaging about our phone number on invoices and in the billing area of an account. I'll investigate and make sure it's still there!
Again, I'm sorry for the hassle. Thank you for letting us know and let me know if you have any other questions.
-
Hi Tim!
We spoke on Friday over the phone and chat. Extimaseo provided the exact steps you would need to cancel your account. If you decide to sign back up in the future all of your historical data will remain with us so you will be able to re-activate them at any time. I'm very sorry to hear you are leaving us. When viewing your subscription page, the cancel link is located here: http://www.screencast.com/t/f22pEtuD1
Hope this helps.
-
Hi! I think I've identified one issue for you, and that's with our wording. "Downgrade" would mean going to a lower level of paid account. "Cancel" is actually what you're looking for, which will cancel your paid account, but keep your community account on Moz.
I'm asking our help desk to step in and discuss the other aspects of this question with you.
-
You can cancel your subscription by going to manage your billing and subscriptions. On this page click on manage subscription. You should see your current plan here and with upgrades available via the drop down box. What you want to click is cancel subscription.
Hope this helps.
Got a burning SEO question?
Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.
Browse Questions
Explore more categories
-
Moz Tools
Chat with the community about the Moz tools.
-
SEO Tactics
Discuss the SEO process with fellow marketers
-
Community
Discuss industry events, jobs, and news!
-
Digital Marketing
Chat about tactics outside of SEO
-
Research & Trends
Dive into research and trends in the search industry.
-
Support
Connect on product support and feature requests.
Related Questions
-
Free trial Subscription
If we cancel my free trial subscription on moz before 30 days use will have any charge pay
Product Support | | abhitherock0 -
How can a change a titular account
Good afternoon, how are you? I want to know how could i change the titular person of an account and how could i change the creddit card which the account is related to. Thanks, Nahuel
Product Support | | N.Cabrera0 -
The 30 days free trail period charges from day 1?
Hello, I wanted to try your services in the 30 days trail period, but I got instantly charged!? I haven't used any of you services yet, so can I get my money back? Thank you! PS. Can you explain the attached picture to me? Why there is written "Today's charge : $0.00", but you do charge $179.00 in the next second?? qJ9XHvw
Product Support | | polarica0 -
I canceled my free trial. Does Moz charge after expiring date although I canceled the free trial?
I canceled my free trial, will Moz charge after expiring date, unless I canceled?
Product Support | | Samantha-Amarakoon0 -
MOZ not accepting our recent changes it still showing us old Crawl Diagnostics report
Hi, 507 Temporary Redirect We made changes for 302 redirects which are listed in crawl diagnostics report. Now "Compare" and "Wishlist" links are already removed from our source code. All required changes are made but still your report listed Compare and wishlist links. We made changes on Friday (14/8/2015) and waiting for new updated report. Link: http://www.stopwobble.com/ Please let us know what is the exact issue. So that we can fix it.
Product Support | | torbett0 -
Changed to HTTPS: Do I need to update Moz?
Hi Everyone! I have moved my website from HTTP to HTTPS. I believe that I've done everything correctly. Now that I've done that, do I need to update my Moz campaign (and how to do that)? Or, will Moz handle it itself? Or, do I need to create a new campaign with the HTTPS url? Thanks so much!
Product Support | | journeybeyondtravel0 -
When did medium subscription change its limit on the number of campaigns from 10 to 5?
When did medium subscription change its limit on the number of campaigns from 10 to 5?
Product Support | | DinaDiligent0 -
Changing login email not working
I am looking to switch our main account email to my colleague's but when I go to change it to hers I get an error saying the "account already exists". She has a free Moz account, why can I not associate her with our paid account?
Product Support | | BlueLinkERP0