Updating subscription payment information is extremely frustrating
I've just spent a good long time with a patient and helpful tech support person (gabriel.h) trying hard to pay for my Quicken Canadian Home & Business for Windows. I got an e-mail saying that my auto-renew had failed and that, in order to keep my subscription, I needed to update my payment details. Fine. I clicked on the [Update payment details] button. That's when the fun began.
Long story short: 1) When you send a "please update your payment details" e-mail with a handy-dandy button to do just that, make sure that button is going to take your customer to the right place. In my case, instead of taking me to the Quicken Canada page, it took me to plain old Quicken.com, which — while it accepted my sign-in information — didn't show me any subscriptions to manage or any payment information to update.
2) When your customer successfully signs in to the right account for the right product in the right section of your web site — why not allow them to pay, right there, right then? In my case, while signing into My Account would allow me to update my payment details and change or cancel my subscription, it would not not not not let me pay.
Here's what Gabriel and I finally found would work:
- Open a new, incognito browser and make sure you navigate to the right product for the right country. In my case: https://quicken.com/canada/quicken-home-and-business
- Don't click the Sign In link. I know, right? Instead, click the [Get started] button. Yeah — as if you're pretending to be a new customer.
- You'll get a My Account - Sign In drop-down. Don't click it. Instead, click the product you're trying to renew from the "Find the best product for you" section. Yeah. As if, you know, you're not trying to do what you're trying to do.
- Click the Buy Now button. Enter your name and e-mail and click the [Get started] button — as if you were a brand-new customer. Not a decades-long faithful customer just trying to renew your existing subscription.
- You'll arrive at a Sign in to your account" page. Okay, now you can go ahead and sign in. Enter your email address (again) and click [Continue]. Then enter your password and click [Sign in].
- Finally! You'll arrive at a page where you can enter your payment information and pay.
- But wait, there's more! After you've paid, the product it shows you've paid for is called "Quicken Classic Business and Personal", not "Quicken Home & Business". But it turns out it's okay — they're the same thing.
Again… why couldn't the link in the e-mail just take me to the right place? And why, once I'd found the right place and logged in like a normal customer with an existing account would, why couldn't I just pay for my subscription like the e-mail said I needed to?
Thanks!
Comments
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and why has this problem been ongoing for years unresolved… the community is littered with similar complaints.
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Hello @SDAberle,
Thank you for reaching out to the Community to let us know about this issue! This issue was reported back in May 2024 and marked resolved in July 2024 (CTP-10112). I'm sorry to hear it's returned!
I forwarded this issue to the proper channels for further investigation and resolution.
We apologize for any inconvenience!
Thank you.
(CBT-530)
Quicken Kristina
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@Quicken Kristina This issue is broader, deeper, and longer standing that Quicken seems to understand. For example, if from Quicken Canada one clicks on Help —> Manage Your Subscription —> My Quicken Account —> Subscriptions, the system opens a page that is supposed to list one's subscriptions… except it doesn't. You get the following blank list:
This has been an ongoing problem for years… along with several other aspects of managing subscriptions for your Canadian customers. There have been many complaints about this over a period of years… and it remains unresolved… along with several other things that work in the USA version, but not in the Canadian version.
If you want another example of something fundamental that doesn't work in the Canadian version, this is what you get when you click on Quicken Help in the Canadian version:
i.e. we need help with Help…. please HELP !!!
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Thank you for your reply @Arctic Hare ,
I replicated and reported both of these issues.
The issue with the in-product link to the My Account page defaulting to the US version (which would be blank for Canadian customers, unless they also have a US subscription) was reported in CTP-10112, and since it is happening again, I reported it in CBT-530.
The issue with the in product help links going to a 404 screen was reported in December, when JoelC encountered the issue (ticket CTP-11810):
I hope this helps!
(CTP-11810/CBT-530)
Quicken Kristina
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