korm
TheBrain company's redesigned website makes is very difficult to (a) figure out what the status of my TheBrain Combo account is, and (b) renew the subscription.

Why cannot we just have a link that says "My Account", we can log in, see the remaining period on the subscription, and renew.

I.e., I want to give the company money -- my subscription expires in 5 days -- but the company doesn't make it easy because there's nowhere on the website to do that.
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Harlan
Hi Korm,

Thanks for the feedback and for your support! We definitely need to improve that.

Meanwhile, please go to  https://www.thebrain.com/store/ and type your email address to see your purchase options. You can also call us at +1-310-751-5000 and we will be happy to process your purchase for you.
Regards,
-Harlan
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pvonk
Okay, I followed you suggestion. But after I get into my accounts page, all I see is info on my name. The previous page where I entered my email address said “To view and manage your subscription status, log in and go to the account page.”. There doesn’t seem to be any subscription status, like when it expires. 
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korm
pvonk wrote:
There doesn’t seem to be any subscription status, like when it expires. 

Exactly so.

A well designed user profile should (a) explain when my subscription will be renewed, (b) tell me how much the renewal will cost, (c) give me an on-line option to stop the subscription.   I don't want to have to call a sub-contracted call center, and especially do not want to talk to a machine or a person who is paid to convince me not to cancel.   These elements are merely polite and generate good will.   In my case, the renewal was announced a week or so ago in an email -- a fait accompli, with no advance warning or option to cancel or decline.   
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tomcal123
korm - I agree.  And since this is an annual payment, I'd also like to be able to see which payment method was used last year and have the option to keep it or change it.
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danlandrum
Quote:
In my case, the renewal was announced a week or so ago in an email -- a fait accompli, with no advance warning or option to cancel or decline.   


Same here. I almost anger called to cancel, but backed off. Would be good to not create customer angst.

Dan
OSX 10.13 
iMac (Retina 5K, 27-inch, Late 2015)
3.3 GHz Intel Core i5
32 GB 1867 MHz DDR3
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Brigitte
Hi Everyone,

TheBrain annual subscription renews automatically as indicated on your invoice. However, you can cancel your auto-renewal and/or update your credit card information as follows:

-Go to https://webbrain.com/login
-Enter email address or username and password
-Click "login"
-Click "Settings" on the top of the page
-Click "Manage Licenses and Services"
-Click "Payment Info" in the top right

Best regards,
Brigitte
 
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shatcher
Hi all,

To check your subscription, which card is on file, and the expiration/renewal date, go to: https://webbrain.com/login , Account > Settings > Manage Licenses and Services. Here you can see the date that your service will expire. This is also the renewal date.

To see/change the card on file click Payment Info. From here you can also cancel your subscription.

I feel the same about call centers and automated phone menus. Here at TheBrain we do not have any call center. When you call us (310-751-5000) you will get a human being, or at worst your call will go to voicemail. No robots here. We also have chat available on http://thebrain.com . If you click the chat bubble during business hours, you will reach a real human there as well.

We are also not trained to try to convince you to keep your subscription. If you call us to cancel, we will ask you to verify your identity for us, then cancel your subscription.

My job is to help our users. If a user wants to cancel their subscription, that is what I will help them to do. No convincing, no hassle. Also, I personally hate getting upselled. When I tell prospective/returning customers about our license and service my recommendations are based on what I genuinely think is the best deal. 

I will make sure that our team hears about the issues you've mentioned, and proposed fixes. These are: Make it easy for the user to see their subscription status, expiration date, card on file, price for renewal, and to cancel.


Cheers, Sean
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Daves
korm wrote:
TheBrain company's redesigned website makes is very difficult to (a) figure out what the status of my TheBrain Combo account is, and (b) renew the subscription.

Why cannot we just have a link that says "My Account", we can log in, see the remaining period on the subscription, and renew.

I.e., I want to give the company money -- my subscription expires in 5 days -- but the company doesn't make it easy because there's nowhere on the website to do that.
korm wrote:

Exactly so.

A well designed user profile should (a) explain when my subscription will be renewed, (b) tell me how much the renewal will cost, (c) give me an on-line option to stop the subscription.   I don't want to have to call a sub-contracted call center, and especially do not want to talk to a machine or a person who is paid to convince me not to cancel.   These elements are merely polite and generate good will.   In my case, the renewal was announced a week or so ago in an email -- a fait accompli, with no advance warning or option to cancel or decline.   
korm wrote:
TheBrain company's redesigned website makes is very difficult to (a) figure out what the status of my TheBrain Combo account is, and (b) renew the subscription.

Why cannot we just have a link that says "My Account", we can log in, see the remaining period on the subscription, and renew.

I.e., I want to give the company money -- my subscription expires in 5 days -- but the company doesn't make it easy because there's nowhere on the website to do that.
korm wrote:
TheBrain company's redesigned website makes is very difficult to (a) figure out what the status of my TheBrain Combo account is, and (b) renew the subscription.

Why cannot we just have a link that says "My Account", we can log in, see the remaining period on the subscription, and renew.

I.e., I want to give the company money -- my subscription expires in 5 days -- but the company doesn't make it easy because there's nowhere on the website to do that.
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metta
Just now tried to follow the directions provided by Brigitte and Sean to confirm that you have my current credit card details, since my subscription ends sometime within the next 24 hours.

However, there is NO "Payment Info" on the "Manage Licenses and Services" page.
See attached screenshot.

I also have no idea why my online account says my pro service is expiring on May 6, 2013, since I've had a continuously active subscription since I first purchased TheBrain Pro combo in May of 2012.

I do hope there is NOT going to be a lapse in my service since I can't access the "Payment Info" option tonight because I have shared brains in TB8 web brain that will be inaccessible to my subscribers if my pro service expires.

Please advise.

- - - - - - - - - - - - - - - - -

= Update =

Looks like my renewal payment processed without a glitch, and now the "Payment Info" option is available again in my account. Not sure why it disappeared previously, but it looks like I'm good-to-go now for another year.
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metta
= Update =

Unfortunately, it looks like this problem has NOT yet been resolved since TB9 server does NOT yet recognize my Pro Services renewal. ==> Correction: The online server actually DOES recognize my Pro Services subscription, but this recognition in missing my TB9 desktop client.

The desktop client is now offering me the option to "Upgrade Services" on the "Help" menu -- and each time I try to sync my TB9 test brains, I get the following message:
> "Pro Services are required for syncing"

Please let me know when this problem has been resolved so I can resume syncing with TB9 server.
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shatcher
Hi Metta,

I checked your account. I won't share details here, but there are 2 entries on that page. One is for an old expired subscription, and one is the current Pro Combo that just renewed. The old expiration will not affect your current license or service.

As for not syncing now, that should resolve itself the next time you close and reopen TheBrain 9. The app contacts the server to check for license or subscription updates every time you start it up, or when you log in. 

Cheers, Sean
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metta
Thank you, Sean, for your prompt follow-up and feedback.

I understand about the 2 different services packages, now that both services are displaying in my account. (The problem last night is that the second of these 2 options was not on-screen.)

As for the desktop/sync issue I'm having with TB9, it was not resolved either by closing/reopening TB9 or by rebooting my computer.

I will be looking forward your feedback and troubleshooting recommendations in my help desk ticket on this issue.

Thanks again.
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flyteach
My renewal should have been automagic. Got a note that said it's expired. Followed the link (which, interestingly doesn't take one to webbrain where one can check account, but to just an add to the cart page). Did that. Gave my credit card info. Declined (no, it's a fine card). Tried another card: Declined. Definitely NOT me. 
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Brigitte
Hi Vaclav,

Your subscription did not auto-renew because your credit card on file was expired. Sorry that you had difficulty with the online form, but we have 'tested and verified' that the store page is working. I see that Sean now renewed your subscription.

If you have any further questions, please feel free to reply to our conversation in sales@thebrain.com.

Best regards,
Brigitte
TheBrain Technologies
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