Upgrade Problem | XM Community
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Michael_Cooksey
Administrator
1 month ago
Solved

Upgrade Problem

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I upgraded my free account on Saturday 2/24 around noon ET. My credit card has been charged but the upgraded version has not loaded. It’s Sunday at 8:45pm so it’s been 34 hours… I’m really frustrated because there is no way to submit a ticket for help as a “free” user but I just paid $1440 to upgrade. I am piloting a survey the next two days and then launching the official survey on Thursday. How do I get help from Qualtrics to resolve this problem?

Best answer by Michael_Cooksey

Hello @TBGNYC -- I am so sorry to read about the issues your organization has experienced with the renwal. I’d be more than happy to help with this! I will send you an email to the address we have on file for you so we can get this resolved for you. Please accept my apologies for any undue confusion or frustration caused.

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    6 replies

    Sachin Nandikol
    QPN Level 6 ●●●●●●
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    • Sachin Nandikol
    • QPN Level 6 ●●●●●●
    • 467 replies
    • February 26, 2024

    Hello,

    Reach out to Michael Cooksey, he will be able to support you.

    Sachin
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    1 person likes this
    • S
      SaraGatherInsight
    S
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    Thank you. I sent him a message and am waiting for a reply.

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    • TBGNYC
    • 1 reply
    • August 4, 2024

    @SaraGatherInsight Was Michael able to help you with this problem? My boss renewed (and was charged for) our yearly paid subscription in June and suddenly last month we were reverted to a free account. We’ve been ghosted by our rep for the last week and every ticket customer service has emailed to an ‘internal team manager’ has gone unanswered. We’re about to miss a client deadline, so I figured I’m come to the community boards and see if anyone could help.

    If so, did you message Michael on the community platform or do you have an email address? 

    chackbusch
    QPN Level 5 ●●●●●
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    • chackbusch
    • QPN Level 5 ●●●●●
    • 414 replies
    • August 4, 2024

    @TBGNYC Not sure if @Michael_Cooksey can actually help here, but if you write him some private message via the community, I am sure he will provide you an answer. 🙂

    Driving Qualtrics @ MHP – A Porsche Company 🚀
    Michael_Cooksey
    1 person likes this
    • Michael_Cooksey
      Michael_Cooksey
    Michael_Cooksey
    Administrator
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    Hello @TBGNYC -- I am so sorry to read about the issues your organization has experienced with the renwal. I’d be more than happy to help with this! I will send you an email to the address we have on file for you so we can get this resolved for you. Please accept my apologies for any undue confusion or frustration caused.

    Head of Qualtrics XM Community
    Michael_Cooksey
    Administrator
    Forum|alt.badge.img+34

    All customer issues on this thread have been solved! Closing this topic for now.

    Head of Qualtrics XM Community
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