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I wrote to them about how can I downgrade/change my subscription and instead of being contacted about it, they just booked the full amount, I contacted someone on the chat again and I was being told the billing team will look into it.
Sorry but this is not the way you treat somebody who is paying you yearly for the last 4 years your most expensive subscription plan !
Stop lying please ! You have not sent me any email !
And now instead of contacting me and resolving this, you SUSPENDED my optinmonster account. I want acces to my account in order to export my email lists I payed for ! So instead of lying here you better contact me and solve this !
And also have a look into my billing, last year (my 3rd with you on the growth plan) I payed the discounted amount of 588 $, so "discounts are only applicable to your first term of a subscription" is also a lie.
Hi Delia,
I'm Danielle, Accounts and Billing Manager here at OptinMonster. I think there has been a misunderstanding here, so I've just reached out to you in regards to the most recent ticket you submitted to our support team this morning so that we can get things straightened out for you.
Please ensure support@optinmonster.com is added to the allow-list in your email provider's settings, so that you can ensure you receive my reply there.
Talk soon,
Danielle
Accounts and Billing Manager, OptinMonster
We've found that OptinMonster is good for custom banners, and very easy to use for both technical and non-technical employees.
Thank you for sharing these kind words! We’re so glad you’re enjoying OptinMonster and finding it so easy to use 🙂.
We’re grateful to have the opportunity to grow with you and look forward to continuing to help you in every way we can!
Warning to others. It is easy to make a pop up however there is no support if you can't link it to your mailchimp or Klaviyo. There is a link to open a support ticket however when you want to click send it does not send. When they claim they have human support mon-Fri 9am to 5pm that is not true. There is no chat - they make it look like a chat box however it is not.
Hello!
I'm so very sorry for the frustration you've experienced, that certainly is not our goal!
OptinMonster does integrate with Mailchimp and Klaviyo, we have guides for those here:
https://optinmonster.com/docs/connect-optinmonster-mailchimp/
https://optinmonster.com/docs/connect-optinmonster-with-klaviyo/
You can submit a support ticket anytime through your account here: https://app.optinmonster.com/account/support/
Depending on your subscription plan we do have Live Chat support available Monday-Friday as agents are available. You can open a Live Chat ticket when logged into your OptinMonster account.
Or reach out through our contact page submit our standard contact form by selecting the "Share Your Question" button: https://optinmonster.com/contact-us/
We'd love to assist with any issues!
They were supposed to charged me $340 for the annual plan, and instead they made 2 charges on the account, 1 for $340 and another one for $588...found out about it 3 months later after auditing my transactions. - Update : The founder of the app got in touch with me after the review and apologized for the error. Issue was resolve and since then no issues. I actually really like the ap, has much advanced features than basic pop-up's and have been using it since then.
**12-17-2019 Update:** I've found your ticket from over the weekend and updated our reply. You've got a screenshot of the refund, and I've given you a lifetime custom account as a way to apologize for how we handled this. It was a genuine processing error, and we could have handled it better. We will next time.
**Update** I went in and found the extra payment and have issued a full refund for it. Again, so sorry this happened. We aren't thieves, unfortunately billing issues occur from time to time but we do our best to get them resolved quickly. I apologize that this slipped through the cracks!
I am so sorry that this happened to you! I assure you it wasn't our intention, and I'm happy to get this extra charge resolved. Did you reach out to our support team to let them know? Please email us and ask for Thomas (I'm the co-founder and president) and I'll make sure to get it taken care of for you!
- Thomas
We have been using OptinMonster for a couple of years now for email retention and pop up campaigns. The campaigns are easy to set up and with split testing functionality it's great to try different copy and content. We had a slight issue with our billing being doubled with a shopify subscription for a few months, however OptinMonster spotted this and got in touch with us offering a full refund or credit with additional perks. Honest company with a great product, keep up the good work!
Thanks for taking the time to share your experience with the community. 😊 We're so glad you're finding success with OptinMonster, and we're grateful to have earned your support.
If we can help with anything else along the way, just let us know. We look forward to helping you in every way we can!
My request was handled in a speedy manner. The item I was inquiring about is not presently a feature of Optin Monster, so the agent has added it to their new feature requests. Good to know!
Thank you so much for your thoughtful, 5-star review! We’re thrilled to hear that your request was handled swiftly and efficiently. Customer feedback like yours is invaluable to us, and we’re glad to know that our support team has added your feature request to our list. Thank you for helping us improve Optin Monster!
Love this little app. Customer support is great too. I think it also has some other great features besides exit intent. Thank you!
We have used this app to collect e-mails and boost sales in exchange for said e-mails! It's been a great process and very simple. Thank you!!
I really appreciate the review and vote of confidence for the team - thank you!!!
- Thomas
One of the best popup app out there. Very flexible in terms of features. It is a game changer in terms of lead generation.
I'm so sorry you had a poor experience with this! It looks like the emails from Shopify went to an inbox unrelated to support. I (Thomas, co-founder and president) have followed up with you personally with an attempt to get everything fixed. If there is anything else I can do to help, let me know!
I use this app to create email list popups, notifications, and slide-ins for related products. I find it easy to use and the app was easy to install too.
Thanks so much for the kind review! :-)
- Thomas