Renewal Date Query?

I just upgraded one of my plans to Protect Plus (from the Basic Plan), the original expiry date was in July 2020 and I have paid the full renewal cost of $100 and expiry date now showing as 31/05/21. What has happened to my existing subscription until July?

Great question @Antony_D! When upgrading your Protect Plan subscription, the new subscription will take effect right away. You will receive a prorated refund for any amount left on your Basic annual plan. The Plus plan will be charged immediately and you will begin a new billing cycle. Check out our help center article about changing or upgrading plans for more information. I hope this helps! :slight_smile:

Well, I do not seem to have received a refund. The handling of payments is all very confusing. I have never come across such a ridiculous approach. Why not just reduce the payment accordingly at the time so that customers can see what is going on. I feel that I have been double charged.

Dittos. Amazing product and amateur-hour subscription model and support. It is 2020 and they want me to call by phone to get support. Frustrating. Not worth getting the refund and they know that.

Seriously, if someone has a free trial or Protect Plus through Costco expiring in a month and sets up their renewal for Protect Basic through Ring so it does not lapse, why would they start that concurrently? Indeed, that is a downgrade not upgrade. Makes no sense.

Hey neighbors! If you’re having any concerns with your payments and/or reimbursements for the Protect Plans, it’s best to contact our support team directly on this. Our chat support should be able to help with some Ring Protect Plan questions if you do not have the time to call, but otherwise, for more in-depth support or specific account concerns, you will need to call out support team directly. Then can sort out any concerns of new plans starting before a trial ends, and any reimbursement you may need.

Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19. This has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.

You have my contact details, if Ring are interested in resolving this issue then they can contact me, it is not actually easy to contact anyone by phone at the moment, no response… Alternatively provide me with an email address.

@Antony_D As we are a neighbor to neighbor support forum and not a direct line to support, you will need to reach out to our support team directly for a follow up on this. I apologize for any inconvenience calling may be, but this would be the proper process to follow to work towards a resolution.