How do I make sure my account doesn't auto-renew

[davecol]

Our account is up for renewal in 10 days, but I want to switch off the auto-renewal. How do I do this?

I've tried to resolve the issues we're having with support but am getting nowhere. Was promised an update on Friday but no-one got back to me. These issues have been going on for months. Fed up of paying for something we're no longer getting.

I've been recommending Moz for years, but things really seem to have slipped lately.

Sorry to air this publicly but my frustration, waiting for replies and not getting what we're paying for are spilling over.

A very unhappy paying customer.

[MikeRoberts]

In the top right, click the symbol that looks like the head and shoulders of a person with some short lines next to it. Choose Billing & Subscription from the dropdown. You should be able to make all necessary changes from there.

[davecol]

I see, but I'm waiting for a response from a Moz person. Not that they're so good at responding lately.

[Abe_Schmidt]

Hello Dave! Thanks for reaching out and for giving Moz a shot. We hope you enjoyed your stay.

Here's where you can find out more about canceling - it's super easy: http://moz.com/help/pro/account-settings. I'll also include the information in that post here for easy reading.

In sum, you can cancel your free trial any time within your first 30 days and you won't be charged. For example, if you sign up on December 1st, you can cancel anytime before December 30th and won't get charged at all. If you're already a paying customer, you can also cancel anytime! You'll remain PRO through your paid period and the account won't be renewed at the end of that paying period.

You can cancel your account by logging into the site and then going to the Billing & Subscription page at https://moz.com/users/subscription. Here's a screenshot to help you on your way (you can also find this screenshot on that post I mentioned): http://screencast.com/t/tcZRPZGST

Hope that helps! Let us know if there's anything else we can do to help.

[davecol]

Seriously?

Did you not read what I posted? Did you not look into my account at all?

We're not on a trial - we're paying customers, and have been for a few years now.

So no, I'm not enjoying my stay.

I'm extremely frustrated by the experience of going through your support channels and getting fobbed off and/or auto-responders, effectively.

I hear Moz talking a lot about customer support - but this is poor. Very poor.

Sorry to come across as an angry nutter, but this is beyond frustrating and a whole new level of poor service.

I've wasted too much time on trying to get this resolved.

This is how to turn someone who's sung your praise for years and frequently mentioned you in presentations at conferences into a really pissed-off ex-customer.

[Abe_Schmidt]

I apologize, Dave. I was providing instructions for canceling with a Paid account and with the free trial I am sorry for not being more careful with my wording. I am personally responding to you so we can fix this. I hope i can provide the level of support you need today.