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Re: Premium membership payment

Posted: 01 June 2019, 14:04
by mirman99
That was the email your company sent my cancelation letter from. I replied to that email address. For you to tell me that email address doenst exist is ridiculous; my emails were not returned as undeliverable. That is the email address your company used to send me an email.
Have you sent me a receipt for my subscription yet? I do not see it????

Re: Premium membership payment

Posted: 01 June 2019, 19:07
by femuse
jyb wrote:
01 June 2019, 08:22
This email address does not exist
does not exist anymore is more correct:

https://www.geneanet.org/forum/viewtopic.php?t=578070

Re: Premium membership payment

Posted: 01 June 2019, 19:32
by mirman99
You replied on Sun 5/12/2019 1:49 PM
Geneanet Premium <letter@geneanet.org>
Sun 5/12/2019 10:30 AM


Since when??? 5/12 when I received an email from there???

Re: Premium membership payment

Posted: 01 June 2019, 21:27
by jyb
This is the address used by our robots to send messages and newsletters. I said that it doesn't exist because our members are not intended to use it for contacting Geneanet.

Re: Premium membership payment

Posted: 01 June 2019, 21:30
by mirman99
Well the email does not bounce back as undeliverable, so how in the world are your members supposed to know that?!?!?
Have you checked on my refund yet?? I still do not see it in my paypal account??

STILL NO REFUND AND NO RECEIPT!

Posted: 02 June 2019, 16:56
by mirman99
Horrible customer service! How long does it take you to provide a refund and receipt, it has been almost 3 weeks now and nothing blah blah blah blah BS! WTF?!?!

Re: Premium membership payment

Posted: 03 June 2019, 09:15
by jyb
I told you that I have asked the accounting service for a reicept and that I'll come back to you when I receive it. There's no need to ask again until I come back to you.

Re: Premium membership payment

Posted: 07 June 2019, 19:00
by jonilind87
I have a membership with you through the Church of Jesus Christ of Latter Day Saints. When I get into you there is a list of the person I want. Then when I click on the person you throw me into "sing up for premium. I did but still can't get into your program. What gives?????

Re: Premium membership payment

Posted: 12 June 2019, 11:06
by jyb
You have 2 Geneanet accounts:
- "jonilind87": free account
- "jonilind": Premium account through Family Search.

Please use "jonilind" to have access to the Premium options and services.

Re: Premium membership payment

Posted: 21 August 2019, 04:38
by tman0656
I have been trying, without success, for the past couple of days to pay for a Premium account. I provide all the necessary information, and when I go to actually process the payment the system just "spins" and hangs... nothing ever happens or completes. I don't know where the problem is, but I've had no problems making payments on dozens of other systems. Let me know how I should proceed.

Re: Premium membership payment

Posted: 21 August 2019, 09:53
by jyb
It should work. Which web browser are you using? Could you please try again with another one?

Re: Premium membership payment

Posted: 21 August 2019, 16:25
by tman0656
I have used the latest version(s) of Chrome, Firefox and IE/Edge. It gets to "https://secure-gateway.hipay-tpp.com/payment/web/pay/def8c96d-df93-4bce-bca2-987ec31b2cb3?bouton=Paying+by+credit+card" and then hangs.

Re: Premium membership payment

Posted: 22 August 2019, 09:01
by jyb
Please send a screenshot of what you see when it hangs at jy.baxter@geneanet.org

Re: Premium membership payment

Posted: 11 September 2019, 02:11
by munecabrava
Just a few months ago I paid for Premium membership, which was confirmed by email. Now, when I try to research, the site requests that I subscribe again for Premium membership. Not sure what is going on but would like it solved ASAP. Thanks.

Re: Premium membership payment

Posted: 11 September 2019, 09:08
by jyb
You have created 2 Geneanet accounts:

- "menuchasarah": free account
- "munecabrava": Premium account

Please be sure to log in to your account "munecabrava" to get access to the Premium options and services.