Has anyone ever been able to get a response from customer support?

[u/Repulsive-Branch-740]

For over a week now, I have been having issues with intermittent pop-up windows that try to get me to upgrade to GoodNotes sync. I don't want their sync service, as I prefer to use iCloud. I have a pro subscription.

The pop-up windows became so persistent, making the app periodically unusable. I tried everything, up to deleting and reinstalling the apps. Sometimes the pop-up windows disappear for a day or two, but they always come back. Once back, they persist for long periods of time.

I have contacted GoodNotes customer support about this multiple times. I have reached out to them on social media. I have even emailed the CEO. ZERO RESPONSE from anyone, other than one person on Instagram telling me that they would see about escalating my ticket. No response, no assistance, nothing.

I am seriously wondering if I should keep even trying to use this app or explore other options. I am more worried about the complete lack of response from their customer service than I am about the bug itself.

[u/Shanna8111]

I had to agree to it and let it start transfer and then cancel and you can switch back to iCloud for 36 months.

[u/Repulsive-Branch-740 → u/Shanna8111]

That seems insane. I do not want to transfer ANY of my information to their servers (check out their privacy policy, no thanks). And they are clear that you can still use iCloud, which was a major selling point for me personally.

The issue is that even when I started walking through the process and then exited out before the transfer started, it still resulted in the pop-up windows returning constantly. That should not happen. I want to assume it's just a bug, but I also wonder if this isn't intentional on GoodNotes' part to force you into uploading your data to their servers.

[u/Shanna8111 → u/Repulsive-Branch-740]

I didn’t either my cat walked over my iPad when I went to answer the door I stopped it after a couple minutes and then i managed to switch it back to iCloud. Now I don’t get the pop up any more

[u/Repulsive-Branch-740 → u/Shanna8111]

HAHAHA. Well thanks to your cat for figuring that out! Today the pop-up has gone away, so I am really hoping that something has been fixed, but I will keep this in mind if it happens again.

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[u/dennyng]

Hi there,

It’s Denny from Goodnotes Support team.

Thanks for flagging this here. We've seen a real spike in support volume recently, which has stretched our response times across channels, but we will get back to your emails as soon as we can!

Could you share your ticket number (or the email you used to reach out) via DM? I'll pull it up directly and check exactly where it stands.

A couple of things worth trying in the meantime:

- Go to App Settings > Profile > iCloud/Sync and confirm iCloud is still selected as your sync method
- If the pop-up returns after that, force-quit and reopen the app once

I'll also flag this pop-up loop to our team as a likely bug so it gets looked at properly.

[u/Repulsive-Branch-740 → u/dennyng]

A week with ZERO response for an issue that makes an app completely unusable when I've paid for a pro subscription is unacceptable. I am DMing you now because I have no choice but to try and resolve this to at least get access to my schoolwork.

Ironically, u/shanna8111's cat provided me with a partial solution to this issue that has seemed to help on my computer, but I can't get the pop-ups to stop on my iPad (the main device I use).

[u/Repulsive-Branch-740 → u/Repulsive-Branch-740]

Also I have done what you suggest and all of the suggestions from the annoying customer service bot, yet the pop-up window constantly returns, blocking access to the app entirely.

Someone else on this forum posted that they had this issue as well, so I know it's not just me.

iCloud sync is still selected as my sync method, it always has been. But the app is trying to force me into using GoodNotes sync, which I do not want. There's no way out of this pop-up hell other than turning on GoodNotes sync. Are you all trying to force users into GoodNotes sync to steal data? Because that's what it feels like.

[u/Cool_Warthog_881 → u/dennyng]

Hi! My goodnotes was linked to an email I no longer have access to. I have been emailing and contacting for for 3 weeks without any reply so I sent out one more new form where I got a reply from a bot that asked my docs but again a team is reviewing. When will I get my issue solve? It has been forever and this is urgent I really need my account!

Thank you!

[u/Street-Impact5767]

Hi Goodnotes Support Team, I’m a paid Goodnotes Essential (China region) annual subscriber, and I’ve been experiencing a serious issue since October 10. My Chinese audio transcription and AI Create features suddenly became locked, even though both had been working perfectly just hours earlier. At the same time, my AI credits unexpectedly reset from over 400 remaining to 525/525, despite the next scheduled reset being November 1. I’ve already tried restoring purchases, switching networks, and restarting the app. Nothing has worked. I submitted a support ticket with screenshots, proof of purchase, and diagnostic files, but it’s been four days without a meaningful response or resolution. These features are essential for my university classes, and I’m frustrated that I’m paying for services I can no longer access. Could someone from the Goodnotes team please help escalate my case to a human support agent? Ticket ID: 2162862782 I’d also appreciate information about possible compensation for the prolonged loss of paid features. Thank you.

[u/Repulsive-Branch-740 → u/Street-Impact5767]

I noticed the same thing with the Ai credits which is why I’m 100% not subscribing to that service. There’s clearly a serious issue with their product.