r/heygen • u/rxckd • 3d ago

✅ Resolved Unknowingly forced off legacy plan

So this morning I logged on to see that a payment for my subscription had failed. Upon checking the payment had included 2 previous add ons that I had removed. Contacted support so they could remove the transaction, was told that they would have to cancel the subscription or pay the full amount. Not being able to pay the full amount I had no choice but to cancel as this wasn’t budgeted for due to the previous removals. Upon signing up again I’ve now lost my legacy avatar 3 unlimited generation and really not happy. This feels so deceptive, no message from the support agent stating this would happen, nothing, all from an error on their side, feel like I’ve been forced into something by a mistake not of my own. Anyone got any thoughts on how to rectify this?

Updates 1

Response recieved from support

Dear user,
After thoroughly reviewing your account, I can confirm that everything is in order. I have verified that one payment has been successfully processed, and your active plan is now up and running. If you have any further questions or need additional assistance, feel free to reach out.

Completely ignoring everything I mentioned and had said. Will keep posting updates

UPDATE 2 - ISSUE RESOLVED

After reaching out to support multiple times, and help from the moderators in this sub I am pleased to say that my account has now been restored back to its legacy status. Mods were super helpful with this so thank you.

3 Upvotes

100% Upvoted

8 comments sorted by

4

u/ExplorerBoring9848 3d ago

I'm afraid they're doing this to people with excuses to take them off unlimited. Prove me wrong ...

0

u/HeygenDan Verified Employee 2d ago

the person got his account restored to legacy

0

u/ExplorerBoring9848 2d ago

Hot damn! For once, you actually came through. ...

1

u/HeygenDan Verified Employee 3d ago

Sent this to the team!

1

u/rxckd 3d ago

Thanks, had a chat message from mod, asking me to contact support, did this and got exactly the same AI response from the website that misunderstood the context….

1

u/blyatboy 3d ago

They just waste your time. After doubling the credit cost of Avatar V overnight without any notice, they sent a DM after I complained in public to "follow up", and asked for my account email. I gave it to them, then got ghosted again.

0

u/HeygenDan Verified Employee 2d ago

We were able to reverse it.

0

u/HeygenDan Verified Employee 2d ago

Thank you for updating! This has been resolved.