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MSecure and Paddle

I didn't know that my M secure was linked to paddle. I thought it was a fraudulent activity so I asked for it to be canceled through paddle. I do not want it canceled but don't know how to rectify this

Hi Lee,

Thank you for contacting us. When a subscription is cancelled, the payment information is deleted from our seller's system. This makes it impossible for me to simply renew the subscription for you. Also, it's not possible to purchase a new subscription when there is already an active subscription on an account, as mSecure doesn't allow for multiple subscription purchases.


The easiest thing to do is simply wait until the subscription expires, because you have already purchased service through March 28th of 2024. When that day passes, your subscription will expire, and you'll be able to renew then. To be clear, nothing happens to your data when the subscription expires. You would simply no longer have access to the Premium features until you renew the subscription.


Will that work Lee?

Hi Mike Thank you for answering back. Yes that will be fine. I was just worried about losing all my passwords and data. I appreciate your help. Thank you so much. Lee

No problem at all Lee. Please let me know should you need further assistance.

Yes.  This situation needs to be resolved 

What situation are you referring to @Martin? What @Lee was referring to is not understanding that mSecure sells it's product using Paddle. They're are online seller. There's nothing here to be resolved.

I canceled paddle not knowing it was for my annual mSecure fees.  I now want to re up my subscription.

@Martin Ok, just to be clear, there is no issue to resolved here. Paddle is the service we use for all sales on our website. They take care of all of the electronic financial transactions for us. It could be that when you originally purchased your subscription that the email from Paddle was caught by a spam filter, but whenever a sales is made on our site, Paddle sends the receipt letting you know the purchase was made for mSecure.


In order to renew your subscription, you can do so on our website - msecure.com/plans. Since the payment information is deleted when a subscription is cancelled, there is no way for me to renew it for you.


Please do let me know if you run into any problems signing up again for your subscription, and I'll help.

Given the amount of phishing scams out there, having your subscription expiration and payment information requests sent from ma Paddle.com address is very disconcerting and should alert all you customers to not answer such requests. That's not good for your company.

Can you please:

a. Send an email from your own domain warning of the payment issue.

b. Ask them to log in to mSeven.com and enter the required private information there.


Kindly,


    Allan

Hi Allan,

Thank you for contacting us. Paddle is the company we use to handle all sales from our website. They are the "Merchant of Record" for all the purchases made through our website, and when renewals are required for your mSecure subscription, you will receive email notification from their system.


Anyone could search up Paddle and see it is a legitimate website and merchant. The Paddle emails that you should receive will include our mSecure logo and will be from mSeven Software (via Paddle.com). You also receive a receipt from Paddle when you purchase the subscription which should let users know that Paddle handles the purchases of mSecure subscriptions.


Thank you for your suggestions, but for now we are going to stick with Paddle as our Merchant of Record.

In response to the note below:

No problem with you using the Paddle. Only problem is that paddle.com is used as the domain when sending out your reminders. It raises suspicions due to the onslaught of phishing scams which basically have the same format as the email from Paddle - an unrelated sender domain name presenting a page that looks legit.. I have looked up many companies that are scammers but have added enough websites to hide the fact. Conversely, looking up Paddle, I found several messages saying that their messages are phishing scams.


Can you have Paddle use your own  'msevensoftware.com' domain name when sending out reminders? That would not raise suspicions.


Just trying to help.


Yours,


Allan Hansen




Hi Allan,

Thank you for contacting us. Paddle is the company we use to handle all sales from our website. They are the "Merchant of Record" for all the purchases made through our website, and when renewals are required for your mSecure subscription, you will receive email notification from their system.


Anyone could search up Paddle and see it is a legitimate website and merchant. The Paddle emails that you should receive will include our mSecure logo and will be from mSeven Software (via Paddle.com). You also receive a receipt from Paddle when you purchase the subscription which should let users know that Paddle handles the purchases of mSecure subscriptions.


Thank you for your suggestions, but for now we are going to stick with Paddle as our Merchant of Record.


Hi Allan,

Thank you for your response. Since Paddle is our Merchant of Record, by law, these emails need to be sent from Paddle. We have tried to see if there is some leeway in what is put into the emails so we can add more things to show that it is regarding an mSecure subscription, but there is little wiggle room. The other option would be to create our own department to handle payments, but this would eventually raise prices for subscriptions which we don't want. I'm sorry, but there is not much we can do for this issue currently.

The email from Paddle had a link for me to update my payment information with PayPal! 
I just got a message from PayPal that such emails are sure phishing scam signs!
Others agree.


I have no beef with you using Paddle as your Merchant of Record.
The problem is the email that Paddle sends out when payment information is out of date.

Maybe you can ask Paddle to:
a. Make it clear that the email is for a subscription to mSecure.

b. That Paddle is the Merchant of Record for mSecure.
c. That the payment information that Paddle has for the PayPal account is non longer valid.
d. A request that I log in to PayPal directly (not via a link in the email!!!) to update my payment information.

e. Once done, that I respond to the email from Paddle letting them know that it's done.


For a company that deals with security (even has the name mSecure, this would show your customers that you care about their financial security.

Hi Allan,

Like I've stated in the previous post, we have attempted to see how much we can change when it comes to the emails paddle sends out, but there is little we can edit in those emails. When you purchase a subscription through our website, you receive a receipt showing that Paddle is handling the transaction and it also includes the mSecure logo/name. 


We have just released our new website which is in the process of transferring the current subscriptions to Paddle's new billing system. In this new system, all receipts will show mSecures name and you are sent to a billing portal if you need to change your payment method. In this portal you are able to see all of your previous payments and it should help more users understand that Paddle is simply a Merchant of Record. Each email will contain a link to Paddles website as well which contains an "About" page that you can view to learn more about the company. 


Paddle.com has multiple articles talking about what they do for software companies if you want to read more about this: https://www.paddle.com/about/why-has-paddle-charged-me, https://www.paddle.com/blog/what-is-merchant-of-record, https://www.paddle.com/resources/merchant-of-record-a-guide-for-cfos



I'm pleased that you are thinking/working on it. :-)

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