@Jens I'm not sure what you mean here. You have had an mSecure subscription since July 11th of 2022. Before July 11th, Paddle attempted to renew your subscription 4 times, but the payments failed for some reason. Typically this happens due to the credit card on file having expired. Now you have create a new subscription yesterday, July 24th. Just before July 24th of 2024, the same renewal attempts will take place, and as long as the card on file is not declined for some reason, the renewal will go through, and your subscription will be paid through July 24th of 2024.

The reason it's not possible to talk with Paddle, is because they are our service provider. When there is a problem with mSecure, whether it be for the app's functionality or a subscription issue, we are responsible to help our customers. Paddle is simply the "Merchant of Record," since they only handle all things related to the financial transactions that take place through our website.

I don't understand your 2nd point, but I'm not sure that matters. We sold mSecure 5 Pro licenses through our website as well, so Paddle was responsible for those sales as well. Again, I don't know what the confusion is here exactly, so I don't know how to answer it specifically.

In the end, you now have an active subscription, and everything looks right on our side. You have been charged the correct amounts, so far as I can tell, but please let me know if you see something wrong about the amount charged.

Is everything making sense now Jens? If not, please let me know what points are still confusing, and I'll do my best to explain in more detail.

@Ken Does what I have explained to @Jens help in your situation? If not, please let me know the specific details that are confusing for you, and I'll explain what's happening.

@Jens I don't know why you didn't receive notification for the payment failing, as that should be happening. Perhaps the email was caught in spam or something, but I'm not sure.

Which link did you follow that tells you you have an mSecure 5 account? I'm looking at the PDF you sent, and I went to the link I believe you are referring to, but it simply talks about managing your subscription. Can you provide the actual URL you are going to so I can try to understand the confusion you are having about mSecure 5? The only thing I can think at this point is that you are seeing you have an mSecure 5 Pro license and somehow that causing the confusion. If that's the case, you having a V5 Pro license simply means you get an Essentials account in mSecure 6. That's no something Paddle decides. It's what we have decided to do to give those who were paying customers in the past features they had already paid for.

Regardless of these things, can you confirm for me that mSecure is working correctly now? I'm looking at your account, and the subscription shows it will renew on July 24th of 2024. Is that what you're seeing as well?

@Ken I checked your account, and the same thing has happened that happened to @Jens. I'm guessing your credit card expired, so the payment couldn't go through. Again, I don't know why you weren't notified, but you should have been. If you would like, you can simply sign up again on our website - msecure.com.

@Jens The reason why you still have access to your subscription after it was cancelled is because mSecure is programmed to give you a grace period. We understand there can be unforeseen delays when it comes to payment processing issues, so instead of simply cutting off feature access, we give a grace period of 2 weeks after the app sees the subscription was cancelled. In this case, Paddle cancelled your subscriptions because the card was declined. Now, mSecure is giving you a grace period so we can get that issue resolved.

There is no admitting or not admitting anything here Jens. There are plenty of times when things go wrong in mSecure and we simply say, "We're sorry that happened and we'll get it fixed." In this case, I literally don't know why you didn't get notified. I absolutely do care about what happened, which is why I'm writing out my responses, but I cannot admit to something when I don't know why it happened. Does that make sense?

In the end, I don't know what you're looking for here. If it sounds like I'm defending something on our end, I don't know why that is. Something went wrong, I don't know what went wrong, and now I'm trying to make sure everything is working correctly. I can see that four attempts to charge your previous card were made, and they all failed. You should have been notified, but apparently you weren't. Now what?

You're telling me that you saw mSecure 5 somewhere, and I'm trying to address that question the best way I know how. Your account has an mSecure 5 Pro license on it. I confirmed that by looking at your account. I don't know what else could have been said about mSecure 5, but I'm more than willing to look into it further, which is why I asked you for the URL. I'm not sure what problem that poses even if we see that mSecure 5 is mentioned when it should be mSecure 6. mSecure 6 is an upgrade to mSecure 5, so it's possible there is some information that wasn't updated correctly in a help article. If that's the case, I would love to update the information so that it's correctly referring to mSecure 6, but I can't do that unless I can locate the error. But again, now what?

Anything you need, I can help you with. I can correct errors, and I will definitely tell you when we've done something wrong. I'm not trying to hide problems in the mSecure app. However, I won't admit something when I don't understand what's going wrong. That does neither you nor I nor anyone else any good. It's just as problematic to admit something incorrectly than it is to not admit something incorrectly. In the end, I need to locate errors and understand problems that take place with mSecure, and when I do, I will respond honestly. But most importantly, I will do everything I can to correct the errors so they don't happen again to other customers in the future.

@Jens I don't know what you mean when you say your subscription expired on August 7th. I see two subscriptions in our system, the first one was started on July 11th, 2022. That is the subscription that expired. The second subscription was started on July 24th, 2023, and that's the one you just signed up for after the previous one expired. Where is August 7th coming from? I have no information in our system about a subscription expiring on August 7th.