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  1. #1

    Default Xara Auto Renew problems

    I have been a Xara customer for many years, however that is about to change as my current subscription to Designer Pro + was due to expire tomorrow and I had intended renewing but by the month. However I just received notice that the subscription had been renewed for anther year and 179 had been charged to my card. It is indeed showing as pending and cannot be disputed with American Express until it posts.
    The notice I received from Xara did mention something like feel free to ask any questions but failed to provide contact info. There is no contact info on the actual program either under accounts or anywhere else. By googling I was able to send a webmail to them (finally).

    If Xara continue in this fashion I cant see them lasting. I for one am done with them. Cant believe I am the only one?
    IP

  2. #2
    Join Date
    Dec 2018
    Location
    Australia
    Posts
    1,965

    Default Re: Xara Auto Renew problems

    That's a very valid point Phill. I would most definitely not have turned on Auto Renewal or anything that implies a company can dip into my money without my explicit permission. SAAS leaves a bad taste as it is, add Auto Renewal and we're upping the experience to gagging.

    Where/how do I check if the Highway Robber is active?
    IP

  3. #3

    Default Re: Xara Auto Renew problems

    Chris. You can't check easily. All I found when I clicked on one of the tab was expires on xxx. No option to renew, cancel or change plan.
    IP

  4. #4
    Join Date
    Apr 2012
    Location
    SW England
    Posts
    18,679

    Info Re: Xara Auto Renew problems

    Phill, I too have my subscription set automatically.

    I do not believe that I receive any email notifications.
    What I have done is:
    • Open Xara Designer Pro+.
    • Pick Account Billing & Plans.
    • View Current Plan button or My Products and Plan Tab. This has a Contact Us link.
    • View details and manage.
    • Click the topmost box for Subscription details. You can Cancel here.
    • The Billing History allows the PDF download of invoices that clearly define the Next Billing Date.

    If your marked deduction preceded this date then I would just go to support@xara.com and ask for a transfer to monthly subscription.

    Xara has picked the leanest approach that does not require a human involved.
    Most of the time is works, just use the email as that catchall.

    Acorn
    Acorn - installed Xara software: Cloud+/Pro+ and most others back through time (to CC's Artworks). Contact for technical remediation/consultancy for your web designs.
    When we provide assistance, your responses are valuable as they benefit the community. TG Nuggets you might like. Report faults: Xara Cloud+/Pro+/Magix Legacy; Xara KB & Chat
    IP

  5. #5
    Join Date
    Feb 2007
    Location
    UK
    Posts
    21,681

    Default Re: Xara Auto Renew problems

    EDIT - cross post with acorn

    if I go into my xara [cloud - free] account and click on upgrade I will get Blling and Plans and can then access My products and Plan tab - here I can see my subscription[s]

    I think if you want to switch to monthly you would need to cancel the annual and then resubscribe monthly [click on view details and manage and then click on the arrow to the right of your plan]


    you sing up for auto-renewal by default and I see no way to change this - way more complicated than it need be....
    -------------------------------
    Nothing lasts forever...
    IP

  6. #6
    Join Date
    Mar 2017
    Location
    Berlin
    Posts
    288

    Default Re: Xara Auto Renew problems

    Lets set the record straight.

    1. Yes auto-renew is on by default on the Plus plans. It is a service. Standard industry practice. No one is surprised.
    2. The renewal date is on your invoice and in the admin panel.
    3. You have 51 weeks to set your plan to non-renew so it does not automatically charge the following year. You can do this simply in the admin panel (accessed through the product Account > Billing) or by contacting Xara.
    4. Contacting Xara. Through the chat on xara.com or on the admin panel. There is email through the form at xara.com/contact-us. And there are multiple Contact Us buttons and links on the admin panel.

    Xara has been in business for 40+ years. We have interacted with all of you many times. Suggesting that Xara is doing anything non-standard, malicious, or "highway robber" is offensive to the hard-working employees of Xara.

    Oh....on the case above, no one seems to mention that in less than 24 hours the annual renewal (that we rightly did) was refunded and the plan changed to monthly.

    Happy Holidays.
    Last edited by MB365; 30 December 2024 at 12:09 PM.
    IP

  7. #7
    Join Date
    Dec 2018
    Location
    Australia
    Posts
    1,965

    Default Re: Xara Auto Renew problems

    @MB365 I used the term Highway Robber, not robbery.

    I will also return your "Offensive to the hard-working employees" and offer it is offensive to your hard-working customers that you set, as default, to take money without asking. The Highway Robber I refer to is the option to turn off...which I could not find and still can't.

    I find it very hard to believe Auto Renewal without asking is the industry standard. I know I am asked to turn on Auto Renewal with several application I have, but none that are on by default without asking on install. Nor can I think of any that can't be turned off.

    In answer 3, you say there are 51 weeks to set the plan to non-renewal. All I could find was cancel your account. If there are further options so I can control my own money, please advise.

    Lastly, I am not suggesting you are doing anything malicious. Non-standard I would argue, and highway robbery is a matter of opinion. However, I do find Xara's marketing rather condescending and your choice to defend rather than placate adds to that observation.
    IP

  8. #8
    Join Date
    Mar 2017
    Location
    Berlin
    Posts
    288

    Default Re: Xara Auto Renew problems

    Again we are not taking money without asking. It is clear on your invoice, in the admin panel that your plan will renew, and terms.

    Cancel is the same as non-renewing. But we are happy to do it for you as well Chris. You are deciding not to continue after the renewal date. Common standard practice.

    Yes your Highway Robber comment is opinion..unfortunate and disappointing.

    Happy 2025 all. Signing off.
    IP

  9. #9
    Join Date
    Dec 2018
    Location
    Australia
    Posts
    1,965

    Default Re: Xara Auto Renew problems

    No where in the install process was I asked if I wanted Auto Renewal. If it was clear on the invoice, in the admin panel and the terms and conditions then I refer back to my marketing observations.

    Cancel is not the same as turning of Auto Renewal. You can claim standard practice as much as you like, I shall continue to doubt that.

    Offering to make my mind up about canceling my subscription makes you appear petulant. I have no intention of canceling my subscription, once again you presume to think so little of your customer that I can't make up my own mind. I'm sorry for being a disappointment to you.
    IP

  10. #10
    Join Date
    Apr 2012
    Location
    SW England
    Posts
    18,679

    Info Re: Xara Auto Renew problems

    In defence of Xara, I find it has placed all the information out there apart from an explicit feature to cancel autorenewal.

    Unfortunately, people always get flustered when the information is not staring them in the face such as having to dig down too many levels, not reading the invoice or needing to search for the email.

    Here is a page that covers the process: https://helpandsupport.xara.com/xara...scription.html
    The cancellation can be itself cancelled.
    In cancelling, I assume you also may lose any discounts.

    @Matt pointed out this particular situation was remedied immediately when it became aware. Great, considering it is the Christmas Holidays in UK and Germany.
    Using the contact form, https://www.xara.com/contact-us/, the email support@xara.com or Intercom Chat all get a fast reply.
    Xara's response times and positive action and outcome are vastly above industry standards. The counterpoint is Magix's dire prior handling of issues.

    I find not having to store away a licence key and just register through Xara Cloud is a boon.
    The downside is most fail to realise the majority detail is in Xara Cloud.
    Perhaps the product Account > Account details could offer up more information? So include Subscription Renewal Date, Billing Amount, Cancel Subscription, Remove Scheduled Cancellation.

    To end on a positive note:
    1. No one mentions the Xara Cloud Scale offer - Pro Plus licences for 3 seats, uplifted for free by Xara. Effectively you could have six installations on the go, one active for each of 3 users.
    2. The frequent update cycle of the Plus products and Xara Cloud does ensure Bugs can be remedied and may even extend to marketing glitches.

    Happy New Year.

    Acorn
    Acorn - installed Xara software: Cloud+/Pro+ and most others back through time (to CC's Artworks). Contact for technical remediation/consultancy for your web designs.
    When we provide assistance, your responses are valuable as they benefit the community. TG Nuggets you might like. Report faults: Xara Cloud+/Pro+/Magix Legacy; Xara KB & Chat
    IP

 

 

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