Xara Auto Renew problems

[Phill]

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?

[Chris M]

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?

[Phill]

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.

[Acorn]

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

[handrawn]

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....

[MB365]

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.

[Chris M]

@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.