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Billing in Euro, Advertised in Dollars

LZ

I'd like to try this out for my company, but don't want the additional credit card fees associated with international currency. The pricing was advertised in USD, but when I signed up I got Euros on my "Account and Billing" tab...

All responses

David Trey staff
Replied on Jun 04, 2014 - 15:10 UTC

Hello Linda,

Please tell me:
- What language did you set in your Todoist account's Settings?
- Are you currently physically in a country that uses Euro as its currency?
- Are you connecting through a VPN that's physically placed in a country that uses Euro?


Best regards,
David

LZ
Linda Zachar premium
Replied on Jun 05, 2014 - 12:34 UTC

Language, English. Not physically in a country that uses Euro. My IP address (just did a trace) is in Iowa, USA. No VPN.

David Trey staff
Replied on Jun 05, 2014 - 12:43 UTC

Linda,

Thank you, we've investigated this and it was indeed an issue on the back-end. It should be fixed now, please try to log out and back in if reloading the page itself doesn't help.


Best regards,
David

LZ
Linda Zachar premium
Replied on Jun 05, 2014 - 12:50 UTC

Logged out and in again. Twice.

Still Euros… from the "Business Admin-->Accounts and Billing" page:

Your upcoming invoice

Description Quantity Unit Price Amount
Subscription to Monthly (€2.20/month) 1 2.2 EUR 2.2 EUR
Total amount due: 2.2 EUR
Charge date: Jun 18

David Trey staff
Replied on Jun 05, 2014 - 13:05 UTC

Linda,

Please let me know if using Ctrl+F5 to force-reload the page also doesn't help and I'll pass it to our developers. Sorry for the inconvenience.


Best regards,
David

LZ
Linda Zachar premium
Replied on Jun 05, 2014 - 17:48 UTC

David, I tried it in a different browser. Doesn't work.

LZ
Linda Zachar premium
Replied on Jun 09, 2014 - 14:39 UTC

David, any ideas?

David Trey staff
Replied on Jun 09, 2014 - 15:06 UTC

Linda,

We're sorry for the inconvenience, it was an issue on our end, we've fixed it, but the fix doesn't affect existing accounts. We're looking into it and hope to find a solution to adjust the currencies for these accounts incl. yours.


Best regards,
David

LZ
Linda Zachar premium
Replied on Jun 09, 2014 - 17:58 UTC

Can you copy my tasks to a new acct? I can give you another email address.

David Trey staff
Replied on Jun 09, 2014 - 18:34 UTC

Linda,

Unfortunately, that's not possible. We're working on this issue and your account will have the option to see the prices in USD soon.

If you have a Premium account now, you could go to Settings -> Backups, generate a backup and download it. Then, create a new account, I would move the Premium time you have to it (based on the order reference ID from the receipt) and then you can import these projects to this new account.


Best regards,
David

David Trey staff
Replied on Jun 09, 2014 - 19:51 UTC

Linda,

Your account has now been switched to USD.


Best regards,
David

LL
Laura Lovell premium
Replied on Jun 16, 2014 - 21:31 UTC

Hi David,

My account is having the same issue. Can you help? I think our credit card was just charged in euros and I'd really like the $$ back for the difference.

Thank you,
Laura

David Trey staff
Replied on Jun 17, 2014 - 11:57 UTC

Hello Laura,

Please tell me, how much were you charged in USD exactly. The pricing in Euro should be adjusted accordingly so that the value is the same.

Unfortunately, we can't sent yo a partial refund so if the difference was indeed significant, we can refund your entire payment (based on the order reference ID you'll send us), make the appropriate change to your account and then you can pay in USD again. Sorry for the inconvenience.


Best regards,
David

LL
Laura Lovell premium
Replied on Jun 18, 2014 - 16:00 UTC

Hi David,

It looks like the charge has not gone through yet. As soon as it does, I'll let you know how much it was for and we can move forward.

Thank you,
Laura

David Trey staff
Replied on Jun 23, 2014 - 11:49 UTC

Hello Laura,

The currency of your account has now been adjusted.


Best regards,
David

LL
Laura Lovell premium
Replied on Jul 14, 2014 - 22:22 UTC

Hi David,

Our bookkeeper was looking over things and noticed that we had not been credited the additional cost of the euros and we were also charged a foreign currency fee of $4.95. Could you please make the adjustment?

Thank you,
Laura

LL
Laura Lovell premium
Replied on Jul 14, 2014 - 22:23 UTC

If there is a phone number we can call to clear things up instead, please provide it.

Thanks!

David Trey staff
Replied on Jul 15, 2014 - 11:38 UTC

Laura,

Unfortunately, we don't offer phone support, but please clarify what exactly are you referring to?

We can't change or correct any invoices that have already been paid. In case you paid too much, the remaining credits are automatically converted by our system to an "account balance" which has priority over CC charges which means that the next invoice will cause a smaller charge based on how many credits you've had on your account at this time.

That said, please let me know what "additional cost of the Euros" are you referring to? How much exactly, when, through what order reference ID?


Best regards,
David

LL
Laura Lovell premium
Replied on Jul 29, 2014 - 21:10 UTC

Hi David,

It was advertised that we would be charged $105.00 USD. We were charged €105.00 euros which came to $142.60 USD being charged to our credit card, plus a separate exchange fee of $4.27 USD.

Therefore, we should be credited $41.87 USD.

The invoice number was: 114 ch_4EaoMUbq1mDCeT on 16 June 2014.

Thank you,
Laura

David Trey staff
Replied on Jul 29, 2014 - 21:16 UTC

Laura,

I can confirm that and this is the correct payment. Our Premium service costs (as mentioned on any page, please send us the link to the page where it's said otherwise) is $29 per year per user or, in Euro, it's 21 Euro per year per user.

I see that you've paid for 5 users, that's 5 * 21 Euro = 105 Euro. If you'd pay with USD, that would be 5 * $29 = $145.

That said, we can't give you a partial refund, unfortunately. If you no longer wish to use Todoist for Business, we can refund the full invoice. If you wish to use it, but in Euro, then we can also refund it, but then you'd have to cancel the Business service and sign-up again, then pay 145 USD for 5 users. Let me know in case you'd like to take advantage of either of these offers (that include a full refund).


Regards,
David

LL
Laura Lovell premium
Replied on Jul 29, 2014 - 21:41 UTC

David,

We really like the Todoist program and would like to keep it with our current account as we have fully integrated it into our business.

When we signed up, it was advertised as $21 USD per user for a Todoist for business account. It sounds like Linda Zachar, listed above, had the same issue as I did only a week prior to us, so I am lead to believe that the issue had not been fixed when we signed up. In a previous message you stated "In case you paid too much, the remaining credits are automatically converted by our system to an "account balance" which has priority over CC charges which means that the next invoice will cause a smaller charge based on how many credits you've had on your account at this time."

I believe we paid too much, based on what was advertised at the time. Please let me know when/if you are able to credit our account as stated above.

Thank you,
Laura

David Trey staff
Replied on Jul 29, 2014 - 21:48 UTC

Laura,

Previously, I meant that in case you would have paid for more users that there are on your account, then the remaining payment would be converted to an account balance, but I see that you've paid for the correct amount of users and the correct amount.

This is very unusual and so far, aside from the occasional question to change the currency, we haven't got any other reports than these that would actually show the amount from and Euro price, but USD as the currency.

To solve this, I have now increased your account balance by $40 which would be the $8 difference for 5 users. This will not make any change for the current invoice, but the one next year would be lowered by $40. Let me know if that's OK because even the refund option wouldn't solve it as next time you'd sign-up, you would be charged the same amount.


Regards,
David

David Trey staff
Replied on Jul 29, 2014 - 21:51 UTC

Laura,

Sorry, so far, the update didn't work, but I'm passing it to our developers now and we'll credit the account balance as I've mentioned soon.


Regards,
David

David Trey staff
Replied on Jul 29, 2014 - 21:57 UTC

Laura,

You now have a balance of $41 on your account. Let me know if that's OK.


Regards,
David

LL
Laura Lovell premium
Replied on Jul 30, 2014 - 22:55 UTC

Thank you very much, David. We look forward to continuing to use Todoist!