No notice for premium membership renewal

[BoomBoomsCousin]

It’s pretty unfriendly to not notify members a few days before renewal. Just taking the money so it’s a done deal and people aren’t prompted to think about whether or not they want to resubscribe looks like you lack confidence in the value of your service.

Also, I can’t see, from my “My Mumsnet” or “My Premium” buttons how I manage my subscription, find out when it’s due for renewal etc., cancel. How would I find those options?

You’re not wrong, OP!

Hi @BoomBoomsCousin thanks the feedback about the subscription renewal - it's something we will look in to and it's certainly not something we did intentionally to trick people.

Just to let you know that you can view your subscription details via your account settings page or you can go to this link - www.mumsnet.com/service/premium/get-details

Give us a shout if you need any more help with anything.

@soniamumsnet
How do I navigate to that page from the screen?

Having a link hidden in emails or threads is not clear or user friendly.

Also, can I cancel the subscription and get a refund?

I totally agree. I wasn’t planning on renewing - but here I am, £50 down.

@MNHQ

Are you aware the government say:

"Automatically renewing your customer’s contract or subscription without requiring you to take sufficient steps to inform them before doing so."

is unfair

assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/820547/UCT_09_Subscriptions.pdf

I'd really like a refund and my subscription canceled.

Hi @BoomBoomsCousin thanks for the feedback. To answer your question about navigation, you can reach that page by clicking on your account settings page. Click on 'My Mumsnet' on the top right-hand side of the page, and then Settings.

Or, just click on this link: www.mumsnet.com/service/premium/get-details

Yes, I received an email to say that the payment had failed. I assumed it was a scam at first because I’d had no email from Mumsnet saying that my subscription is coming up for renewal. I’m not sure whether I want to renew my subscription.

Ditto, mine failed (which I'm glad about) it's a lot of money for not a lot !

@soniamumsnet

Hi *@BoomBoomsCousin* thanks for the feedback. To answer your question about navigation, you can reach that page by clicking on your account settings page. Click on 'My Mumsnet' on the top right-hand side of the page, and then Settings.

Or, just click on this link: www.mumsnet.com/service/premium/get-details

Thank you!

And thank you for the cancelation and refund..

Mine worked, but the first I knew about it was a receipt which I thought must be a scam, so I came here to check. It appears it is indeed on the level - well, in that it really was Mumsnet who took the payment, anyway.

For the avoidance of confusion in the future, please note that the invoice comes before the receipt. Mainly because you shouldn't be snaffling money out of a person's account unless they have specifically authorised it. Yes, now you tell us to go and look at our settings. I was not aware that "I" had set it to automatic renewal prior to finding out I'd paid for it.

I'm not quite annoyed enough to ask for the money back, as I was planning on renewing it anyway. But you jolly nearly put me off

Hi @Anniegetyourgun thanks for your feedback which is appreciated.

Hi all,

This is Katie from the product team at MNHQ.

We’re sorry about the negative experience you’ve had with your annual subscription renewal.

Following your feedback, we are scoping an update to notify annual subscribers 7 days before their subscription is renewed. We’ll be implementing this as soon as we can.

We also agree that the subscription information isn't as easily accessible as it should be, so we are planning to make it more obvious in account settings.

For anyone trying to access their subscription details in the meantime you can find it in your settings - see screenshot attached.

Apologies again for any confusion and thank you for the feedback!

Katie

Thank you for taking our comments on board.