Did Parallels fire all the humans??? I need to renew my Parallels Desktop Pro subscription and the system insists on sending me an email link to process the renewal, then fails to send the freaking subscription renewal email after multiple attempts. It sends order history email but not the subscription renewal email. It also does not allow me to request Chat or email support, so I'm posting in this forum in case some human from Parallels is monitoring. Please respond quickly as you are minutes away from losing a decade + customer and creating a new VMWare customer. INFURIATING!!!
The subscription renewal email was never received (checked SPAM/JUNK folder as well as Inbox) -- so I went ahead and purchased a new license to avoid a potential productivity hit from waiting on either that email or Parallels support. I truly hope this breakdown is not a sign of declining Parallels support, as it has been an example of great customer support for the past 15 years.
Hello, Please note that your existing Parallels Desktop subscription renewal failed as the transaction was declined by Card Issuer. However, we can notice that you have already purchased a new Subscription, if in case you encounter any error in the future, in order to obtain phone/chat support, kindly follow the below steps: 1. Sign in to your Parallels account using the link: https://my.myparallels.com/login Make sure your Parallels Desktop license is registered. 2. Go to the Support page. ( https://my.parallels.com/support/ ) 3. Select your product and the category of your question. Enter a short issue description or key words into the search box. 4. If you don't find the solution you are looking for, click "Request Support" and proceed to the Support contact options. Kindly refer to this article for more information: https://kb.parallels.com/6571 Thank you.
Yes, the original renewal transaction failed because the card was replaced by the issuer. However, you are missing the point of my post: 1. Your subscription renewal email process is broken. The renewal email with link was never received -- even now more than 24 hours later. And, 2. The chat and email options were disabled and the only option to get support other than FAQS was to post in this public support forum. You guys need to fix this as the guidance and solution supplied in your reply is not what is presented by your system to someone going through the problem. I hope you find this helpful.
That's exactly the problem I had: the credit card had expired, impossible to change it because I never receive the email during the process. No more chat/phone support because the license is expired. And the same kind of useless and off-topic answers from the Parallels staff. No solution apart from buying licences for 3x the price. Frustrating.
Hello Aurelien, We created a ticket with reference number: 45***20, and sent you further instructions to assist you on your email: a******n@gr***m********t.be Kindly check your inbox. Thank you.
This exact same thing is happening to me. I try to log into my parallels app, and then get the prompt to renew. I end up in my Parallels account and follow the steps to renew. Get an email from cleverbridge to update payment details, I do this then I get another email asking to authenticate my payment method. I complete the steps but then I get the same email over and over everytime I complete authentication. Please assist as this is the most frustrating renewals experience, I work in a SaaS company and am in charge of renewals/purchasing and if my customers had to go through this I'd fear for my job.
Hello, Please note that as per our system, your Parallels Desktop License has renewed successfully. If, in case, you require further assistance, please let us know. Thank you.
