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!!!
Infuriating -- Can't renew subscription
- Thread starter DonovanD
- Start date
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.
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.
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.
Nischay Gaya
Parallels Support
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.
Hello,
I am running into the same issue described here. I have been trying to reactivate my Parallels for MAC OS subscription. I'm able to sign into my account and I've followed the procedure to reactivate the expired subscriptions. I get to a page that reads "A new link has been generated and sent to your email inbox. Be sure to check your spam folder if you can't find it. If you did not receive a new email after a few minutes, please contact our Customer Support team". I have checked my spam and I have been attempting to contact customer support, but haven't heard back from my inquiries. The system is failing to send a subscription renewal email after multiple attempts. Please help.
I am running into the same issue described here. I have been trying to reactivate my Parallels for MAC OS subscription. I'm able to sign into my account and I've followed the procedure to reactivate the expired subscriptions. I get to a page that reads "A new link has been generated and sent to your email inbox. Be sure to check your spam folder if you can't find it. If you did not receive a new email after a few minutes, please contact our Customer Support team". I have checked my spam and I have been attempting to contact customer support, but haven't heard back from my inquiries. The system is failing to send a subscription renewal email after multiple attempts. Please help.
Hello @DigitalF3 and @JoshuaV3 ,
Please note that the renewal of your existing Parallels Desktop subscription was unsuccessful because the transaction was declined by the card issuer.
Should you encounter any issues in the future and need to contact Parallels Support by phone or chat, please follow the steps below:
1. Sign in to your Parallels account using the link: https://my.myparallels.com/login
Please make sure that your Parallels Desktop license is registered to the account.
2. Go to the Support page. ( https://my.parallels.com/support/ )
3. Select your product and the category that best matches your question/issue.
Then enter a short description of the issue or relevant keywords in the search box.
4. If you do not find a suitable solution, click Request Support and continue to the available support contact options.
For more information, please refer to Parallels Desktop support.
Thank you.
I ran into this exact problem and eventually discovered that Parallels and Cleverbridge (you'll see them on your previous invoice emails) appear to maintain separate email records. Updating one does not update the other.
Parallels correctly recognized my current email address, account, and activation key. Password-reset and license-lookup emails arrived immediately.
However, the Cleverbridge billing record was apparently still tied to an old school email address that I no longer had access to. This affected much more than renewal reminders. Inside my.parallels.com, every attempt to:
Updating the email address on the Parallels account did not appear to update the separate Cleverbridge billing record. Parallels knew who I was and knew which license belonged to me, but I still could not access any billing functions.
Because the subscription had already expired, I also could not access Parallels' advertised 24/7 live support to get help fixing the renewal problem. It did look like I could open up a ticket.
I ultimately solved the immediate issue by purchasing a new license. The new key activated my existing Parallels installation and Windows VM immediately - no reinstall was necessary. Luckily, Parallels was running a 30% discount, so the new-license price was only about $10 more than my previous renewal price. Time is money, so I went with that option so I could be done with it.
Anyone experiencing this should check whether the original purchase was made using an older email address (if you've changed your parallels email, chances are your Cleverbridge billing info is still pointing to the old one). The email shown in the current Parallels account may not be the email Cleverbridge is using for billing. Opening tickets with both Parallels and Cleverbridge before the subscription expires may be the safest option - granted, I didn't try that, just a guess.
Posting in the event this helps anyone.
Parallels correctly recognized my current email address, account, and activation key. Password-reset and license-lookup emails arrived immediately.
However, the Cleverbridge billing record was apparently still tied to an old school email address that I no longer had access to. This affected much more than renewal reminders. Inside my.parallels.com, every attempt to:
- update the card on file
- change billing information
- view previous invoices or order confirmations
- manage or renew the subscription
Updating the email address on the Parallels account did not appear to update the separate Cleverbridge billing record. Parallels knew who I was and knew which license belonged to me, but I still could not access any billing functions.
Because the subscription had already expired, I also could not access Parallels' advertised 24/7 live support to get help fixing the renewal problem. It did look like I could open up a ticket.
I ultimately solved the immediate issue by purchasing a new license. The new key activated my existing Parallels installation and Windows VM immediately - no reinstall was necessary. Luckily, Parallels was running a 30% discount, so the new-license price was only about $10 more than my previous renewal price. Time is money, so I went with that option so I could be done with it.
Anyone experiencing this should check whether the original purchase was made using an older email address (if you've changed your parallels email, chances are your Cleverbridge billing info is still pointing to the old one). The email shown in the current Parallels account may not be the email Cleverbridge is using for billing. Opening tickets with both Parallels and Cleverbridge before the subscription expires may be the safest option - granted, I didn't try that, just a guess.
Posting in the event this helps anyone.
And now my license has been stopped, no payment taken despite confriming it last Thursday