Support has been non-responsive for weeks - please help

General
1

I ordered and received my Pocket, including a year of Pocket Pro, just before New Years. When it arrived, I was disappointed to find that Pocket Pro wasn’t active, so I started the 1-month trial on Google Play thinking perhaps that was the issue (that I needed to subscribe to activate it).

When that didn’t seem to work, I reached out to Pocket support via hey@heypocket.com in 12/30, and on 1/6 they got back to me saying they corrected the issue on their end and to restart my Pocket app to see the 1-year subscription. That worked and I went on my merry way.

Then, on 1/30, I received a message from Google Play that I was charged for a year of Pocket Pro at $199. I immediately (within 2 hours) went into Google Play and disputed the charge and emailed account@heypocket.com and hey@heypocket.com asked them to reverse the charge.

I have now emailed them (same addresses) 6 times over the past 19 day. I haven’t gotten a single response nor any indication they have received my email.

Is something amiss at the company? I’m frankly shocked that no one has responded.

If anyone has any advice or can help with contacting them, I would appreciate it.

Derron

1 Like
2

hey @derron really sorry for this dm’d you for some information. Was the subscription canceled from the play store after we setup your subscription? I have expedited this to my support team am well

3

It was not canceled. The note back didn’t mention the need to do so, and I didn’t realize that they weren’t connected processes. I appreciate your help.

4

I am having a similar issue. I purchased pocket pro 6 months but when I logged in with the same email, it does not show up and asks me to purchase pro. I tried logging out and restarting the app but no change. I sent an email to accounts@heypocket.com but have not heard back from yet.

5

hey if you restart the app you should be good to go do let me know if we could help out in any other way

6

It works, thank you.