VIP status not renewing

[ghira]

My VIP status is active, next renewal 17 of July. This is clearly in the past. It is set to auto-renew using points, and I have enough points.

Why has it not renewed?

Kobo help system has told me that I have been given a 10 day grace period. Why? I have said I want it renewed. Is this happening to anyone else?

yes my payment thing is still valid. I bought a book just now to verify that.

Every previous year this has worked.

[ghira]

I discovered I could manage it by hand and renew it by spending the money even though it said odd things about how it had expired and they were sorry to lose me. They took the money, sent me an email saying I'd renewed, and it still says next renewal date 17th of July. I think I'll contact support again. Also the code for a free book doesn't work but that's a problem most years.

[ownedbycats]

Originally Posted by ghira

Also the code for a free book doesn't work but that's a problem most years.

Are you using their list of select free books, or just redeeming it on a random? I made that mistake one year.

It's unfortunate as that list is... not very expansive and there's an overabundance of romances or romances disguised as other genres.

[JSWolf]

Originally Posted by ownedbycats

Are you using their list of select free books, or just redeeming it on a random? I made that mistake one year.

It's unfortunate as that list is... not very expansive and there's an overabundance of romances or romances disguised as other genres.

If a book is mainly a romance, romance should be the first genre listed.

[ownedbycats]

Originally Posted by JSWolf

If a book is mainly a romance, romance should be the first genre listed.

If a book is listed under multiple genres, Kobo will list them under all the genre sections regardless of order.

[ghira]

Originally Posted by ownedbycats

Are you using their list of select free books, or just redeeming it on a random? I made that mistake one year.

One of the books on their list. Like every other time it hasn't worked. It is very frustrating ,and yes the choice is feeble.

[ownedbycats]

Oof. I'd go into the chat support and see if they can help.

[ghira]

Kobo has refunded my attempt to renew VIP status manually. I have no idea what is going on.

[ghira]

Now support says try renewing manually. I said I already did and you refunded it. Did it again, expiry still 17th of July 2024. We shall see. at this point I expect it will expire on the 27th and then I ... buy it again?

[ghira]

This morning:
Kobo VIP Membership

Points balance:

12358

Subscription status:

Cancelled

Subscriber since:

Nov 22, 2016

Amount:

£6.00 / year

They said trust the auto update it will be fine. Then they said do manual renewal. I did that 1-2 days ago and got an email thanking me for renewing. Today it shows as cancelled. Yes there are worse problems in the world but something HAS to be wrong somewhere.

[ghira]

Have contacted support. Again. repair account. update payment info. update location. renew manually with money. renew manually with points. get email saying I have renewed. still show as Cancelled on subscriptions. pah.

[ghira]

They now say ok I have done everything I possibly could and notwithstanding messages confiming my status and emails welcoming me to VIP program and so on, no I do not in fact have it. Being passed to... higher level support. Which is fine.

[ghira]

And I learn that I don't lose my current points, but I can´t spend them while not a VIP.

[ownedbycats]

Well that's kind of... dumb. Not get any more points, sure, but being unable to spend the ones you already have?

[ghira]

I had wondered if this could happen so had spent all but the 4000 needed for renewal!