Animoto

Hey Jonathan, Thank you so much for taking the time to reach out about your experience. First of all, I’m so sorry to hear about you and your family’s immense loss. I can’t imagine how difficult that must continue to be for you and your loved ones. Stay strong! You got this. Our Annual Plan is listed as $180/year, evening out to $15/month to show you how much you’d be saving per month by opting for the up front annual payment. To view monthly billing options on our pricing page, you can click “Monthly” on the top menu header, and see the monthly pricing displayed. I’m sorry for any confusion here! I hope this explains for next time. Our annual plans are paid up front for the year. Canceling the plan directly after purchasing just ensures that you won’t be charged the next year according to the scheduled renewal date agreed upon at check-out. I was able to check into your request to make sure that you received a resolution to this, and it looks like you and your wife were able to work with my colleague to reach one. If anything else comes up in the future, or there is anything outstanding we can lend a hand with here, we’re always reachable at [email protected].

Hey Richard! Thank you so much for sharing a bit about your experience. I’m sorry to hear the auto-renewal took you by surprise! We send a confirmation email receipt after your initial purchase with the auto renewal information agreed upon at check-out, and that email provides a link to your order receipt, but we understand these emails may not always be seen right away when the purchase is top of mind. If you ever need to find past receipts or look up subscription details, you can log into your Animoto account and click the "Billing" tab from the Account page under the “My Workspace” menu on the left hand side. You mentioned being charged 7 days prior, but in looking into your account, your plan renewed exactly one year later on May 23rd of each year, the date that the current subscription was originally purchased. Depending on your time zone and your financial institution, the automatic renewal will hit your account within 24 hours of your renewal date, so getting charged 1 day before or after the renewal date is normal but seven days is definitely not. It’s not showing that early charge on our side of things, but it may be worth it to check in with your bank! I was able to check into your request to make sure that you received a resolution to this, and it looks like you were able to work with my colleague to reach one. If anything else comes up in the future, or there is anything outstanding we can lend a hand with here, we’re always reachable at [email protected].

Hey Don! Thank you so much for sharing a bit about your experience, and I’m so sorry to hear you felt at all misled by the auto-renewal process. We hope by sending a confirmation email receipt after your initial purchase with the auto renewal information including a link to your order receipt that we’re being clear, but we understand these emails may not always be seen right away when the purchase is top of mind. If you ever need to find past receipts or look up subscription details, you can log into your Animoto account and click the "Billing" tab from the Account page under your My Workspace on the left hand side menu. I’m happy to address the price change, as understand that was unexpected. When you first subscribed with us April of 2023, you used a promo code for 30% off. All of our promos aside from our nonprofit codes are one-time use cases, and do not roll over onto renewals. Apologies for any confusion there! We're always happy to offer a seasonal promo or see what may be available if you reach out to us a few days before the renewal date agreed upon at check-out. All that said, we’d love to help turn this around for you, and would welcome any further communication with us under [email protected]. Please feel free to reach out to us there to continue the conversation!