very disappointing customer experience
e purchased the most expensive yearly subscription, but after the password and Secret Key were lost, we completely lost access to the account. Meanwhile, the subscription payments continued to be charged the entire time while support was taking weeks to respond. In the end, no real help was provided - we only kept receiving emails asking whether to close the ticket or not. If account recovery is completely impossible and you cannot help users in any way after losing access, then there should be a very clear warning during registration and subscription purchase that losing the password or Secret Key means permanent loss of the account with no recovery options. What makes the experience even more frustrating is that after it became clear that support could not help us regain access, we continued receiving automated reminder and follow-up emails for weeks. It feels like the system keeps sending messages without actually addressing the issue or providing a solution. Overall, this has been a very disappointing customer experience.