Emby Premiere NOT Delivered - This is unacceptable.

[ReeceEmbyLol 0]

Hi,

 

I am an avid Plex user and I recently heard rumors that Plex are removing, or at least, removing the ease of access, to third party plugins. I am still an avid Plex user. However, in saying this, I am more than happy to give Emby a fair opportunity to win me, and my glorious lifetime membership over. Before I committed to this, I wanted to try it out for a month. Due to unique circumstances between my bank and I, I was unable to use my card to purchase a subscription via the website using a credit card. 

 

Thinking on my feet, I decided to download the Emby application on my Android phone and see if Emby included an option to buy an Emby Premiere subscription through the application itself. Though I now consider it a waste of both my money and time, I was pleased at the time to see that there was indeed an option to purchase a month through the server dashboard.1

 

"Support the Emby Team"

 "Enjoy Bonus Features"

 

Yeah, right... Feeling disappointed after my purchase when seeing that my account was not upgraded, I decided to give it an hour or so, just in case Emby needed time to process the transaction on their end and deliver my Emby Premiere subscrption to me.

 

To say that I am disappointed and upset at this would be an understatement. I fondly recall the day when I bought Plex through the same process (That process being through the Plex Android application) and Plex Pass worked flawlessly minutes later. Why can't Emby even do this right?

 

Lastly, to have a support email auto-reply and direct me to the community forum is unacceptable. Support emails are required on the Google Play Store for a reason.

[ebr 16194]

Hi.  We're sorry you had this problem.  The store purchases sometimes will not notify us properly due to technical limitations of the environment.

 

All of our billing support documentation should be pointing to billingsupport@emby.media now though.  We'll have to make sure that Google is updated properly for that information.

[ReeceEmbyLol 0]

Thank you for your timely response. I am not happy with your support system though. To be frank, it's quite poor. 

[Luke 42085]

Thank you for your timely response. I am not happy with your support system though. To be frank, it's quite poor. 

 

We're looking into the issue you had here, but regarding support, what feedback do you have on how we can improve that? Thanks !

[ReeceEmbyLol 0]

I suggest a fairly common option; to actually have a support email where users regardless of OS can contact you. Having to make a forum post over emailing support for an issue like this isn't fair on your customers. We should not have to go through this much effort to get what we paid for, even if it's 1 in a 100. 

[ebr 16194]

I suggest a fairly common option; to actually have a support email where users regardless of OS can contact you. Having to make a forum post over emailing support for an issue like this isn't fair on your customers. We should not have to go through this much effort to get what we paid for, even if it's 1 in a 100. 

 

Hi.  We do have a support email for billing issues.  Unfortunately, the Google play store listing had not been updated with this information but it has been now.  Thank you for bringing that to our attention.

[DADDYG9873 1]

I have the same issue, purchased the premium and never received the key.

Email sent as per above, but no reply. I wanted to try the service straight away but this isn't possible.

I won't be renewing due to this.

[Happy2Play 9783]

6 minutes ago, DADDYG9873 said:

I have the same issue, purchased the premium and never received the key.

Email sent as per above, but no reply. I wanted to try the service straight away but this isn't possible.

I won't be renewing due to this.

Sorry but this is two year old topic.  But will flag @ebrbut all these issues are suppose to handled through billingsupport@emby.media

 

[ebr 16194]

On 10/2/2021 at 5:13 PM, DADDYG9873 said:

Email sent as per above, but no reply.

Hi.  Billing support responded to your email 2 1/2 hours after you sent it.  Our standard here is to be sure and respond within 24 hours.

You understand now that your transaction failed at your bank, correct?

[wonderwond 2]

On 4/13/2019 at 2:58 PM, ebr said:

 

Hi.  We do have a support email for billing issues.  Unfortunately, the Google play store listing had not been updated with this information but it has been now.  Thank you for bringing that to our attention.

funny how so many people are still having the same issues of emby not sending out conformation for account making or premiere accounts, ive tried to make several different accounts using different email hosting companies online and local, none work, so its the email program your using to send out, of course the log will show it sent, but its not sending email out. seems like a way of ripping people off to me. I received your mail where it sent a receipt , but not the imporant things like registering conformation and key ,,,,,,,,, seems your using two different email hosts to me

[wonderwond 2]

On 10/2/2021 at 5:23 PM, Happy2Play said:

Sorry but this is two year old topic.  But will flag @ebrbut all these issues are suppose to handled through billingsupport@emby.media

 

im a hair from contacting the FBI online fraud dept, you can clearly see something is not right here

[wonderwond 2]

On 10/2/2021 at 5:13 PM, DADDYG9873 said:

I have the same issue, purchased the premium and never received the key.

Email sent as per above, but no reply. I wanted to try the service straight away but this isn't possible.

I won't be renewing due to this.

FBI online fraud, scamming people for money is illegal

[ebr 16194]

1 hour ago, wonderwond said:

FBI online fraud, scamming people for money is illegal

Hi.  You have been in a fairly constant email conversation with our billing support all morning.  There is no fraud here and I believe that is borne out by the fact that this topic is from 2 years ago.

We're sorry you are not receiving our automated emails.  This is a very rare occurrence but does happen once in a while and, in all cases to date, it has been an issue of the recipient or intermediary server blocking the email as spam.  Unfortunately, this is unavoidable in some cases except for white listing us in whatever is doing the blocking.

We can continue to resolve this for you with billing support.