Query

[user789798]

Despite having paid, and have access to my full account for my website from some time ago, when I go to my settings, it still states I am on a trial basis. Also, I find it practically impossible to access my site to make changes. This involves time consuming effort of a constantly loading page and me going into wiping my cache, my history - and even then I still have issues getting into it.

[William_A]

Hello @user789798 ,

Based on our records it looks like this trial account uses a 3rd party app to login. This typically denotes that you used a separate company to sign up with our system. Who did you originally use to connect with us? Have you contacted their support?

[user789798]

Hello,

One of the issues I wrote to you about seems to have been corrected, and since writing I was able to access and edit my site without the difficulty I was experiencing every time. However... the fact remains that my account is still being considered a trial, which it has not been for years, because now, after receiving an email in January asking me to upgrade my trial account by 7 Feb to avoid disconnection, it has been deactivated. Again, I do not have a trial account. I built this website directly using the Constant Contact web builder site, not through a third party. I used the trial one to build it, and when I finished it, I connected my domain name which I have purchased through Namespro - which I have done for years - and never took advantage of your free domain for one year. I have been paying $120.00 a year to Constant Contact - the last payment was on 27 April 2021 - and yet, before that year has expired, I now can't access my site through that domain. I have spoken to your accounts department today, who told me she did not the ability to look at ANY of my details, nor my site, and I'm sorry, but she really didn't seem to know what she was talking about; she kept ignoring the fact that I have paid $120 per year, by saying I should have been paying $10.00 a month, which equates to the $120.00 I have paid for the last few years, and blinding me with info to do with something about two different entities one of which was email marketing, which I have nothing to do with. I spoke to another person in another 'department' and tried messaging on Twitter. No one appears to know how to help.

All I know is, I feel I am paying for a website that I understand should connect to my domain, and I should not be getting messages stating that I have a free account. The following are the features that have been confirmed by constant contact that I SHOULD be enjoying:

Edit Site Site Actions

Your website health check

Your website is published.

You can take advantage of our premium paid features.

You have a custom domain.

What am I paying $120 a year for then, if my site is now deactivated - or at least disconnected from my domain - I have no idea anymore?

Thank you.

[Zoe_H]

Hello @user789798,

Thank you for all of that helpful information. It does appear that you have a Website builder plan with us, and it does state that you are a trial. To get some assistance on this and get this resolved, you will have to give our Website Builder team a call during regular business hours. Thank you!