I upgraded & paid, but why are content & features still locked?

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  • Avatar
    Conor McMenamin

    Here's an idea for you Brainscape, actually get your app to work properly rather than leave this lame FAQ up online. This basically says "we suck at our job, and it's your problem". FAIL.

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    Conor McMenamin

    PS you have had this issue online for TWO YEARS and not fixed it. Really? Did it not seem important to service your actual paying customers?

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    Dsbalzano

    I have emailed customer service twice now for this issue with no response. I paid for the Pro app to have access to all study material and it still shows locked. Can someone please contact me?!?!?!

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    Derya Bellekci

    Hi there,

    I paid for the Pro app to study some materials but they are still locked
    I need to access these materials ASAP
    Please fix the issue.

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    davisandrejoseph

    The problem has been fixed. Thank you very much for the quick response as well as your professionalism.

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    davisandrejoseph

    Hi,

    I have recently purchased brainscape pro and nothing is working. Everything remains locked and the app is telling me to buy the upgrade a second time. Please fix this problem. I already sent you the receipt as well as my email address to support@brainscape.com

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    Manalrussel

    Hello, I’m having the same issue. Please help.

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    NeedHelp89

    Same issue here. I submitted a request with proof of payment. Thank you.

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    Courtney Hall

    @NeedHelp89, sorry for the trouble :( but glad we were able to get you back studying quickly! -- Courtney@Brainscape

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    NeedHelp89

    While annoying, I have to admit that I am impressed with the speed of which this was fixed—Near instantaneous. Thanks!

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    Courtney Hall

    Hey @Wafaa Rmaih, 

    Looks like my colleague Cathy was able to get your account unlocked. So sorry for any inconvenience or delay this caused in your studies. If you have any additional questions or concerns please don't hesitate to reach back out! 

    Here to help,
    Courtney@Brainscape

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    Courtney Hall

    Sorry you feel that way, Conor :( As I'm sure you understand we try as hard as we can to keep everything running as smooth as possible but sometimes there are hiccups when it comes to technology. We'd be happy to assist you with any trouble if you shoot us a message to support@brainscape.zendesk.com. Again, my apologies for any inconvenience this causes in your studies. Here to help! Courtney@Brainscape

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    Wafaa Rmaih

    Hi Courtney 

    i upgraded today 

    i sent you my receipt 

     

    kindly unlock the features

     

    regards

     

    Wafaa

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    Courtney Hall

    Sorry for any delay it caused in your studies, @davisandrejoseph. Glad to hear you're back studying! -- Courtney@Brainscape

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    Courtney Hall

    Hey Manalrussel, 

    I took a look and it appears my colleagues are trying to reach out to you. They still need your Brainscape account email address. We'll be happy to assist you with this as soon as that's received. 

    Courtney@Brainscape

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    Courtney Hall

    Sorry for the delay this caused in your studies, @Dsbalzano. It looks like my colleague, Joysa, was able to get this sorted out for you but please let me know if we can be of any further assistance with a message to support@brainscape.zendesk.com

    Happy studying!
    Courtney@Brainscape

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    Marie Choquet

    Kindly help me. Been using the app for one year and all of a sudden cannot access any longer. I have been paying each month so not a payment problem. Kindly let me know ASAP please thanks

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    Iolanda Carvalho

    Hey, I paid the app, but my acess is stil locked. Please, help me. What should I do?

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    Vanessa Lim

    Hello. Same concern here, I upgraded & paid, but content & features are still locked!

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    Alyssa Galleshaw

    Hello,

    I too have been reaching out because my deck is locked. I have sent emails with no response. Is there a telephone number so I can reach a real person who can help?
    Thanks!

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    Jarrad K

    Payment transferred for subscription and account still locked. Very substandard service for a steep subscription price. First experience has not been positive.

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    Courtney Hall

    Hey Vanessa, 

    Sorry to hear that you're having trouble accessing the Pro features after you paid. If you haven't yet please send us a message to support@brainscape.zendesk.com. Include your Brainscape account email address and a copy of your receipt. We'll be sure to get your account unlocked as quick as we can (typically within just a few hours of when we receive the email request).

    Here to help,

    Courtney@Brainscape

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    Courtney Hall

    Hey Lori, 

    Looks like my colleague Melissa was able to assist you with your account access. Please don't hesitate to reach back out with any other concerns. 

    Here to help,
    Courtney@Brainscape

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    Kevin Rounkles

    How fast is “ASAP” to unlock the features I paid for yet can’t use because of an issue two years old? Email already sent with the confirmation receipt.

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    Adamsla77

    Same problem here. I have emailed support but do not have a copy of a "receipt" as I paid with applepay. It shows the charge on my bank account and my phone shows the subscription will be billed again March 12, 2021. Please fix this ASAP. If I can't have access to locked content I would like to cancel and get a refund.

    Thanks,

    Lori

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    Courtney Hall

    Hi Alyssa & Derya, 

    If you're still having trouble with your accounts please shoot us a quick message to support@brainscape.zendesk.com including your Brainscape account email address along with a copy of your purchase receipt and we'll be able to unlock your account ASAP! Very sorry for any inconvenience or delay this has caused in your studies. 

    Best,
    Courtney@Brainscape

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    Courtney Hall

    Jarrad, Please send us an email to support@brainscape.zendesk.com include your Brainscape account email address and a copy of your receipt and we'll get your account unlocked ASAP! Courtney@Brainscape

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    Courtney Hall

    Hey Felipe, 

    It looks like my colleague Joysa was able to reset your account access. Please try signing out and back into your account. If that doesn't work respond to her email and she can help you out :) 

    Courtney@Brainscape

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    Courtney Hall

    Hey Kevin, I believe my colleague Soledad was able to resolve your request already. But if you're still having trouble please send us a new message to support@brainscape.zendesk.com

    Iolanda, If you haven't yet please shoot us a message to support@brainscape.zendesk.com include your Brainscape account email address and a copy of your receipt and we'll be sure to get your account unlocked ASAP!

    -Courtney@Brainscape

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    Felipe Kruger

    Hello. Same concern here, I upgraded & paid, but content & features are still locked! I've already sent a e-mail to support@brainscape.zendesk.com with the receipt. 

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