Automatic Subscription Renewal questions

[CGPM]

I am an early adopter and my account is set to automatically renew on March 6th, a Friday, or expire on March 8th, a Sunday.  This is making me REAL nervous!!!!  I know there shouldn't be a problem but I would REALLY like to renew at least a week early so there is time to work out any issues should they arise.  Since Fusion is the only Cad/Cam software I use and expect it to stay that way for years to come I don't want to take any chances with my renewals.

My questions:

Is there a way to renew my subscription early?

Is there some grace period if something happens and it doesn't renew automatically?

Thank you for your help with this-

David

By the way I have been in contact with the Autodesk Online Store but am not sure the advice they are giving is correct in this instance.  Here is the last message I received:

Thank you for contacting the Autodesk Store. 

We apologize, however, there will be no option to renew your 
subscription prior to the renewal date which will happen on 03/06/2015.

You may need to place new order and we may need to cancel the automatic 
renewal service of your existing subscription to avoid duplicate 
charges.

Please confirm if you would like to cancel the automatic renewal service
of your existing subscription so we may further assist.

To place a new order, please go to: http://www.autodesk.com/store

   - Add the product(s) you wish to purchase to the shopping cart. If 
you are attempting to place an order from a promotional offer, please 
use the link provided by that offer. If the incorrect pricing appears, 
empty your shopping cart and try again. 

   - Once all items you wish to purchase are in the shopping cart, 
proceed to the checkout. 

We recommend when placing an order that you enter your billing 
information exactly as it appears on your credit card billing statement.
If your middle initial appears on your credit card, please include it. 

If you receive an error message, please reply with the error number, if 
available. Also include the order number if available (found in the 
shopping cart before you click the "Proceed to Checkout" button).

Sincerely,
Wilma

[elizabeth.welsh]

Hi @GCPM,

I'm sorry to hear about the difficulty getting answers regarding your Subscription renewal!

For Desktop Subscription products like your Fusion 360 Subscription, auto-renewal must be on the set date, and I'm afraid our Online Store is unable to manually renew it. The billing will usually test 3 days prior to contract expiration just in case there are issues with payment as well. To ensure your renewal is going to process, I would recommend double checking that the credit card you have listed has a current expiration. If you need to change your billing information, there are some steps listed in the below link:

How to Edit Your Billing Information

I will also be reaching out to you directly to assist with any other questions to ensure there is no lapse in your service.

Feel free to reply if you have any other questions! Thank you!

[CGPM]

Thank you for your response.  What happens if the renewal doesn't go through, like say the credit card denies the charge because they thought it was a suspicious charge?  It sometimes happens and if it does so late on a Friday I may not be able to get it sorted out till the following Monday.  I am sorry about being a pest, if it was set to autorenew earlier in the week I wouldn't be worried about it.

I will make sure all of the billing information is correct and the card on file is one we use regularly.

Thanks again for all of your help in this matter-

David

[elizabeth.welsh]

Hi @CGPM, 

I would recommend reaching out to your bank a few days beforehand, to let them know that you are expecting a charge coming from *DRI Autodesk* which is our Online Store, and they should be able to process it.

Hope this helps!

[CGPM]

Hi Elizabeth, I will notify the bank about the charge.  So it sounds like it would be pretty easy to lose the early adopter discount.  Is this correct?

Thank you-

David

[elizabeth.welsh]

Hi @CGPM ,

There should be no issue with renewal for the Early Adopter contract as long as the card information is current and auto-renewal is on. If you have any other concerns or questions, please let us know.

Best,

Elizabeth

[Anonymous]

Hi Elizabeth, it is Kingson again. I think the major item that DRI Autodesk has to change is "Country" setting. DRI Autodesk does not allow us to move to other countries and I think that is no good. Remember how hard it was for me to switch card country to Singapore in order to get the renewal? I am actually living in Hong Kong. 

Even in the US, lots of people are moving the Asia to work and their credit card addresses will also move to Asia. These group of people will have big problems and they will have to restart their account with the USD1200 per year option. I nearly had to do that myself. I think that should be improved. 

[elizabeth.welsh]

Hi @Anonymous,

Thank you for the feedback, we definitely don't want to make things complicated for you! I'll be sure to bring your comments to the appropriate team that works with our Online Store. For any questions specifically regarding billing, please feel free to reach out to our Online Store team through the below link:

Contact the Online Store

Thanks again for your feedback!

[Anonymous]

Hi Elizabeth, thanks for your reply. I already solved the problem. I changed my credit card address to a country that I am not really living in to renew the license. But I believe my card is the only card in the world that allows their member to do that because we were "invited" to join the membership. The Online store is a bad experience to ask anything. Their answers are robotic like and would not give any help. For example: "You might have to cancel your automatic renewal and start the account again..." that is a bad answer. isn't it?

Anyway the whole process for me was a bad experience and I have to do that every year from now on. I cannot change my card address to Singapore for more than 5 hours but last time took DRI more than 12 hours to charge because their time and date were also messed up. We were using Asian GMT+8 time but part of their renewal pages were using a time that was a bit hard to define. Since it is not related to GMT. The whole process should be improved. You might know that DRI is actually a Dublin (Ireland) Company to start with. So should we count on GMT, or GMT+1  (they have Date Time Savings)? Or are we supposed to use US time? US time is even harder because we cannot calculate on GMT. 

Well thanks for you help a month ago. This is just a suggestion. I think it is a bad experience that Autodesk "wanted us to stay in a country forever and cannot move to others".

[srinath.jonnalagadda]

Hello CGPM,

Please be assured that we will make sure your early adopter contract is honored if there is a lapse due to delay in payment processing. Completely understand your anxiety - please note that the auto-renewal option is setup so that you do not have to worry about renewals.

If you encounter any difficulty during the renewal process, please give us a shout on the forums or on support.fusion360@autodesk.com

Cheers,

-srinath

Edited by
Discussion_Admin

[elizabeth.welsh]

Hi Kingson,

Apologies again for the difficulty with your renewal! We definitely appreciate the feedback and are working to make the renewal process more streamlined for timing.

Desktop Subscriptions are designed to be renewed from the same country in which they were purchased as the license is also intended to be used within that same country. The Fusion Early Adopter product is a special case due to the discount offered as long as the contract is active. Desktop Subscriptions without this special circumstance can easily be cancelled and a new one purchased if there is a change of address to another country. We also understand that many of our customers work globally, and want to make the process as easy as possible. Currently, the only license type that can be transferred between countries would be the Perpetual Licenses. As the Desktop Subscription program is relatively new, Transfer of License is not yet available but we are looking into it.

I hope this helps clarify, and we appreciate your feedback.

Best,

Elizabeth

[CGPM · Accepted solution]

Thank you srinath for the assurance.  I will do everything on my end to see that nothing goes wrong.  Setting the automatic renewal to just two days before it expires is cutting it a little close.  In my case this year it may be hours.

I also found the answers from the Online Store to be less than complete.  The first response basically told me what I wrote without answering my question and the second seemed like an answer but left me wondering if I would lose my early adopter discount in the process.  Response time was around 28 hours then 36 hours so not nearly as fast as the forum here.

Thanks again for all of your help-

David

[srinath.jonnalagadda · Accepted solution]

Hello again David,

Not to worry, we got your back :). Please keep us posted if you run into issues. 

Cheers,

-srinath

[CGPM]

Thank you for your offer to help if something happens.  I am sure I am not the only one who feels better hearing this.  I am very appreciative of the early adopter discount and don't want to take any chances of losing it.

David

[srinath.jonnalagadda]

Hello Kingson,

As i mentioned earlier, we have a team reworking our Store interface and payment processing. I forwarded your feedback on time zone settings to the team and they have confirmed that this issue should be fixed when the new system rolls out. 

Regarding the cross-border transaction - please let me know if you want to think about Mac App Store at some point since that could be one way for you to manage without worrying out credit card switches. Realize all this is a repeat - sorry about that (seems like we discussed this just yesterday :-)).

Cheers,

-srinath

[Anonymous]

Hi Srinath,  thanks for your reply. These are just general discussions.