Autodesk cancelled my subscription - Bug or unethical conduct?

[eondekoker]

My Fusion 360 subscription is due for renewal in October 2021. So there is now 7 months left. Today, the Fusion 360 software tells me that my use of Teams has expired and I am downgraded to Basic.  And when I tried to use support to report a bug, the system tells me I don't not have access to that any longer.

Does Autodesk expect me to now pay USD 495 for a new subscription on top of the current subscription? How can they just stop/downgrade the services I already paid for? 

Anyone else experiencing this?

[eondekoker]

I added the screen capture of the message I just received showing that my subscription has expired despite 7 months still left on the current subscription.  I find this really poor and unethical behavior as I am now losing 7 months worth of subscription!

Be warned! Don't fall for the discount of the annual subscription as this can happen to you. If I selected a month to month then there would have been no issue.

[KJB5150]

I am having the same issue.  I have 3 subscriptions with the soonest set to auto renew at the end of May.  You will also notice that the "user management" tab under Products is missing.   -- Also, I like the part that you are working on 🙂

[seth.madore]

It sounds to me like there is something going on with the backend. Most of the account service support are US based, and as such, are not at work today. I'm certain this will get picked up in the morning and we'll get you sorted out. 

Just to double check; you ARE logging into the correct account when accessing Fusion? 

[KJB5150]

I've only had one account for the last five years.  It worked fine up until yesterday. 

[James.Youmatz]

Hi guys,

Seth just reached out to me about this. I believe I can help resolve this. As pointed out, the user management tab missing is not correct... This is likely why Fusion sees expired - as even though there is a purchased seat, without the tab, there is no one to assign that seat to. However, I am just going off screenshots. Can you guys shoot me an email to [email protected] with the email address you use Fusion with? I'd like to verify the issue and get this spun up with our Accounts Management team (who can also be reached via https://knowledge.autodesk.com/contact-support , then selecting Post Purchase Support -> User and License Management -> Manage Users, and chatting with an agent to let them know the tab is missing). Happy to get this process started on my side as well if you'd prefer that.

[KJB5150]

My issue was resolved via chat with customer support this morning.  During some type of update or something the system reverted my account to an old ( like more than 2 years old ) email address.  My problem has been corrected.

[eondekoker]

Logged a support ticket on Sunday. Still waiting for a solution. Cannot use the software. Machines shut down.

[eondekoker]

They just let me know that the issue has been fixed. I tested it and the expiry message has disappeared. Looks like a bug on their side. Now we can start the machines again.

[CGBenner]

@eondekoker @KJB5150 @James.Youmatz @seth.madore 

Awesome.  I'm sorry you guys had the problems, but I'm glad to see the Fusion team was on top of trying to help you out!