Hi Donna, I’m very sorry for the frustration caused by this. This happens if you cancel a subscription but do not stop the automatic payment through PayPal. It’s not your fault, as the current system is not user friendly. We are working on improving this process.
I just checked out customer support portal and I can only see one message from you from about 10 minutes ago. Unfortunately, there is not much information in that message for the support team to go on. Do you mind sending an email with the screenshots you are referring to to support@yitechnology.com? Please include the following in the body of your email message:
Following up from Incident #450965
hi, i have just forwarded the emails again just now to the sales email address, previously sent to finance. If you also check the feeback on the app, you will see that I made contact twice last weekend to confirm cancellation also. I have included my screenshots of the app which show it expired on 3rd of August and i had not extended the subscription further as not required.
The lack of customer service/support/communication has created an excessive amount of unnecessary stress this week.
Regards,
Donna
Hi Donna, one of our support just replied to you (ticket #450965). Again, I’m very sorry about the frustration caused.
It has now been 1 week and I have yet to hear anything back regarding my refund. This company is a fraud!!
Hi @ajf5197 I just followed up regarding your case. You should receive an email from one of our team shortly. Apologies again for the delay.
What is your definition of ‘shortly’?? Still haven’t heard anything…
Hi @ajf5197 one of the customer support team just put through your refund. It should take 5-7 working days to appear in your account. Please accept our sincere apologies for the delay.
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Thinking of cancelling mine also. I paid for my subscription but my cloud is not working its telling me action required: Attach Camera to Cloud Backup. I have missed out on 2 weeks of my cloud service because of this and this is 2 weeks of 
down the drain. I have emailed support a few times regarding this and haven’t heard nothing from them.
Hi @Jchensel16 thanks for joining the forum! You have a very cute dog!
Apologies for the delay from customer service. I’ve escalated your case to our cloud specialist so we can get this sorted out for you asap.
Btw I had a look for your emails and I could only find one. The ticket number is #456229. Do you have a previous ticket number?
@Kami_Mark I sent 1 email and then I did a message through the support through here, I have a copy of it around here somewhere.
this is the reply I got back from them.
Thank you. His name is Zeus and he is my pride and joy.
@Kami_Mark yesterday I received a message from Patrick another YI Customer Rep and he fixed the cloud issue said the problem was on the cloud side, so my cloud is now working as it should be, just stinks that I missed out on the first 2 weeks of my service.
Very glad to hear Patrick got it up and working for you. In this kind of situation, we do try and add time to the cloud service to make up for those 2 weeks, but unfortunately we can’t do it if you purchased the cloud plan through the app on an iOS device.
I finally received an email response on 8/12 indicating refund is processing and I should see it within 5-7 days. We are now at day 18 and still nothing. It also seems as if you guys have stopped responding to my emails about this issue. This is completely unacceptable and just once again shows how little you guys care about customer service!
That’s a shame @Kami_Mark Since I don’t operate an IOS device. I run on Android. I haven’t run on an iPhone in over 6 years. But thanks I appreciate the thought. Just glad I have my cloud back. Patrick was very helpful.
Good day!
Is it possible to cancel my subscription and refund my money since I do not use this service.
In the YI HOME application, I could not find where to cancel the subscription, there was only an option to change the card on the same day when my account was charged, I contacted the service provider and so far silence.
Kind regards
Andrzej
@andhon
Hi Andrii, thanks for joining the forum. May I please have your support ticket number? I will follow up for you.
Best,
Mark
Well that is because they make it near impossible to cancel account or get in contact with the company. Good luck. I’ve been trying to get refunded since July 30th and no luck yet (even though attempts were made to cancel account before trial period ended)
Since you respond to other people in this forum and seemed to have missed mine…can you please provide update as to where we are at with my refund???
Hi Arick, apologies for missing your earlier messages! I just asked Samuel to look into why the refund has not appeared in your account and he is investigating now.
Hi @Kami_Mark ,
I’m sorry to bother but I also have to ask for a refund for the automatic annual subscription after the trial period ended, a few minutes ago.
I’ve actually not used the camera (or the cloud) in the last days.
Can I ask you for a refund of the automatic payment of 129+ euros?
Thanks,
Davide
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