"Your premium account sipero was cancelled"

I have just received an email with the above very worrying subject line and the following body text

"This can have the following reasons:

* You requested cancellation of a subscription.
* You failed to make a payment.
* You removed your credit card from PayPal account.

There is a grace period of 24 hours (14 days for PBXes PRO)
from now for renewing the subscription.
Please read the FAQ in our DOCS for further information.

Best regards,
i-p-tel"

After first thinking it was a phishing scam I think I should take it seriously. So, assuming it is genuine, I would welcome some feedback from the account management people.

By way of background, I
a) did not request cancellation
b) don't make manual payments so can't have failed to make a payment
c) don't believe I pay by Paypal

In fact, I have never received a statement or an invoice from Pbxes and there is no section on my dashboard where I can see this information. So I am unable to establish why I received this email, what remedial action I should take and how I can take it.

Please let me know what I should do to maintain my account since we have the funds, the desire for the account to continue and most certainly do not want the enormous disruption that would come with a cancellation of the account.

Many thanks.

RE: "Your premium account sipero was cancelled"

You must have received emails from Paypal on March 15th and March 18th alerting you of a failed subscription payment. Now that the subscription has been cancelled after the 3rd retry you can only create a new one.

Please go to our SHOP page and subscribe again. There is a 24 hour grace period to do so. Logging in to your Paypal account will show you all the details.

Thanks!

RE: "Your premium account sipero was cancelled"

No I did not receive any alerts from Paypal. I am aware of 2 PayPal accounts that I have and neither has notified me. Can you advise which account you believe you were receiving money from?

Please also advise what dates the money has been drawn, what reference I should see and the exact amount in UK Pounds of the last amoutn Since I have received no receipts or invoices from you I cannot track prior payments.

My PBXES account currently still seems to be working and I need it to remain working. Please can you ensure it is not switched off until we have resolved this?

I don't understand how I should set up the payments again. Please can you advise further. I am happy to do this immediately in order to keep the account open.

RE: "Your premium account sipero was cancelled"

You have used your Paypal account sales@sipero.com.

Setting up a new subscription is same procedure as when you originally signed up for your Premium Account. Go to our SHOP subpage (in the top navigation bar) and click Subscribe for Premium, please.

RE: "Your premium account sipero was cancelled"

If only I could have seen that information on a dashboard.

I have now paid through my main Paypal account and hopefully that has put my account back in order.

Many thanks for your very prompt help.

Andy

This post has been edited 1 time(s), it was last edited by sip on 24.03.2013 at 00:38.