NordVPN Auto-Renewal Warning

Frunk on 11/05/2023 - 07:47

Just a quick PSA for anyone using Nord who may be unaware. I was billed today via auto-renewal (which I should have double-checked was disabled, as it clearly wasn't). My expiry date was not meant to be until 24/05, but:

To prevent disruption to your service, we'll take your payment a little early for the annual and 2-year subscriptions (up to 14 days before the subscription expiration date). Don't worry - you won't lose any days of service. Your new subscription term will start when the current one ends.With monthly subscriptions, you'll be charged on the renewal date.

I don't see how that's appropriate at all, but that's what they do. So, if you use Nord and would rather not get slugged, make sure you've opted out.

I also had set this up using a card which expired last month as it turned out, but the charge still came through. I don't understand how that is possible honestly.

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Comments

  • pjetson on 11/05/2023 - 08:02
    -5

    I don't see how that's appropriate at all

    Are you complaining about the auto-renewal (which you agree you didn't turn off, and which seems to be mentioned many times on their web site), or that they charged you two weeks early?

    • Frunk on 11/05/2023 - 08:05
      +5

      My error for not considering the possibility that I could be billed 2 weeks early. It's not a complaint. It's simply a warning for others.

      • pjetson on 11/05/2023 - 10:00
        -4

        The reason that organisations renew a little early is to allow time to fix any issues that arise, before your account expires. It's only two weeks, so I don't see what the problem is.

        If they left it until the last moment, and then find your card has expired, for example, or their card processor has an issue, or their network is down, or any one of hundreds of other issues that arise far too often, then customers would also complain.

        • GhostofB on 11/05/2023 - 12:21

          If a payment fails on a two year plan, customers certainly wouldn't complain if they're given a grace before cutting them off. You're proposing a false dichotomy.

        • freefall101 on 11/05/2023 - 12:21
          +3

          How many other companies bill you early for this reason? Plus if the card is expired they can notify the customer prior to billing (they have the expiry date of the card). Card processors having issues rarely last more than hours, if the network of a VPN provider is down they have more concerns and most of the other issues can be dealt with as they arise. It's a part of doing business.

          Every other business deals with this by providing billing dates that are clear and by simply continuing the service unless the billing issue is on the customer side. What Nord are doing is very unusual and as someone who sets reminders in my phone for when rebilling of items happens it's very worrying.

          This seems more aimed at catching people out before renewal or improving cashflow (2 weeks earlier is a pretty good cashflow enhancement).

          • pjetson on 11/05/2023 - 13:02
            -2

            @freefall101:

            How many other companies bill you early for this reason?

            I think most companies with subscription plans and auto-renewal do this. Certainly most that I have accounts with.

            • freefall101 on 11/05/2023 - 13:16
              +1

              @pjetson: like who? I looked through my digital subscriptions and couldn't find anything like that (and I looked through a few, Apple, Microsoft, Netflix, Disney+, Adobe, ChatGPT (yes, I pay for that), Ars Technica, Woolworths)

              • pjetson on 11/05/2023 - 13:59
                -1

                @freefall101: I have accounts with two different ISPs, and both do this. My web hosting company also does it. I have a print magazine subscription that also does it.

          • jv on 11/05/2023 - 15:28
            +2

            @freefall101:

            How many other companies bill you early for this reason?

            That ones that I know do, do it usually 24 hours early.

          • Frunk on 12/05/2023 - 20:09
            +1

            @freefall101: Coincidentally, here’s how a different company approaches billing issues.

            https://imgur.com/a/8Dlfceo

        • jv on 11/05/2023 - 15:27
          +3

          renew a little early

          2 weeks is not 'a little'.

          It is a period they chose so they could catch people out before they decide to cancel the service.

          Most reasonable people would set a reminder for a few days early.

          • pjetson on 11/05/2023 - 16:04

            @jv: It's not my idea, I'm being shot as the messenger here.

            If you don't like how a company works, then don't deal with them. Simples.

            • Frunk on 11/05/2023 - 23:33

              @pjetson:

              If you don't like how a company works, then don't deal with them. Simples.

              Well no, as jv said most reasonable people would not expect such a clause from a subscription service. Just because a company does something a certain way, doesn't mean it's a great way to do things. Would Nord change this policy? Probably not. Is it a reason to not 'deal with them'? Probably not. Is it worth discussing? Clearly yes, as the majority seem to agree that such a billing tactic is not necessarily something a reasonable person might expect.

              I'm pretty sure I purchased Nord via a deal here 3 years ago, so it's possible there are others close to renewal (especially plus/minus 2 weeks) who it's worth notifying, so that they may check their own settings.

  • G-rig on 11/05/2023 - 08:26
    +4

    Trap for young players..

    Just turn if off in the settings.

  • McSquintus on 11/05/2023 - 08:52
    +1

    From memory you have to ask the Virtual Assistant on the site you want to stop your renewal and it gives you a link to where you can turn off auto-renewal. I remember it wasn't as straight forward as going into your account settings. There may have been other ways to stop it renewing but it feels like it was setup like this with the cashback programs in mind.

    • G-rig on 11/05/2023 - 09:20

      Yeah Nah

      https://my.nordaccount.com/dashboard/

      Billing

      NordVPN subscription auto-renewal is disabled. Enable it now to avoid disruption to your service.

    • McSquintus on 11/05/2023 - 09:25

      Ignore everyone, thought this said SurfShark. Must be the PTSD from trying to turn off auto-renew the night before.

  • Porker on 11/05/2023 - 09:33
    +2

    This happened to me - I was waiting close to the shown renewal date to cancel the auto-renew but was hit with the payment 14 days earlier.

    I simply emailed Nord and asked for a refund which they did - they did offer a 'stay' bonus in that if I continued with their service, they'd add an additional 13 (? I think) months on top of the 12 month renewal.

    I declined as at the time Cash Rewards had a 90-something% cashback for new NordVPN account holders, which is as simple as a new email address.

    • aquie5t on 11/05/2023 - 09:46

      I had the same experince. Customer Service was very helpful in providing the refund.

    • Frunk on 11/05/2023 - 14:20

      Yep, I've emailed them, and have received 1 reply so far, where they requested to know why I am cancelling before proceeding. I explained I simply don't need the service now and can't afford it. All very polite on both sides. Hopefully a refund is forthcoming. :)

  • deme on 11/05/2023 - 09:59
    -1

    lol dodge

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