This FAQ is to address an issue that has come to our attention regarding recent cancellation emails that some former subscribers have received, despite their service ending some time ago.
Upon investigation, we have identified that this issue stems from a recent update to our subscription software, which was released on May 14, 2024.
We want to reassure you that no active subscriptions should have been affected by this issue. However, we are actively investigating the full impact of this situation and will provide updates accordingly as we gather more information.
Please accept our sincerest apologies for any confusion or inconvenience this may have caused. Our team is working diligently to rectify the issue and prevent any recurrence in the future.
FAQ's
Some customers have reported that a subset of former subscribers received a cancellation email, even though their service ended some time ago. This is due to a change in the subscription software that was released on Tues., May 14.
What caused former subscribers to receive cancellation emails?
The emails were triggered because the system identified transactions with the following conditions:
- Marked as recurring
- No longer active and expired
- No active transactions remaining on the given service
- No longer in a grace period
- Cancellation email is enabled on the service
Are active subscribers affected by this issue?
If an active subscriber had an expired subscription in the past, they may have received a cancel email for a past subscription. However, active subscribers’ subscriptions were not canceled and would not be affected.
Were disabled services affected?
Yes, subscribers with old, expired subscriptions on disabled services may have received an email if the cancel notice was enabled.
What should I tell my subscribers?
If an end user received one of these old cancellation emails, tell them to please disregard the message. Their current subscription status remains unchanged.
What steps are being taken to resolve this issue?
We are actively investigating the extent of the issue and the effect on reporting. No further erroneous emails will be sent, and we are updating the messaging in the cancel email. We are also planning a feature that will allow each site to see the number of sends and clicks for their transactional emails.
Were there any changes to billing due to this issue?
No, there were no changes to billing. This issue is related only to the erroneous sending of cancellation emails to old, expired accounts, and does not affect billing or active subscriptions.
Does this affect 3rd party circulation services such as Newzware?
No, this issue is isolated to BLOX Subscription-type services. But unfortunately, if a site had old, disabled Subscription services, any subscribers still attached may have received the cancel email - if it was enabled.
Here is the copy of the cancel request email from the standard html template. This messaging was unclear and will be updated in a future release.
- Subject: Your cancellation request has been processed on yoursite.com
Hi {firstName}!
Your request to cancel your subscription to Unlimited DIGITAL Access on yoursite.com is being processed. Your access will continue until 2024-05-16T00:00:00Z.
We're sorry to see you go, and we hope to serve you again soon.
Regards,
Your Publication
How will I be updated on the status of this issue?
We will provide updates via email as we learn more.
