Skip to main content

Hi everyone! 

I launched two tickets with Strava support because I had an issue with my subscriptions.

In june I used a 30-day trial which was extended and I payed the yearly cost for this. In July (after the trial period had ended and I already payed the yearly cost) I was not able to use the subscription so I had to buy another subscription to actually get access to my subscription.

Now I have to active subscriptions on one and the same account and I can obviously only use one of them. I believe there was an issue with the app because the subscription with the trial period was not working and I had to cancel it and buy a new one to actually get access to the premium features. 

I already reached out to Strava Support about this twice and provided them with all the documents (payment tickets, photos of active and inactive subscriptions, …) but still have not received any kind of answer from anyone.

Is this normal?

Hi ​@dubos_, from what I hear the Support team is dealing with a backlog of tickets, meaning that the response times are rather longer. 

If unsure whether your ticket was submitted correctly, you can check the status here: https://support.strava.com/hc/en-us/requests

Hi ​@dubos_, from what I hear the Support team is dealing with a backlog of tickets, meaning that the response times are rather longer. 

If unsure whether your ticket was submitted correctly, you can check the status here: https://support.strava.com/hc/en-us/requests

Hi Jana, while I understand it can take some time to clear the backlog it is very frustrating that is has almost been to months and I still did not have any kind of reply. It is not like the yearly subscription does not cost anything so it does not feel fair that I paid twice for one subscription and I have not seen any of my money back.

Just curious - how long has it been since you've created the ticket? You’ve mentioned some time in July - just trying to get an idea how long the queue is these days...

​@dubos_ thanks for your post. We are not able to provide any updates about Strava Support tickets on the Community Hub, however we have checked with the Support Team and can confirm that they are currently experiencing a much higher than anticipated number of support requests and responses may be delayed. Sincere apologies  - please be patient and a Support Agent will be in touch with you as soon as possible. 

Please note that all account and subscription inquiries will need to be handled by our Support team. The Community Hub is  for general questions and information while our Support team will handle questions that require account access.

 

Please click here for more information about the Support Process

 

Terms & ConditionsCookie settings