Extending my Premium Subscription put me into the free trial.

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thejke

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I just extended my Premium Subscription because it is currently on sale. On the confirmation page it says "You are currently on a free trial of the Giant Bomb Premium Yearly plan. Your first billing date is September 26, 2018." It also says this on my billing page.

I checked to see if this was just displayed in error by trying to download a video, and when I click the button it says "Users in a free trial can't download video."

Has anyone else encountered this problem?

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PoetryMiner

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@thejke: I have not recently extended my subscription, but my billing page also says "You are currently on a free trial of the Giant Bomb Premium Yearly plan." I am able to download videos though.

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Monkeyman04

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dazzhardy

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#4  Edited By dazzhardy

@thejke: Yeah, I just extended my membership at the sale price, and now I can't download video's either, because my account is saying "You are currently on a free trial of the Giant Bomb Premium Yearly plan". Bummed because I was already Premium before I extended it, and now I can't download video :\

Edit: Should also point out that, yeah, Rorie did mention on the latest UPF to email support@giantbomb.com to hopefully get it fixed.

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thejke

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I emailed Rorie, and he fixed it. It still says that I am on the free trial under my account details, but I am now able to download videos.

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TomyDingo

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Same thing happened to me but it seems my account is trickier because I had two accounts merged or something. Thankfully I already had watched the content from Friday. Sucks that I can't download now though.

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TomyDingo

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#7  Edited By TomyDingo

Ok, now this sucks. I couldn’t watch a premium video and I’m now getting an error about authentication. Geez, this is a crummy way to reward people for extending premium membership.

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bigsocrates

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I didn't even extend my membership, just went to the page to think about it, and I get kicked back down to trial.

No Caption Provided

Oh well. The @rorie giveth and the @rorie taketh away.

At least it's quite a lengthy trial. Though I dispute the usage of the word "free" since I've paid at least a couple hundred bucks over the years for my membership.

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TomyDingo

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#9  Edited By TomyDingo

Oh boy I think I made a mess of things. On the account page I clicked the cancel trial button. It then billed me again for a yearly membership but now my renew date is August 2018 instead of October 2019 (what it should be). Well I can download videos now, but this is a less than ideal way to fix the issue.

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bigsocrates

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@aesthetic_noise: All jokes aside @rorie is an excellent customer support guy. You need to email him and I would bet he'll sort you out, proper like. Don't know if he works on weekends, so hope this is something you can wait for next week to get fixed.

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TomyDingo

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@bigsocrates: I already did but they’re not sure how to fix my account. That’s why I started tinkering with the account settings. I solved one issue but now have another (paying another $50 and now having a year less on my account)

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monetarydread

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#13  Edited By monetarydread

Another person stuck on a trial account. I emailed @rorie and am just waiting for next week I guess.

I figured that bumping this thread would be a good plan so people have less of a chance of making the same mistake I did.

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craymen_edge

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#14  Edited By craymen_edge

Just emailed support, I'm glad to see it's not just me. The addition of trial subscriptions appears to have messed something up.

I clicked on the link advertising the membership sale and got the same message on my account page, that I'm on a free trial (until something like 2019). I hadn't even bought anything at that stage.

Now I can't download videos, and it may be coincidental but all the progress has been lost from unfinished videos in my continue watching page. They just start from the beginning again.

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Mezmero

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Re-upped on the premium sale on Saturday yet now it says I'm on a free trial and I can't download videos.

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imataqito

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Yea, same video dl problem and my account also says trial right now with a 2018 exp date. I just emailed support, hopefully someone can help.

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smek

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And i thought my 7 day free trial until 2018 was a good deal!

I didn't even extend my membership, just went to the page to think about it, and I get kicked back down to trial.

No Caption Provided

Oh well. The @rorie giveth and the @rorie taketh away.

At least it's quite a lengthy trial. Though I dispute the usage of the word "free" since I've paid at least a couple hundred bucks over the years for my membership.

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monetarydread

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HAHA!!!

@rorie is awesome. It turns out there was a second account attached to my email. I totally don't remember setting up an account for Username: TheWitchingestWitcher in 2008 but apparently it's there.

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clovy

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Got this same issue but additionally I'm getting a weird video on the mobile app that says there's an issue autheticating my account when watching premium videos on the iPhone app

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gerrid

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I have this exact problem too, emailed @rorie but still on the 'free trial' so can't download anything

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craymen_edge

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I got a reply from @rorie. My billing page still says I'm on a free trial, so that's probably a separate issue, but I have my subscriber access back now.

The Continue Watching page works again, my progress in unfinished videos is back.

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rorie

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#22  Edited By rorie  Moderator

There are two issues here, as some of you have surmised: there is some text that might indicate that you're in a free trial (so long as you can download videos you should actually be fine, though, this is just a display error), and then some of you are actually in a free trial incorrectly, which means you can't download videos. I am trying to work through a shit-ton of support emails right now, so if you're affected by the download issue, please email me at support at giantbomb.com. It's a lot easier for me to track responses and fixes via that platform than it is for me to work with PMs or forums!

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badseed

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#23  Edited By badseed

@rorie is the man, lightning quick response to me having this same problem. Thanks man.