Hi,
My son signed up for the Memrise subscription not knowing it had auto payments and I just saw I’ve beeen charged for another year without warning. I can’t afford to pay this and really need it to be refunded. Any help would be appreciated.
Thanks.
Email customer support and tag the subject as urgent. They’ll answer slowly, but will ultimately respond.
Thanks for your replies. I have emailed the support but only got an automatically generated reply that wasn’t applicable. It’s fairly disappointing and I’m surprised consumer protections allow you to be automatically billed for these services without notice.
It’s more than a tad sad that Memrise’s support seems to be … lethargic … at times. But usually they at least respond quite quickly to subscription issues. Not sure why there hasn’t been any response yet.
@MemriseSupport & @MemriseMatty: please see into this subscription/billing issue!
Their priority seems to be to respond to negative reviews on the play store, because that’s where the negative reviews do the most harm to their reputation, and cause them the most potential revenue loss, because they do have someone working there today responding quickly to negative reviews. I count three responses today alone to bad reviews and a billing problem. So my suggestion to anyone experiencing problems would be to post your complaint on the play store, and see if you get some help.
Very few people even know this forum exists, and problems posted here don’t have much visibility, so they seem to think that they can afford to ignore the complaints here, without it affecting their revenue too much.
I’ve worked in Silicon Valley companies where customer support and even QA scans and responds on various forums, not just one site or the company sponsored forum. Memrise is not one of those companies, for sure.
Hi @paddyb444,
Thanks for getting in touch and sorry for the delay in replying.
We’ve checked our records and can see that the reply you received was actually relevant to your original message and included the correct steps to ask for a refund, i.e. visiting https://www.memrise.com/premium/refunds/ while logged in on web. We can see that you are eligible for a refund and you can still request it.
We have now issued a refund for your purchase - the amount will appear in your account within 5-10 days. 
As a side note, the message you received also mentioned:
If you experience issues requesting a refund or you think something is wrong, please simply reply to this message.
Sorry to hear this information wasn’t very clear in our message. We’ll consider improving this to make sure this doesn’t happen to other users.
I hope this clears any confusion. Please let us know if there’s anything else we can help you with.
Best wishes,
Memrise team.