Confusing communications from Logos about my subscription
Short version of the issue: I got an email today saying my Faithlife Connect Essentials (FCE) would be upgraded to Logos Pro (early access) on 10/7 and that I would be charged $99.99. But I already signed up for Logos Max (early access) and paid that subscription price on 9/6. So why did I get this email? It seems to me that Logos should now view me as a Logos Max subscriber (early access at this point) and FCE no longer applies.
Longer version... Here are the emails I've gotten from Logos since early August:
- 8/6: Logos 10 features to keep
- 8/7: Upgrade to Logos Pro for free
- 8/7: Order confirmation for me ordering Logos Max (early access)
- 8/31: Notification that I'll be charged for Logos Max (early access) in 7 days
- 9/6: Order confirmation for the subscription payment for Logos Max (early access)
- 9/25: Early Access subscription is changing - with follow-up correction (confusing email since Logos knows I paid the fee already)
- 9/25: Connect subscription moving to Logos Pro (confusing email since I'm already on Logos Max (early access))
- 10/1: Today's email saying I'm going to be charged for the FCE->Logos Pro (early access) subscription
I had to call support to look into this. They ended up "stopping" my FCE->Logos Pro (early access) subscription. But it's very confusing.
It seems to me that the plan for this migration is fairly well-defined on paper. But there are a lot of hiccups in the execution.
FWIW...
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Yeah, I'm eager to find out what happens in the next two or three months. I'm pretty sure I'll be calling CS because as clear as it seems to be, I'm not entirely sure CS understands all the issues. I'm not entirely sure anyone does.
Thanks for sharing the details.
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Two more emails today (10/1)...
(1) Next week, Logos Max (early access) will transition to Logos Max.
(2) Also next week, FCE will transition to Logos Pro.
Still doesn't make sense. I'm going to assume for now that there's no correlation being done between FCE folks and early access folks, so I'm getting emails for both. But that correlation needs to happen at some point so that I'm not paying for 2 subscriptions.
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Connect members are being moved over to Pro.
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Donnie Hale said:
Two more emails today (10/1)...
(1) Next week, Logos Max (early access) will transition to Logos Max.
(2) Also next week, FCE will transition to Logos Pro.
Still doesn't make sense. I'm going to assume for now that there's no correlation being done between FCE folks and early access folks, so I'm getting emails for both. But that correlation needs to happen at some point so that I'm not paying for 2 subscriptions.
For both of those concerns, right now, when people look at subscriptions, they says "Early Access," or, as in the case of FCE, "Faithlife Connect Essentials (Formerly Logos Now) + Logos Pro (early access)". Next week, when they do the transitions, it will just say "Logos Max" or "Logos Pro" and not be considered "early access" anymore. And for the FCE + Logos Pro (Early Access)," it will become just "Logos Pro."
For your problem, being subscribed to both, I think it's been previously stated that you might have to call customer service. Let us know how that transition goes. I would like to think that when the migration happens, it will default to the highest tier you've signed up for, and that you'd get some sort of credit for time not used on the FCE.
Pastor, Mt. Leonard Baptist Church, SBC
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Donnie Hale said:
Short version of the issue: I got an email today saying my Faithlife Connect Essentials (FCE) would be upgraded to Logos Pro (early access) on 10/7 and that I would be charged $99.99. But I already signed up for Logos Max (early access) and paid that subscription price on 9/6. So why did I get this email? It seems to me that Logos should now view me as a Logos Max subscriber (early access at this point) and FCE no longer applies.
Longer version... Here are the emails I've gotten from Logos since early August:
- 8/6: Logos 10 features to keep
- 8/7: Upgrade to Logos Pro for free
- 8/7: Order confirmation for me ordering Logos Max (early access)
- 8/31: Notification that I'll be charged for Logos Max (early access) in 7 days
- 9/6: Order confirmation for the subscription payment for Logos Max (early access)
- 9/25: Early Access subscription is changing - with follow-up correction (confusing email since Logos knows I paid the fee already)
- 9/25: Connect subscription moving to Logos Pro (confusing email since I'm already on Logos Max (early access))
- 10/1: Today's email saying I'm going to be charged for the FCE->Logos Pro (early access) subscription
I had to call support to look into this. They ended up "stopping" my FCE->Logos Pro (early access) subscription. But it's very confusing.
It seems to me that the plan for this migration is fairly well-defined on paper. But there are a lot of hiccups in the execution.
FWIW...
I'm guessing that everyone who had a FCE + Pro Early Access got this email. I got a similar email today as well. The way I read it, I won't be getting charged anything more, it'll just continue on until what would have been my FCE renewal date (for annual) will now be my Logos Pro renewal date. So, I don't think you're going to get charged again.
Pastor, Mt. Leonard Baptist Church, SBC
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I'm expecting and hoping it "just works" and everything is resolved.
But if they weren't in a position to make all of this clear for the period between "early access" availability - and in particular letting folks pick Logos Max (early access) - and the full rollout of Logos Pro/Max, then IMO they shouldn't have offered the early access signups. From my POV, at the point when I signed up for Logos Max (early access), my FCE subscription should have expired or been marked "won't renew".
Thanks for the comments.
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ReformedDoc said:
Connect members are being moved over to Pro.
Yes. That is the simple answer here.
I just paid to continue Connect at $150 but my Pro sub will be $99/year when it transfers over next week. What happens to my remaining $50? Does anyone know if I can apply that to a 2-year subscription?
Macbook Air (2024), Apple M2, 16gb Ram, Mac Sequoia, 1TB storage
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Jerry Bush said:ReformedDoc said:
Connect members are being moved over to Pro.
Yes. That is the simple answer here.
I just paid to continue Connect at $150 but my Pro sub will be $99/year when it transfers over next week. What happens to my remaining $50? Does anyone know if I can apply that to a 2-year subscription?
Somewhere in the thousands of posts on this, I remember Mark Barnes (I believe it was him) who mentioned something about pro-rated cost for those with time left on their current subscriptions.
If I were in your position, I would take screenshots of what it says now (Plan, cost, and renewal date) and then see what happens when the migration occurs and call Customer Service if needed.
Pastor, Mt. Leonard Baptist Church, SBC
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And, as I feared, Logos charged me for 2 subscriptions. Not good.
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