Renewed wrong Proclaim account

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Posts 3
City Edge | Forum Activity | Posted: Fri, Sep 13 2019 4:28 AM

Due to a mix up, we renewed our Proclaim subscription through our former pastor's Faithlife account.

Now our church Proclaim subscription has expired, and his is active for the next 12 months, even though he doesn't use Proclaim anymore.

Is there any way to unsubscribe from his and apply it to ours?  Or some other solution?

Or can we maybe export all our Presentations from the last several years in 1 export, and import them into his account and just use that one until next year?

I'm at a loss to know what to do about it.

Not only have we lost all our presentations, but we've lost all our CCLI records.

Posts 1973
Joseph Turner | Forum Activity | Replied: Fri, Sep 13 2019 4:43 AM

I would just call customer service and they should be able to get you straightened out.

Disclaimer:  I hate using messaging, texting, and email for real communication.  If anything that I type to you seems like anything other than humble and respectful, then I have not done a good job typing my thoughts.

Posts 3
City Edge | Forum Activity | Replied: Fri, Sep 13 2019 4:45 AM

I've tried communicating with customer service by live chat, but I'm in Australia, so time zones cause a few problems.

Posts 1103
Sean | Forum Activity | Replied: Fri, Sep 13 2019 5:00 AM

City Edge:

I've tried communicating with customer service by live chat, but I'm in Australia, so time zones cause a few problems.

I know it will be REALLY late for you, but the best thing would probably be to try to call someone live to get this straightened out. It sounds like it would be worth the sleep interruption.

(I had to deal with something similar once with a Sunday school curriculum subscription (not Logos though).)

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Forum MVP
Mike Binks | Forum Activity | Replied: Fri, Sep 13 2019 6:04 AM

City Edge:

I've tried communicating with customer service by live chat, but I'm in Australia, so time zones cause a few problems.

Whenever I call Customer Services from the UK I use Skype to keep the cost down. It has always worked well.

Talking to somebody is likely to get the best response.

Posts 608
LogosEmployee
Jordan Sjodin | Forum Activity | Replied: Fri, Sep 13 2019 9:15 AM

We can take care of this for you! I see you have two presentation groups and one has a recently expired sub while the other has a brand new sub. I'm passing this off to customer service right now to get you guys straightened out.

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Posts 2
Eylen (Faithlife) | Forum Activity | Replied: Fri, Sep 13 2019 9:42 AM

Hello City Edge,

I have went ahead and fixed everything for you! I have applied the license over to the correct presentation team.

Both the presentation teams had the same exact name (which can cause confusion), so I also renamed the wrong presentation team so you know which one has the active license.

I also sent you a follow up email.

Let me know if you have any other questions!

Posts 3
City Edge | Forum Activity | Replied: Fri, Sep 13 2019 4:45 PM

Thank you, Eylen. I appreciate it.

I assume that this means we are good for the next 12 months?

Will it show up in our Faithlife account Order history?

The follow up email went to our previous pastor. We keep in touch with him still, so he forwarded the email on. But we can't guarantee that this will be the case next year.

Can the subscription be updated to our current church email address?

Ian

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