Premium paid and not working

[lilianteresa]

I
Sirs,
I signed up for Premium, for a trimester, on the 8th of July. Instantly my subscription worked. However, today, Premium is not opening. The value of the quarterly payment has already been deducted from my card.
How should I proceed?
Thanks

[zanzigirl]

Hello,

Maybe your Premium account here:

https://en.geneanet.org/profil/liliandejean

If it is yours, log out from your lilianteresa account:

https://en.geneanet.org/help/how-to-log-out-from-geneanet

Then log in:

https://en.geneanet.org/help/how-to-log-in-to-your-geneanet-account

Note that as you have two accounts, you have to enter your username, not your email address.

Best,
Claudine

[jyb]

Dear Madam,

You have 3 Geneanet accounts:

- "lilianteresa": free account
- "arvoredejean": free account
- "liliandejean": Premium account; you have access to all Premium options and services since July 10 with this account

[lilianteresa]

Sirs,
My Premium subscription was renewed on July 8, 2022 as that was deducted from my credit card, Mastercard. After that Geneanet made several more attempts to make the same renewal ( 10, 11, 12, and 13th July), and for that reason my credit card was blocked.
Besides, the Premium subscription is not available for me.
How to solve the issue? Thank you.

[zanzigirl]

Hello,

Besides, the Premium subscription is not available for me.
How to solve the issue? Thank you.

Just follow the advice given last year

Log out from your lilianteresa account:

https://en.geneanet.org/help/how-to-log-out-from-geneanet

Then log in:

https://en.geneanet.org/help/how-to-log-in-to-your-geneanet-account

Note that as you have several accounts, you have to enter your username, not your email address.

Best,
Claudine

[jyb]

Dear Madam,

You still have 3 Geneanet accounts:

- "lilianteresa": free account
- "arvoredejean": free account
- "liliandejean": Premium account; you have access to all Premium options and services since July 8 with this account

Log out from your account "lilianteresa" and log in to your account "liliandejean" to get access to all Premium options and services.

[jyb]

I have sent an email to you to be sure that you read our answer.

[liliandejean]

Thank you for your answer.
I deleted my lilianteresa account to avoid future problems with my credit card.
Regards
Lilian

[jyb]

Great, thank you.

Do you want me to delete your account "arvoredejean"?