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Hello I am sad to say I am fed up with Glowforge I have owned my machine since 2019. I have been emailing and calling since September. My card attached to my account was old. I signed in made my payment for my premium subscription. Glowforge says they did not receive I have proof from my bank. I have sent a picture of my statement showing they are paid and a screen shot of the you paid successfully from when I made may payment. I have tried to be patient but now I am being ignored and no solution has been found but they deactivated my account. I believe they are only looking at there attempts to process a payment and not me logging in and making a payment. the Holiday season is here and I have limited access to my machine. I can not afford to pay it twice. Very very disappointed with this company right now.

Has anyone had a similar problem proving payment?

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Not sure how lack of a premium subscription is giving you “limited access to your machine”. I’ve never had one and it works just fine.

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I will loose all my designs that I have created. I also can not use the text box feature to change wording on items I use. I know there are plenty of programs that can be used. I know there are many people that are fabulous designers and creators I am not one of them. I work with the features I have for years and are comfortable with them. Why should I not have the features I have proven I have paid for.
Thank You

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Got it, so it’s their software, not the machine, you have limited access to.

Unfortunately this forum is for user discussion, the only people that can help with your account are Glowforge staff. I’m sorry you’re not getting the help you need with them.

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You will only lose designs that haven’t been opened in the last 30 days. It is a hassle, but while waiting just open your files. Keep after them. This is an administrative problem that will get sorted out.

Send the screenshot of your payment (make sure the date shows) and a well worded request for assistance to them at support@glowforge.com

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Definitely a frustrating time to have a hiccup in your plans like this.

If Glowforge doesn’t seem to be able to see your payment, have you tried getting your credit card to do a chargeback?

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If they do that then GF will be right that it’s not been paid. This needs to be handled through their Support org all the way up to Dan before going nuclear.

If they’re paying the standard fee without any discounts, then doing the charge back & resubscribing should work but won’t fix the underlying issue of GF ghosting a customer.

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But if you don’t discover the problem within 30 days then there’s no way to recover those files. Ask me how I know. :roll_eyes::roll_eyes::roll_eyes: (Or don’t because I’ll just get bitter talking about it)
Also, I don’t recommend using two accounts without being very careful that the wrong account is not associated with the one that has all of your files.

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