Our team was conducting a two-session educational workshop, and we added several participants to collaborate temporarily on a shared board. We believed that these participants would join as guests, as allowed under the Starter Plan. However, the system registered them as team members, which automatically triggered an annual subscription charge for each of the 25 added users, and 2.674 dollars were charged from our credit card. 

This was an honest mistake — these participants are not part of our organization, and their access was limited to those two workshop sessions. As a small, independent educational lab, we are unable to cover this large annual expense, which would seriously affect our financial stability.

We also wish to clarify that we chose the annual plan precisely because it offered a lower rate, not realizing it could expose us to this kind of situation. Had we known that temporary collaborators could trigger annual charges, we would have chosen a monthly plan instead.

Please help us, we are desperate, we can’t afford this, and mail support is not offering any solution. This is the response: “As per our Terms of Service, we do not provide refunds for additional licenses that have been added to your team. In fact, the invoice only reflects the amount due calculated from the moment the license(s) were added to the team till the end of your current billing period.” 

The platform should not automatically add 25 team members if you have a starter plan. It should ask you if you want to upgrade BEFORE adding the team members, not just asume that you are upgrading and then charge.

Please community help us, we are a small educational lab, we really CAN’T AFFORD THIS MISTAKE.

(@somoslabva on IG)