Support for Billing is Broken

Help
1

I’m on a pro plan and was billed for a pay-as-you go upstash account that I didn’t used - $200 in fact - the pricing on your website, where you sign up, differs from what’s displayed on Upstash. When I tried to get support for this billing, I was routed to an AI system that won’t allow me to submit a case ticket, routing me instead to use community support and to this page, which says,

" Support Services will be provided to Customers who submit a support ticket when:

  • The Customer holds a current paid subscription with Vercel (e.g. an Enterprise or Pro tier subscription).
  • The Customer holds a current Hobby plan with Vercel, and
    • The request is in relation to a billing issue…"

This IS a billing issue, and I expect to be able to submit a support ticket. Can you please fix your customer service around this?

Thank You

3

Hi,

For questions about invoices related to Marketplace Integrations, you will need to reach out to the owner of the integration. They will be able to provide more detailed information about your usage and issue any necessary refunds, as this is not something we’re able to provide directly.

You can reach out to them using this instruction: Support & Contact Us - Upstash Documentation

4

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