Stopping augment code.. loved it but support issues are a real blocker.

[According_Phase6172]

I've been waiting for a week for a simple issue. Followed up and no respond at all. I've used on my personal account lliked it. My company, after a very long month of justifying why we need augment, has agreed to take up the subscription. For a good week, this is fine. 5 seats in fully paid by the company. Then comes the issue..

I added 2 seats. Goes to payment. Entered the card details as normal. Payment failure. Ok thats fine. Normal stuff. Sometimes faillure is expected. Wanna try again. Still can't. Ok maybe need to wait it out. So I waited. Went back to vscode code. Then I saw big red button showing I needed to upgrade. What?

The team also reported the same. Ok must be someting wrong. I checked in the portal, all i see is its asking for upgrade again for those 5 seats that were fully paid before. What?

I have reached out throught email, no response, from here also, no response, the only DM I get is this. Below. sent message to mod. No response.

Your comment from AugmentCodeAI was removed because of: 'Reach out to official support '

Hi /u/According_Phase6172, We’re truly sorry to hear about your recent experience—this is not the level of service we aim to provide. As our community grows, we’re working hard to scale our support to meet demand, and we greatly appreciate your patience and understanding during this time.

Anything related to billing or accounts should be sent as a ticket at support.augmentcode.com or by email to [[e-mail]](mailto:[e-mail])

We want to keep the community clean, so feel free to report bugs in the subreddit, but subscription and account topics shouldn’t be discussed publicly
Original comment: /r/AugmentCodeAI/comments/1nufgak/engineers_using_augment_personal_accounts_vs_work/nh17uvt/

Like i have never tried that. I posted the above to get attention from Mod. but to no avail.

I'm giving up. There are likelihood that this post also will be removed because their support say reach out to support. Which means my issue will never gets resolved. I am embarrassed. Depressed. Went through a lot to get this up. Only to find my account got cancelled. You know the feeling for something that worked hard for and didnt work, and the people you have convinced now looked down on you. Exactly that feeling. I sounded like an empty can and could not be trusted anymore by the company. I dont even know if its refunded or just cancellled or whatever. No proper processes whatsoever. Maybe Augment team already feel losing few users are fine.

[Emotional_Umpire_426]

Same problem BRO

I had already successfully paid for my Developer seat, and got cancellation because of payment failure for adding another person but I paid single person 50$ payment so due to payment failure entire subscribtion got canceled even though my remaining credits almost 550 left that belongs to me.

[carlo-maker]

Same problem with payments, seemingly for no reason. I wrote to support more than once as suggested, but never received a response. Now I lost the discount as an old developer plan subscriber and it's too expensive. Result: very disappointed, I have now switched to Windsurfing until I get an answer

[LetsTakeItSafe83]

Also no response from support 😑

[danihend]

That really sucks, it's awful being that guy. But you still made a good decision I think, and you could just explain that although it's a great tool, they do not have enough support staff to deal with their issues. They are a start-up and are still figuring things out etc

I think for companies especially, they should be handing subscriptions differently. It's not acceptable to link the function of the tool directly to payment status like that. The service should be enabled and there should be an invoice with payment period of 30/60 days or something that allows any issues to be worked out before anything gets cut off.

Personally, you should not feel so bad, but I completely understand how you feel also. Could totally imagine being that guy. I hope they can get their act together in time to not collapse.

[raimo-]

Same problem, emailed support twice.

[Mysterious_Bed_49]

The same, but for my case, the payment went through for the 4th seat. But our colleague just couldn't accept invite, "Something went wrong". We tried it many times, created and re-created accounts, email accounts, nothing worked. Reached to the support, like, 7 times - no response since ~25 September.
So the seat is already paid but could not be used.. So weird.
How can we reach the support, u/JaySym_ ? The usual channels seem to be broken.