👉│feedback-general

[noble monolith]

please elaborate

[gusty jungle]

P

[noble monolith]

@gusty jungle

[gusty jungle]

I dont think i can cancel my subscribe or get a refund, it was a special promo event i got in hong kong

It’s still going to ask for a china phone number and that it obviously doesn’t work.

[noble monolith]

You can cancel and get access to your account, after that you can purchase subscription or use it as a free user

[quick spear]

@noble monolith Yes, I wouldn't have come here either if things had been resolved through email. I simply cannot understand why a request to restore a cancelled Pro subscription hasn't been handled for an entire month. I've sent numerous emails, and every time they say they'll handle it as a top priority — yet it's been a month and nothing has been done. So I felt like I had to pay again and leave a message here to get it resolved quickly. I'm sorry if this causes inconvenience to others, but I believe this place was also created to resolve such issues quickly.

[noble monolith]

please share here screenshot of the mail you sent 30 days ago

[quick spear]

@noble monolith "I was using Pro since March 22nd. On April 21st, Max was accidentally charged, and when I requested a cancellation for Max, my Pro subscription was also cancelled by mistake. My payment records show the Pro charge was never refunded — only Max was cancelled. Despite this, my Pro access has not been restored. I have been requesting restoration via email for over a month, but it remains unresolved. Each time, I was told it would be handled as a top priority, and later I was told that sending additional emails would push my ticket further back in the queue — so I waited, but nothing changed. That is why I ended up repurchasing Pro today and coming here to write this message."

@noble monolith this is korean, this script is this
""Yes, I have confirmed that your Max subscription has been cancelled.

Unfortunately, during the Max refund process, your existing Education Pro subscription was also cancelled. I will connect you with a specialist team member to have your Education Pro subscription restored.

A team member will contact you shortly to restore your Education Pro subscription.

Thank you,
Sam
Perplexity AI Support"“

[noble monolith]

@covert sun

[quick spear]

@noble monolith You're not related to this matter, are you?

[noble monolith]

I’ve tagged team member who will help you, now please wait for him to respond.

[quick spear]

@noble monolith "Yes, understood. ㅠㅠ Thank you so much. I will wait."

[mighty basalt]

When we getting support for Open Router

[split kindle]

The bot at [phone] whatsapp seems to not work. Please fix it

[jovial condor]

Hope I'm in the right place? I was billed on May 9th for my $200 MAX subscription but received no credits. I contacted support but was told that they are busy in the billing depart. That was 4 days ago, I'm being forced to continually buy credits to keep the app functioning and other than the initial message, no response from support. They just keep billing my credit card every day for credits they own me??????? Here's the only response I've ever had to numerous replies to them. What do I do next?
Hi Marc!
I'm Sam, Perplexity's AI Support Agent.
I've checked your account and confirmed the issue: your monthly credit grant for the May 3 - June 3 cycle is depleted, and no new monthly credit grant was created when your subscription renewed on May 9. You currently have 667 purchased credits remaining, but your plan credits for the new billing period have not been provisioned.
I've forwarded this to our billing team to investigate and correct your credit balance.
Please note that we're currently handling a very high volume of tickets. This may result in longer than usual response times. We appreciate your patience.

[noble monolith]

@covert sun

[small quarry]

It's getting closer and closer to the 1 month mark that I have been locked out of my PRO account due to the misguided phone number requirement. My account is already secured by more secure 2FA methods than the SMS-based 2FA you want to force on my account.

I have reached out to both standard support and Pro support but haven't been able to reach a human support agent yet.
As a result I have messaged this Discord server multiple times to try to get the issue resolved, to no avail. I can't even get an estimate of my place in the "support queue", so I have no visibility into when I might be assisted.
Why is it taking so long? This is truly a miserable support experience, the unpredictability and the lack of follow-up and transparency is causing me a lot of distress and frustration.
Furthermore it is obvious this is a serious issue - most new posts under #1140622008086970420 are in some way about the way this phone number requirement was implemented.

I am now in contact with Revolut Metal support to inform them that due to this whole situation, their costumers are unable to access a core benefit of their subscriptions provided by one of their partners (Perplexity).
I feel I am getting cheated out of a benefit I'm paying for.

[amber garnet]

@noble monolith Hi , I dropped a DM to icelavaman earlier but noticed you are online and actively helping people. I am running into a severe throttling issue with my Perplexity Pro account where it got restricted to just five queries per week( NOT ANY TASK OR DEEP RESEARCH BUT JUST LIKE GENERAL LOW EFFORT SEARCH WITH SPECIFIC MODEL LIKE SONNET. Could you help me look into this or point me in the right direction? Thanks for your time

[noble monolith]

please contact [e-mail]

[amber garnet]

I have already but that bot sam says everything is fine and didn't forward it to human support

@noble monolith can you forward my problem to appropriate person i can give you my account details for confirmation

[noble monolith]

just ask for - human support

and please be patient

[amber garnet]

@noble monolith i have but that bot only answer that everything is fine and didn't forward it to human support

[lyric vortex]

please be patient? oh what did I get into here? 😕
is support so hard to come by here?

[noble monolith]

do you have promo subscription?

[amber garnet]

Yes

[lyric vortex]

Pro != Pro? 🤔

[amber garnet]

@noble monolith and also i have proof that it is legitimate. I know they are cracking down on fake promo ones

[noble monolith]

https://www.pcmag.com/news/perplexity-explains-why-its-limiting-usage-for-some-pro-accounts

[lyric vortex]

hmm, I also received this through my revolut subscription...
so you would "restore" functionality on legitimate subscriptions?

[amber garnet]

@noble monolith i know about it so I am trying to reach for support but couldn't pass through sam bot . I have legitimate promo subscription and I can prove it also if some human from perplexity support can help.

[lyric vortex]

just wondering but if users dont get told about this in the app, how do they even know about it?
what exactly needs to be done?

[noble monolith]

mail support is your only route, please stop spamming

[lyric vortex]

oh wow, what exactly should we write mail support to speed this up so they have all necessary info?

[amber garnet]

I they had responded to Mail then I think we didn't have to come here at first place.

[lyric vortex]

so what do we have to write mail support exactly?!?

[amber garnet]

Idk bro that bot is stonewalling our email from reaching human support

[lyric vortex]

@noble monolith I am not sure I understood, can you clarify?

• are revolut subscriptions being limited?
• why is noone notified and is this only meant for illegitimate accounts or can we get back full access somehow?
• if we can, what exactly do we need to provide via email and how do we avoid just getting some bot response like that gaurav is saying? (I am assuming the bot is not actually helpful and just gives some general response?!?)

[noble monolith]

@lyric vortex

[lyric vortex]

Gaurav, where did your promo come from?

[small quarry]

@lyric vortex I'm on a similar boat, Pro subscription linked to my Revolut account, Perplexity is trying to force me to provide a phone number when it's unnecessary and would downgrade the security of my account because I have more secure 2FA methods setup already.

Perplexity so far has provided awful support by mail (both regular and pro support), and even here on this Discord server mods/team members ignore or stonewall me or give me generic answers just telling me to wait with no concrete ETAs/timelines for a fix.

I have reported this to Revolut support for their product managers to look into, they won't be happy that one of their subscription partners is treating their costumers like this.
Unreal that after 2 support tiers failing me, I can't even get satisfying answers in here. This is way beyond what a paying costumer should have to do to get proper support (joining a community Discord server), but here we are, and even then so far it has not been enough.
Really disappointing!

[lyric vortex]

sure is...
I only upgraded to Metal because of this, requesting a refund from Revolut now
I wouldn't even care to provide my phone# if the limits are lifted....

does anyone know where I can put my phone number to try if this lifts the limits?

[lyric vortex]

are you also from a revolut paid subscription or did you get it through "free" means like someone mentioned all paypal and venmo users had gotten (I guess they got it for free?!?)

I paid for this subscription, even if it was through Revolut...
I only upgraded because of this perk

[verbal forge]

I have a paid-for one year subscrition to Enterprise Pro. You terminated my access about three weeks ago beacuse of a botched upgrade to Enterprise Max (your payment processing didn't work, kept on giving errors). I submitted a support request two weeks ago, and was promised a response within 48 hours. No one has contacted me. I posted a request for help here three days ago and was promised someone would contact me. No one has contacted me. What's going on? I just want to get my PAID FOR access restored. This shouldn't be hard. PLEASE FIX THIS!!! @covert sun

[lyric vortex]

wow, if i had known there are so many customers being "left alone" i wouldn't have tried out perplexity by upgrading my revolut membership ^^

if anyone knows where to put your phone number, please tell me...
I would be OK with putting my phone number in to verify my account and lift the limits

[lofty frost]

I have pro and gotta say it not worth the money at all. Sonar is very poor imo. And the advanced models limit is very low. Gonna have to switch to another LLM provider unless something changes for the better

[frozen sandal]

Our company has one Enterprise account. Because the payment for a new seat wasn’t credited to our account, our account has been suspended. It’s now been five weeks. Sam can’t resolve the issue. When will a human representative finally get in touch to sort this out? Otherwise, how can we get a refund for the money we’ve already paid for all the accounts?

[noble monolith]

I’ll loop in @covert sun here, as he’ll be best placed to take a closer look and follow up with you on any additional details needed.

[atomic glade]

Hi, could someone please tell me why Perplexity Deep Research was 'free for everyone' a few months ago, limited to 3 queries a day for free users and is now completely locked behind the pro subscription? I created a new account to test this as well, and I wasn't even able to use deep research once.

[small quarry]

I have resorted to the following workaround to be able to use Perplexity at all: I have downgraded the Android app to 2.84.1, which is the latest version that does not enforce the mandatory phone number wall. Who knows for how long it will work though.
Again, no human response from support yet regarding this matter, terrible experience!

It's getting increasingly hard to interpret this as anything other than Perplexity trying to harvest phone numbers from users under the guise of "security" for surveillance/targeted advertising purposes.

[lyric vortex]

oh, I do not use the iOS or Android app (much... I do use iOS but I only tried it out)
I only use the web version, easier for me to type there 😄

[carmine bridge]

Our company had 89 seats through last year's Perplexity Business Fellowship. When we tried to renew this year, our payment was initially rejected. Then the payment went through but we still do not have access to Enterprise features. It's been over a month of trying to talk to "Sam" and we have not been able to get in contact with a human to resolve our issues. We would really appreciate getting in touch with someone at Perplexity to resolve our Enterprise issues.

[noble monolith]

I’ll loop in @covert sun here, as he’ll be best placed to take a closer look and follow up with you on any additional details needed.

[plush plover]

Hello, Alex. Do you have time to look into this today? It's been 400+ hours.

[rapid osprey]

Perplexity has a serious issue being able to answer questions correctly. Yesterday, I gave Perplexity and Grok the same question. Perplexity was extremely wordy in all its responses and was way off with the answer. Grok got the answer right away.

To make things even more frustrating, Perplexity kept showing the upsell popup after every response. Perplexity needs to do way better. It would be great if the Perplexity devs actually read the feedback left for them in the Perplexity chats.

There should be a way for users to mute this. Grok doesn't constantly pester me like this

[rapid osprey]

Not only was Perplexity WRONG with the answer, even after I told it what Grok said, it still doubted Grok's response. But Grok was CORRECT.

[gloomy orchid]

You’re right to push back on that 🤣🤣

[lofty frost]

perplexity was good last yr, but now it's very unreliable...

[lofty frost]

Just use a diff LLM vendor

[lyric vortex]

Dear kind moderators,

First I have been muted first for one hour:
Reason: 4. Provide constructive feedback.
Case VaFAXf4
Please contact the server Moderators if you require assistance with this case.
This strike will expire from your server record in 90 days.

Then I asked here what I did wrong as I felt I only gave constructive criticism and apologized if you felt it was not, that post was deleted and I have been given another Strike (Strike 2) for 24 hours:
Reason: 5. Keep discussions relevant.
Case BQBrBkd
Please contact the server Moderators if you require assistance with this case.
This strike will expire from your server record in 90 days.

All I am trying is to contact a mod without DMing or @mentioning them (as that would break the rules).
The Strikes do not explain how to get in touch with the moderators, so the best I know is to write here where it happened.
Would anyone be kind enough to explain what exactly was wrong about those messages you deleted so I can adhere better to your rules in the future without deleting this post and banning me?!?

Thank you!
PS: Please don't give me another Strike without explaining what I did wrong again...

[small quarry]

@noble monolith
Something for the Perplexity team members/moderators to look at that vindicates me: Microsoft is phasing out SMS-based 2FA citing security concerns.
Sources:
https://support.microsoft.com/en-US/accounts-billing/manage/microsoft-to-stop-sending-sms-codes-for-personal-accounts
https://www.windowscentral.com/microsoft/windows-11/microsoft-plans-to-end-sms-two-factor-authentication

I haven't been able to access my Pro account on web for nearly a month and have resorted to using an older version of the Android app just to be able to use a product I'm paying for because of the unskippable prompt to add my phone number to enable this insecure form of 2FA.
Please fix this!