Got a yearly bill coming up on the 13th. Apparently we're using the Legacy Seer. Went to my https://maul.sentry.io/checkout/?referrer=manage_subscription to try to upgrade Seer but don't see any option to do so. Also, when I click the "ask Support" link/button on that page nothing happens. Any help? 🙏
#Yearly bill - Can't upgrade Legacy Seer
cosmic bramble
viral bone
Hey, best to email our support directly with your org details at [email protected]
cosmic bramble
@viral bone I've sent emails to both [email protected] and [email protected]. I receive answers from an AI bot that says I need to reach out to support. And then when I send an email to support the loop starts again...the AI bot answers etc.
viral bone
<@98776182157221888> I've sent emails to both [email protected] and help@sentry....
did you get some kind of ticket id, that I can escalate to someone? The old system was AI free, unfortunately not familiar with this new system yet
cosmic bramble
No, unfortunately not. This is the whole message I got.
Hi,
This is Sentry's AI support agent.
Legacy Seer plans require manual assistance to upgrade due to the multi-step transition process involved. The checkout page limitations you're experiencing are expected behavior for legacy plans.
Since you're on Legacy Seer pricing (which provides $25 worth of Seer event credits for $20/month), upgrading to current plans requires careful timing to ensure continuity of service and proper billing alignment.[1]
For legacy plan transitions like yours, our support team needs to personally guide you through the required steps to avoid any service interruption or billing issues.[2][3] This is particularly important with your yearly renewal approaching, as the timing needs to be coordinated properly.
To proceed with your upgrade before your yearly bill renews, you can reach out to our support team directly at https://help.sentry.io/. When you contact them, please include your organization slug and mention that you're trying to upgrade from Legacy Seer before your annual renewal.
Is there anything else I can help clarify about this process?
Sentry Support Assistant
Sentry.io
🪵 Sentry's got Logs!
My email is [email protected] if that helps
viral bone
thanks, I did escalate to some humans
this really isn't the experience we pride ourselves with, sorry you got these responses
cosmic bramble
Ah don’t worry about it!
Thanks!