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- ago
#1
Hi - I am a former Fidelity user. I have just logged in again after some time, and paid for the one month subscription, but do not see any trial period has been granted. I thought I followed this thread correctly to get the full trial period?
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- ago
#2
Hi,

There's some misconception. As a former Fidelity WLP user over a year ago you should have received an email from Fidelity with migration instructions. Only those verified WLP users (and existing WLD6 customers) who migrated during a limited time span last year qualify for the extended free trial. Sorry.
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- ago
#3
Thanks Eugene - I understand. Am I not even entitled to the trial of WP7 shown on the main page of wealth-lab.com?
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- ago
#4
Of course everyone is entitled to a free demo. Unfortunately, I just discovered some infrequent issue which limits your ability to run a demo on your hardware. If you happen to have two devices (say a PC and a Mac) then you're welcome to start a free trial on the other device.
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- ago
#5
Thanks, Sorry if this is the wrong place to continue this thread. I am a Mac user, which is running Wealth-Lab in Parallels as I thought that it was not possible to run natively on the MAC.

I have just downloaded a new version of Parallels (as this is a new computer) and am running it there. I do not have any other device on which to run it.

Is it that the demo can’t run on Parallels?
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- ago
#6
Without going into the details, it won't be possible to run the demo in Parallels on this particular computer. Sorry.
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- ago
#7
Ok. Can you please issue me a refund for the License that I just signed up for? Thanks
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- ago
#8
Sorry, a WL7 subscription is not refundable:
https://www.wealth-lab.com/Refund
But if you wish to cancel your subscription, you can do it at any moment to prevent future charges. Wealth-Lab will keep working through the remainder of this monthly billing period if you do.

To sweeten the pill, let me say that I've just fixed this issue for Build 15 and up. So if you decide to cancel your subscription, you would still get the 14-day free demo from the moment you run the upcoming build on expired subscription (i.e. after August 29, 2021).
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- ago
#9
Given I could not get the app to work I came to these forums as there is no customer support anywhere I could find on your site. I am grateful you are being so responsive here.

I am very confused though. In this thread it seems to say that the only way to get the free 14 day Trial is to sign up for a subscription, which will be charged after the 14 day free trial.

That is what I did in order to get a trial, to try to get the app to load. If it did not do what I need, then I would have cancelled before the end of the trial. If it did all good I would continue to use the platform and get charged for my first month.

Now you are telling me because of technical issue - which are recently being discovered - which will not be detailed here to prevent others ending up in this trap before Build 15 is released, I am stuck having to pay?

I have seen your refund policy - however there is no information anywhere on the site that states that [this hardware configuration] users who attempt to trial the platform will not be able to trial and will be charged a full month subscription.

The only correct business customer support way of dealing with this mistake by Wealth-lab is to do the right thing and issue the refund. I understand companies make mistakes. But they also should also find solutions to help their clients find solutions to these issues - like releasing an update to me now, such that I can still get the 14 day trial, like any other PC user, or Issue the refund and I will go on my way to find another solution to test my strategies.

Many thanks for your quick responses, I would appreciate if you could escalate this issue.



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- ago
#10
As the warning dialog suggested, you could have raised an issue prior to purchasing a subscription but you had already subscribed prior to posting here on the support forum the first time. Not sure how we're liable to do a refund despite the policy in this context?

Your problem is zero day making it impossible for us to leave a note on the website that certain hardware/software configuration is incompatible with demo. Given how many setups there exist, I believe the speed of our reaction to the problem is adequate.

Appreciate your understanding that the new build we be released as soon as possible. However, the update won't let you get the free trial until September as this is how it works.
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