I am posting here out of frustration after receiving no response at all to multiple support emails, despite having paid for VIP Support.
I have been using eM Client as a business user for over a year and rely on it daily in a professional environment. Recently, my subscription payment could not be processed, although:
my credit card is used regularly without issues
I added a second (private) credit card as a backup
both cards are shown as active in PayPro Global
Despite this, no payment was successfully charged.
I contacted support and explicitly pointed out that I have paid for VIP Support, yet:
I received no reply
there was no clarification on how VIP Support can actually be accessed
no escalation, no direct contact, no assistance whatsoever
For a paid product used in a business context, this level of non-responsiveness feels unprofessional and unacceptable.
At this point, I am not even asking for special treatment — just a response, a clear explanation, and basic reliability.
If anyone from the eM Client team is monitoring this forum, I would appreciate clarification on:
Hi Nikolaus, I’m sorry to hear about the trouble with our support and if any emails went missing along the way. One of our support team members did reply on 2nd February with some follow-up questions. They’ll resend that message shortly.
In the meantime, please check your spam folder and your blacklist, to make sure emails from @emclient.com aren’t being blocked. As a VIP member, you can also reach us directly through our support portal here: https://support.emclient.com/
Support has reached out in the meantime, thank you for that.
I would just like to clarify one important point:
The issue that support is referring to first occurred on 2 February 2025 (see email correspondence from 02/02/2025). At that time the problem was resolved.
Now, the exact same issue has occurred again during the renewal of my subscription. My credit card is being declined, despite the fact that:
the account is covered,
the card is used regularly without any issues,
and it worked again after the fix in 2025.
So this does not seem to be a one-off incident, but a recurring problem during renewal, which is currently affecting my business operations.
Despite having paid for VIP Support, I am repeatedly being asked for information that has already been provided multiple times (registered email address, order IDs, screenshots).
Instead of the issue being resolved, the process keeps looping back to the same questions. This is particularly frustrating as this is a recurring problem that first occurred on 2 February 2025 and has now reappeared during subscription renewal.
While this remains unresolved, I am unable to properly use a previously functioning software system that is essential for my daily business operations.
This situation is frustrating and, given the promise of VIP Support, highly unprofessional.
I expect the existing information to be used and the license issue to be resolved promptly.
This maybe the problem, where eg: i had 3 different cards . 2 x bank issued cards and 1 x non bank institution issued card and all of them always had more than enough money in them.
So i used the non bank issued card for a regular monthly debit on an item once a month. However when the payment authorisation part went to debit each month, it fails even though there is more than enough money and i couldn’t work out why. The card institution couldn’t work out why either even after re-entering the same card and it was accepted in their system as valid.
After a lot of investigation i found that certain payment automatic systems from many places in the world check that “not only you have the funds to debit” but “also whether that card issuer has ever been connected to fraud in the past” and if it has, you credit or debit card gets declined.
As it turns out my non bank card issuer had been involved in a major hijack fraud case a few years before, which has since been cleared up, but it can still take years before every global payment system to allow them to authorise again.
So what i had to end up doing “was use one of my other bank issued cards”, and the payment authorisation then went through every month without issues. So this maybe why yours is failing.