Lack of support - Downgraded to a free account when we paid for a Pro account

[WHS_Library]

Like many of the others  who have posted on this forum, we have had issues contacting weebly support. We run a school website that was a Pro account since Day 1. Recently, weebly decided to start charging sales tax even though we are a public school and have tax exempt status. Now, even though we paid the amount we usually pay for a Pro account, our account was downgraded to a free one. There are elements on our website that are no longer showing due to this downgrade and this is affecting our school and our students. It has been impossible to get any online support from weebly. We just want our Pro account to display a Pro account website. 

[Adam7]

Thanks for posting, @WHS_Library. I see a charge from this year for a custom domain, but it looks like the renewal charge for education Pro actually failed. You should be able to simply click one of the upgrade buttons in the account to re-purchase Education Pro. As for tax exemption, you'll want to provide documentation of that to our support team so they can mark the account tax exempt.

[WHS_Library]

Hi Adam,

Thanks for the quick response. The problem is the tax exemption. We have provided all the required documentation - several months ago. The business office for my school district will not pay the sales tax, because they shouldn't. So we can't pay via the Upgrade button until weebly removes the sales tax. But we cannot get anyone at weebly to process the docs that we sent, drop the sales tax, and reinstate our Pro account. We have had our people on the phone for over an hour, speaking to various managers with no joy. At this point, our website has lost content due to the downgrade, which is now negatively impacting instruction in a school. 

[Adam7]

Ok - I see you have an open case with our Advanced Support team, who handle tax exemptions. They're a smaller team so I'm guessing they've gotten backed up on those requests. Hopefully they should get to yours soon! In the meantime, I reactivated your Pro subscription and set the renewal date to January 7th past the holidays. That should give our team time to process your exemption and allow the site to work throughout the holiday season.

[WHS_Library]

Thank you!

[Adam7]

Not a problem!