I’m having trouble with I paid for a years upgraded to premium, I have the recipt, they didn’t upgrade it. They also took out features, such as member to member messaging. And took money for something I didn’t order. The bots are confused. What do I do?
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Sorry you’re dealing with this, that’s frustrating when you have the receipt to prove it. A few things worth checking before you escalate:
Premium plans are tied to one specific site, not your account as a whole. If you manage more than one site, it’s possible the payment went through but got applied to the wrong site, or to a different plan tier than you picked. Check Account Settings > Billing > Subscriptions to see which site each active plan is actually attached to, and compare that against your receipt/invoice number.
For the missing features (member to member messaging) and the unexpected charge, this isn’t something the community or a site owner can fix directly, it needs Wix’s billing team since it involves your account and payment records. Open a ticket through Wix Customer Care (Help > Contact Support in your dashboard) and reference your receipt/order number directly, that gets you to someone who can see the actual transaction and correct the plan or refund the extra charge.