Rectifying a billing issue (December 2020)

This article is only relevant to you if you have received an email about a billing issue on December 1, 2020, or currently see a banner notice about this in your Buffer dashboard.

What happened?

In October, we discovered a glitch in our system where a very small percentage of customers have had access to a paid Buffer subscription but we haven't been taking payments. This could be due to one of two reasons:

  • Our system did not downgrade your account after an unsuccessful payment.
  • Our system did not downgrade your account even after you had cancelled and stopped paying for your subscription.

We have communicated this to affected users via an email and an in-app message.

What does this mean for you?

On December 8, 2020, your account was moved back to our Free plan. No scheduled posts will be removed but if you have connected more than three channels, some of them will be locked. You can read more about this here.

What do you need to do?

If you wish to continue using the paid features, you will need to log in to your Buffer account and upgrade to the plan of your choice. If you'd prefer to stay on the Free plan, that's totally ok too!

We’re so sorry for the inconvenience here and we’re keen to make this transition smooth for you. If you have any questions or concerns, please get in touch and we'd be happy to help.

Was this article helpful?
3 out of 5 found this helpful