Incorrect Expiry Date (Solved)

[Jack Thripper]

My previous 15 month subscription expired today (March 28, 2026) at 11:48 A.M.
Just after 11:00 A.M. I entered the New Prepaid code for another 2 year subscription.
Now the New Expiry Date says Mar 14, 2028 11:59
By my calculation that shorts my subscription by 14 days.

[Nyle3019]

@Jack-Thripper
Hi,
Thanks for reaching out and for providing the exact details — we appreciate it.

We understand your concern regarding the subscription dates. Based on what you’ve described, it does look like there may be a difference between the expected expiry date and the one currently showing.
In most cases, this can happen due to: • The system aligning the new subscription with a standard billing cycle or server time (UTC)
• The new code being applied before the previous subscription fully expired
• Minor variations in how validity periods are calculated on activation.

That said, a 14-day difference is definitely something we’d like to double-check for you.

Could you please provide the following so we can verify and correct this if needed:
• Your account/username
• A screenshot of the current expiry date
• (If available) the prepaid code used (you may hide part of it for security)

Once we have this, we’ll review your subscription details and make sure you receive the full duration you’re entitled to.

Thanks for your patience, and we’ll get this sorted as quickly as possible!

[Jack Thripper]

I am not worried about 14 days over a 2 year subscription, I just wanted to bring this to managements attention, because if it happened to me, I am sure that it will happen to others, and others may not be as forgiving.

[Nyle3019]

@Jack-Thripper
Thank you for taking the time to share this with us—we really appreciate it.

We understand that the 14-day difference may not be a major concern for you, but you’re absolutely right to highlight it. Feedback like this is very important, as it helps us identify potential issues that could impact other users.

Rest assured, we’ve escalated this to our management and technical team for review to ensure the subscription system handles these cases more accurately moving forward.

Thank you again for your understanding and for helping us improve our service.

[Trams]

@Jack-Thripper, I think this happened because the system calculates credits based on 1 credit = 30 days.

When setting longer-term durations, it should ideally adjust using a yearly basis. But since it’s simply calculating each month as 30 days, months with 31 days end up losing a day. Over a year, that usually adds up to about 5 days.

That said, a difference of 14 days seems a bit too large, so there might be something else going on.

Could you send me your code via DM? I’ll have our dev team take a closer look.

Thanks for reporting this — really appreciate it!

[Jack Thripper]

@trams
Sent you a chat via your profile, I assume that's what you were referring to as a DM.

[Trams]

@Jack-Thripper This is my team's reply, Please advise it. "During this update, the system was configured to include the unused (expired) period in the billing calculation. From a customer’s perspective, we understand that being charged for a period when the service was not in use may feel unreasonable. This was an oversight on our part.

To address this, we will proceed as follows:

For this case, we will add an additional 14 days to ensure the subscription reflects the expected full 24-month period.
We will update the program so that, for expired subscriptions, the renewal period will be calculated starting from the date of renewal, rather than including the inactive period.

Thank you for your understanding, and we will continue improving the system to provide a better experience. "

[Jack Thripper]

@trams
Thank You for your help !
Just to clarify, the original 15 month subscription had expired less than an hour, before the new activation code for the new 24 month subscription was entered.
Again Thank You !