Kayla DeVito Art review for Privy ‑ Pop Ups, Email, & SMS
March 20, 2024
SCAM ALERT Check your billing statements. I've used this app for years without issue. A few months ago, I had an issue where all of a sudden my photos in my pop-ups had disappeared. I reached out and they told me I deleted them (I didn't and they were the same photos I had used for about 2 years.) They couldn't figure out why it was freezing and not allowing me to add another photo where the original went missing. I accepted a "collaborator request" so they could fix it, and they did. What I didn't realize was that since then, both of my websites have TWO recurring charges EACH for this app: $15 and $15 on one website, and $45 and $15 on another. I've been spending $90 on this app that is supposed to cost $15 for the basic plan. I don't know how I didn't notice sooner, so that's on me, but I'm surprised Shopify is allowing them to continue to scam people by adding the app multiple times. I've used this app for around 4 years across multiple other accounts without issue, including these two websites. All this began only a few months ago. If you've added them as a "collaborator request" to fix something, run and check your billing statements. I have 10+ years of Shopify use under my belt and have built around 12 websites. I did NOT download this app multiple times and agree to be billed multiple times a month. I have only ever used the basic version of this for a simple email pop-up: no marketing emails, nothing else they offer. SCAM
Hi there, Thank you for taking the time to share your experience. We're here to help! Our teams looked into this and see that we were able to assist you with the image issue. I can assure you that these support interactions did not lead to additional charges or newly created accounts. To clarify, the Privy Starter plan is billed based on your mailable contacts. As your contact list grows, your pricing is subject to scale overtime. Within Shopify, you will see your monthly Privy bill broken into two charges as you noted (base + usage), this would be the case for each Privy account that you have. We appreciate your feedback here as our team is working on improving how we communicate this to customers moving forward. I’ve personally reached out to you so we can work towards a better experience for your store, and I am happy to continue the conversation with you there.
