Yet again I am held up/hampered by broken systems!

Hello Raymond,

Thanks for contacting us.

I would like to inform you that the Pabbly Email Marketing Unlimited plan comes with a Fair Usage Policy that applies to the plan. Below is the policy.

Pabbly Email Marketing – Unlimited Subscribers & Unlimited Email Sending

Unlimited Subscribers means you can upload up to 25,000 subscribers to your Pabbly Email Marketing account initially. Then we can increase the subscriber limit further based on your request after a review by our team to ensure platform stability and prevent misuse. Please note that the maximum subscriber limit that can be increased is 100,000 subscribers. If you require a higher subscriber limit, you can purchase another Unlimited Subscriber Plan.

Unlimited Email Sending means emails can be sent using either external SMTP servers or Pabbly’s inbuilt SMTP server. With Pabbly’s built-in SMTP, the initial email sending limit is 500 emails per day. This limit will gradually increase based on the performance of your email campaigns. Please note that the maximum sending limit can be increased up to 100,000 emails per day.

The Unlimited Subscribers feature is intended for use by a single business or organization. If you manage multiple businesses, each business must operate under its own separate Pabbly Email Marketing account.

Sending spam, phishing emails, malicious content, or harmful campaigns is strictly prohibited. If such activities are detected, your Pabbly Email Marketing account will be suspended without eligibility for a refund, including under the 30-day money-back guarantee. Pabbly reserves the right to modify this Fair Usage Policy at any time to maintain platform performance, security, and service quality.

The policy can be read on the Terms and Conditions page under 3.27. Fair Usage Policy - https://www.pabbly.com/terms-conditions/

As per the policy, increasing the limit to 1 million subscriber quota is not possible; also, you can use the plan for only 1 Business.

I hope the above information clarifies the situation.

OK then downgrade me to the next plan down and refund the additional monies you took from me - you DID NOT make these limitations ABUNDANTLY clear at point of sale! You always do this - you "SELL IT" but then you DONT tell the buyer what the limits are and its only once a buyer has made a purchase that you suddenly reveal these limits knowing that nobody ploughs through reams of T's & C's and FUP's when buying an upgrade. If there are limits then these to be FRONT and CENTRE when a purchase is made - even a modal pop-up in my view! I'm growing very tired of Pabbly and I think its time I looked for another platform that isn't broken everywhere and where the company takes more care to update and inform its users. The amount of time and energy I have wasted with you people may force me to invoice YOU for all the support reporting I have had to do in order that you fix things that should not be broken.

Where does it mention anything about restrictions and limits in these images taken from your website? It says many times UNLIMITED subscribers!!!!!!! If this is NOT the case then you are MISLEADING people and this then potentially becomes FRAUD! Nowhere in the sales process does it make it clear that there are LIMITATIONS and WHAT THOSE LIMITATIONS are - you DONT MENTION this on purpose so that you can take money from people and then and only then do you reveal limits - its a honey-trap and you know that it is. This is bad! I think I need to go to TrustPilot and Google Reviews and make people aware.

Hello Raymond,

We would like to clarify that we are not saying that the subscriber limit cannot be increased. As per our Fair Usage Policy, the Unlimited plan initially allows up to 25,000 subscribers, after which the limit can be gradually increased based on account usage and review by our team. The subscriber limit can generally be increased up to 100,000, with exceptional cases potentially allowing up to 200,000 subscribers. However, a 1 million subscriber limit cannot be provided under a single Unlimited plan.

Please also note that the email sending limit is separate from the subscriber limit. With Pabbly's inbuilt SMTP server, the sending limit starts at 500 emails per day and can gradually increase based on campaign performance, up to a maximum of 100,000 emails per day. This limit cannot be increased beyond that.

We request you to please go through the Fair Usage Policy and Terms & Conditions carefully, particularly Section 3.27, which explains what “Unlimited” means for Pabbly Email Marketing and the applicable usage limitations.

Pabbly Terms & Conditions

Once you have reviewed the above details, please let us know if you have any further questions regarding the subscriber or email-sending limits.
Please let us know how you would like to proceed.

It doesn't matter what you can do according to your Fair Use Policy - the point is you took money without explaining that UNLIMITED doesn't mean UNLIMITED so you're taking money under false pretences - do as I have asked and downgrade to me to the $14 per month plan and refund me for the difference between that plan and the higher plan because if you had made it clear that UNLIMITED is a lie then I would never have upgraded.

Here is the dictionary definition of UNLIMITED

By your own admission what I have paid for is not available to me as advertised. So I am not paying for something I cannot have

Hello Raymond,

I've forwarded your request to the Tier-2 Team. We will get back to you as soon as we hear from the Team. It may take up to 48 hours to get the request processed.

Pabbly Support:
Hello Raymond,I've forwarded your request to the Tier-2 Team. We will get back to you as soon as we hear from the Team. It may take up to 48 hours to get the request processed.Thanks & Regards,Adeel Akhtar🌐 Pabbly.com

It's been 48 hours - I can't imagine the Tier.2 team are inundated?

Hello Raymond,

Sorry about the delay.

Before proceeding with the downgrade, I would like to clarify with you that the Pabbly Email Marketing Standard plan costs $19 per month when choosing the monthly cycle. $14 is the approximate monthly cost when choosing the 3-yearly billing cycle. So the plan will cost you $19 per month and not $14 per month as you mentioned in one of your previous emails.

Also, we request you to delete your email lists and size them to 10,000 subscribers, or export the lists at your end (as once deleted they cannot be restored) and let us know) which list you want to keep and which lists you want to delete so we can delete those particular lists accordingly before downgrading the plan.

Hello Raymond,

I hope you’re doing well. I just wanted to follow up regarding my last message.

Well so far I have no valid explanation of why you advertised unlimited subscribers to me as shown above, nowhere on the advertising does it say anything about any restrictions - if you are advertising unlimited - thats what I believe I am going to get as thats what I am paying for.

Also nowhere on the payment screens does it mention anything about restrictions or caps at 25000 (I have taken screenshots) had I know that this would be capped at 25000 I would not have bought this. But there was no mention of this ANYWHERE in the point of sale or payment process.

So I gave you my money on the understanding that I was buying UNLIMITED subscribers in line with the offer and the advertising shown.

So when I loaded up the first 31000 and then you told me the account maximum was 25000 you can imagine how shocked I was.

What you have done is taken my money under false pretences. Had I known at the point of sale in the payment process that I wasn't going to be able upload unlimited subscribers I would have abandon the cart there and then.

So what you did is take my money under false pretences - you KNEW there was limitations and you KNEW that unlimited doesn't mean unlimited and yet you still took my money. Thats immoral and in my view its borderline Fraud.

So far despite emailing you many times about this - Nobody has taken ownership of this problem. My request for my account to be downgraded back the previous level have been completely ignored, my refund request for the money I paid for the upgraded account has been ignored.

So - I have stopped any ability for you to take any further money from me until someone takes ownership, recognises that I was lied to in the sales process, downgrades my account to the $14 per month I was on perviously and refunds my money I am not giving you a penny more. If you can't fix this problem or don't want to then you're not getting my money.

I can almost guarantee will now be locked out of the help support forum yet again.

You can delete ONLY the people in the default list - all 24,000 of them. Then arrange the refund of the money I pad for UNLIMITED

Also you need to stop advertising UNLIMITED subscribers on Facebook. You are probably spending a fortune on those adverts - you might want to read my comments on them. You have cost me time and money in my business - people should know that they are not going to get UNLIMITED subscribers - those adverts are a lie.

Fine $19/mo

Do not touch any other list except the default

Hello Raymond,

Thank you for your confirmation regarding downgrading the plan.

Can you confirm how you would like to proceed with the $79 charge? After downgrading the Standard plan, the charge will be $19 out of it, and the remaining amount will be $60. Do you want us to process the partial refund of $60, or can we add $60 as credit to the Pabbly Email Marketing Standard plan so that $60 will be consumed in upcoming renewals of the plan?

Credit the $60 to my account.

I notice the DEFAULT LIST SUBSCRIBERS have not been removed

Hello Raymond,

There is a small update: we have updated the Fair Usage Policy, and now the subscriber count under the Pabbly Email Marketing Unlimited plan is 500,000 subscribers. The same quota is assigned to your account. Please check on your end.

Please confirm if you still want to proceed with the plan downgrade from the Unlimited plan to the Standard plan for 10,000 subscribers.

We have not yet deleted your Default list if you still wish to proceed with the downgrade, then we will proceed accordingly.