Terrible experience - need help unsubscribing

Browser Support Firewall + VPN
1

Please provide us with the following information

Type of device (iPad pro, iPhone 10, etc):
All devices

iOS version ( Settings --> About --> Software Version ):
MacOS Ventura + 17.2.1 (iphone)

Detailed description of the behavior:
I need help unsubscribing. I was once a big fan of brave, but I have been paying for the VPN for almost a year now and it’s been months since I have been able to use it. I am still billed monthly, but whenever I log into my account (trying to log in from the browser or iOS app is a horrible experience, why is there no easy-to-use login modal built in?) it says that I have no active plans. Despite continued billings and my account saying I have no active plans, the “VPN” option in the top right is constantly displaying “unable to load credentials, please contact technical support”.

I’d love to unsubscribe, but there’s literally no option to do so because of the “no active plans”. Some guidance on how to unsubscribe would be great!

2

@ryanleo have you only been looking at account.brave.com and nowhere else? Seeing you mention the iPhone, I’m wondering if you perhaps enabled it using your iOS? If so, then that would be done through the app store and not on the website. This would explain why it shows nothing active, as it wouldn’t be active in your Brave account.

In any case, I’d suggest you create a Premium Support Ticket at https://support.brave.com/hc/en-us/requests/new?ticket_form_id=360003078831

3

Hey @Saoiray, thanks for the reply! I initially created my account, purchased and activated on my laptop as I use my VPN for work purposes. One month it randomly started showing “You have no plan” so I also checked my phone to see if it was any different. I was unaware that mobile is it’s own subscription through the app store, so thats good to know!

I’ll submit a premium support ticket!

4

Yeah, at least it goes by where you initiate. Then from there you can actually link across. So if you bought on iOS, there’s a way to link it to your account.brave.com account. Then works the opposite way if purchased on desktop. You can see example of how this is done at https://support.brave.com/hc/en-us/articles/13405790544653-How-do-I-add-a-new-device-to-an-existing-VPN-subscription-

But if you definitely don’t have anything showing active in either place, it’s weird and something I’m sure @steeven or one of the other Support can try to reach out to you to handle later. Either way, having that ticket completed should be helpful for them as it will have all of your personal information they need in order to investigate and try to resolve it for you.