Profile expired even though I have paid renewal fee?

I’m feeling quite puzzled and very annoyed with THS today. This morning, I received an email notifying me that my profile has expired and is no longer active on the website because I haven’t renewed my membership even though I paid my annual renewal fee last month.

I didn’t get any warning emails in the lead up to just suddenly being dropped. I’ve been with THS for years so I can’t understand why this has happened when I have definitely paid my renewal fee. Let’s say hypothetically I hadn’t paid, I still would’ve thought I’d get some kind of reminder email. This feels quite ruthless and I haven’t had a response from the help desk yet. Has anybody else ever experienced this?

That sounds very stressful. I got the sense at my last renewal that the payment and membership systems don’t seem to be aligned well. I had changed my membership level long before my renewal date but then was charged for the previous membership type which I was not okay with. Eventually they reversed it after I lodged a complaint. I think I communicated with the person who sent the invoice email (Ben?) rather than the helpdesk. Hope they sort it out for you soon!

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Thanks so much for the lovely reply. It definitely is quite stressful as I had a sit already booked in the system for next month but I’ve now been booted off the entire platform with no advanced warning.

I’m still waiting to hear back from the Support team but I’m not impressed with no warning emails and I can even prove to them the membership money was deducted from my bank account for the auto renewal only a few weeks ago.

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Good news is I got a reply from the help desk to say my profile is restored. I also got an apology. They said they had no idea why I got that email saying I hadn’t paid when I clearly have. All a bit odd! :face_with_raised_eyebrow:


Hi @Chatsetchiens

I’m so sorry this happened to you - it must have been stressful.

Thanks so much for coming back to let us know that it’s all sorted now. I’m really glad the team were able to put things right and apologise to you.



Thanks so much for this, Jenny. I’m really glad it’s all resolved now.