I know that. I’m not guessing. As mentioned, it wont show anything. So either no one joined who I gave my link (and who all had never heard of THS before). Or they joined via a different link. Or they didn’t join after all.
Hi @HappyDeb
Just to let you know that I have passed your issue regarding the additional months across to the Membership Services team and I will update once I hear back from them.
Sam.
I have passed across your issues when trying to contact support@trustedhousesitters.com to the team and to check whether there are any current problems with this, and also to clarify the options for the non-urgent enquiries. I will update you when I hear back from them.
Sam.
Hi @HappyDeb
An update as promised. I have heard back from the team regarding your additional months and someone from the Membership Services team will be in touch with you shortly to assist, so please do keep a look out for an email from them. Thank you.
Sam.
A huge thanks @Sam_F
An update as promised. I heard back from the team and they advised both the support and privacy emails (the privacy email is an email address that Frankie provides as an alternate to the support@ when asked) are both working okay without any issues.
To confirm, for non-urgent enquiries, members can send an email to support@trustedhousesitters.com or alternatively members can start a live chat. On live chat, the member will be triaged with Frankie, however at times when volumes are high, an agent may not be immediately available but they will still get back to the member.
If a member would like to speak on the phone, a non-urgent phone call can be scheduled - Frankie can help with this through his automated process, the member just has to ask him/let him know.
I hope that helps to clarify.
Sam.
Thank you for the update @Sam_F
Perhaps you could start a new topic for this important information to assist other forum members. It may get lost in this topic.
My email was 3 days ago and no response but @HappyDeb was waiting 10 days for a response. I am unsure if she has had a response in the meantime.
Also I am sure this information would be useful for non forum members. Perhaps it could be included in a Contact section on the website and app. We hear from many members who are having difficulty setting up their profiles.
At times I feel that forum members are Customer Support/Membership Services.
THEY OWED US AN EXTRA 9 YEARS FREE !!! On top of our 5 years free!
This is an update, so I finally got to the bottom of things with THS. Our end date wasn’t budging from Nov 2031… they’ve now sorted it, and our end date is now FEB 2040!!! That’s 9 extra free years that were never added.
I haven’t personally referred anyone for ages (because there are certain THS changes I simply don’t like), but missing 9 years is ridiculous.
So we’re using someone else’s referral code to spread the love now.
@Theblackleys @HouseSittersGuide @temba @Oztravels get in touch if you’ve free months due.
I was told via THS that THS could cancel my auto-renewal… and then my extra free months beyond 5 years could then be added, but I haven’t had auto-renewal on for ages! Sooooo, after a bit of back and forth it’s sorted, because they also weirdly mentioned they could cancel my subscription and the extra free months would kick in… which I think may have been an incorrect use of words on their side, but they never admitted that, but in my eyes surely cancelling your subscription, means cancelling your subscription.
Anywaaaaaay, switch off auto-renewal and tell THS you’ve done so when you reach out to them about it.
Glad to hear you got it sorted. I went round and round with member services via email and in the end just gave up. I notice while my end date is frozen my months (in the 2 free months section) keeps increasing. I also started receiving emails again when someone uses my referral link. It’s VERY buggy. I haven’t the energy to go into battle again so I will just wait it out till it’s an issue. Very nice of you sharing others codes. Think it’s time I should do the same.
Sorry this is happening. THS adding all these extra fees for service users, while the user experience remains buggy and challenging when it comes to the users getting their end of the deal.
(Post edited by the Forum team to comply with the Community Guidelines).
I have 151 months. The support on the site besides here on the forum is shocking, no responses, barely any fixes, but hey, there are new icons.
Hi @Oztravels I am sorry to hear that you are still having issues. Just to let you know, that I have also passed your issue across to the Membership Services team, and I will update you once I hear back from them.
I’m also having issues with the system.
I feel this thread alone is adding hundreds of people to THS and we are not being taken care of seriously. Is there anyone in support that we can email that will take care of these kind of matters?
This thread is such an indictment of how self-serving THS is now. Thought all the additional fees were supposed to make the website function better for users.
@HappyDeb That’s amazing- 9 extra years! You guys are tremendous ambassadors for THS! 
We too have built up extra months since we reached our 5 year cap- Dec 2031 and have been wondering what happens with those extra months.
Which email address did you find best to communicate with THS about it?
You also mention (they say) its necessary to cancel autorenew for the extra months to be added. I’ve always been reluctant to turn off autorenew as I was told, when I joined, that my membership price would be fixed for ever if I remained on it. So I wonder whether that promise would be revoked if I do so? Obviously our renewal is not imminent! (2031+) But I’m just thinking ahead!
Maybe @Sam_F could also check that out for me? TIA!
I mean if you have 20 years of free THS, does it matter if the price changes?
??? Didn’t you have renewal in September and now you have till 2031?
Hi @Oztravels I have heard back from the team and someone will be reaching out to you shortly to assist in resolving your issue, so please do keep a look out for an email from them.
Hi @Lokstar and thank you for tagging me to your post. I have passed your issue and question across to the Membership Services team and I will update you once I hear back from them.
Hi @Lokstar Just to let you know I’ve heard back from the team and someone will be reaching out to you shortly to assist.