ABCmouse

I wasn't able to log in, turns out, to an 'onboarding process' ... And hadn't used the app in over a month, but logged in fine the first time after buying a 6m subscription.

So today we go to the app. It opens nicely, and I go to select the name of the child who was going to be using it. As soon as I tap her name, it logged me out. No biggie, except I need to reset my password.

I go to do that and am immediately hit with a payment screen, zero ability to access my dashboard or previous payment info, nothing. No biggie. It also says my account's inactive. (The first customer support person assured me that the first attempt was an email address for an account I had through Amazon a couple of years ago that I canceled.) Maybe I used my other email address.

So I reset another password. Once again I'm being asked for payment because my account is 'inactive.' Enter customer support! I had an issue with the bot understanding me and was given a human—which is preferred anyway. Except that this human assured me that under no circumstances other than the first email address I had given him do I have an account.

You can look up your account using your payment info—partially. He told me he had no record of that card number. So I used a different one—partially, of course. Again he claimed there was no record.

He asked if I had used another email address, so I gave him the one I suspected I might have used, which also happened to be the last one I tried logging in with. He said there is no account ever made with that email address. And that he was going to try to find my account and to bear with them. After about 5 or 7 minutes, I offered to go looking through my PayPal to see if I can find it and at that point he said, 'No, you definitely used a card?!' But also claimed that he couldn't find my account...

He then asked for my phone number... Which I obliged since I've used that number for two-step verification anyway... He asked if I happened to have the email with my payment confirmation, which I was trying to find, but that's back a ways!! But then buddy asks for screenshots of my bank statement?!

This was not a third-party website; this was abcmouse.com customer service. I told him once more that I was uncomfortable giving him all that, and he said it was understandable and offered me a password reset link. I reiterated to him that I had already reset my password that day, and he asked if there was another email address I could have possibly used... I told him that was his job to help me find my account.

And did that chat because it felt too suspicious. And then I immediately opened another one. That person saw my account using the email address I used, didn't need a card number, didn't need any screenshots of emails or any of the other things the other person asked for, and simply had to onboard my account and had it done in less than a minute. So for people who are having problems logging into a paid subscription...

Be very wary... And if they're claiming that they don't have the email address that you know you have an account through because how else would you reset a password for an account you don't have?!

Ask them to check if your account has been 'onboarded,' because as soon as that second customer service representative told me that she had onboarded my account (still confused me considering we had used the account right after paying for it), I was able to log in and get something other than a payment screen. And my children are now able to use their accounts.

We canceled it long time ago .. just use it for free week trial never used again but been charged every month we never knew we where being charged until bank went negative