Billing clarity and proactive support were missing
I signed up for the software and was eager to get started with the onboarding and training. The sign-up process itself was straightforward enough, but when it came to billing, I found there was very little guidance on the payment cycles or how the invoicing would be handled. I encountered a problem where my payment method did not go through, and there seemed to be no clear alert or follow-up on this from their side. I didn't receive any notification or timely communication as to why the payment was failing. When I called their telephonic support, I was put on hold for a long time and then given vague answers that didn't directly help resolve my concerns. I expected at least some automatic updates on payment status or invoices, but these were absent. Because of this, I spent considerable time waiting without knowing if my access would be interrupted. The whole process felt frustrating, and it made me doubt if I would trust the billing system sufficiently to confidently make payments next time. Since the support did not proactively notify or assist me well, I expect I will need to seek help again on billing issues in the future. Overall, there was a lack of clear instructions or effective assistance, which made managing invoicing and payments unnecessarily complicated.