Just wanted to leave my comment about the customer service i experienced in Nov/Dec 2020.
I started with this program a few month ago, and apart from the annotations being very bad and some small details, i enjoy using the software. Last week, they had a promotion and i subscribed to the promo. Before the end of November, they charged the next month and my Revolut account did not had enough funds to cover the payment. On that same day, i topped up my Revolut account and send an email to them, asking to please try and charge, since i sorted the problem. This all happened before my subscription was canceled and while i was an active customer, and this all happened on the day they first tried to charge. They replied they were going to see the situation and then they let 2 days go by and my subscription got canceled. On the same day, i sent another email, explaining the situation in details and asking them to charge the account since they would be able to charge it without any problems. They did not charge me. They let 2 days go by and my subscription was automatically canceled. Then, i received an email saying they can't replace my subscription with the promo i subscribed. So i have to subscribe again as a new customer. Don't understand why they did not charge me as i requested, while my subscription was still active. Why they did not try a second charge? They only tried once and that's it. For me this a let down, this is poor customer service and for sure i now do not recommend anyone using the software. I believe customer are not always right, but we as companies are not machines and should analyze each case individually whenever possible.
Siwan from customer care was very polite, but this is company policies and that's why i'm posting this here and on my FB groups.