Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Evernote and attempted to delete the account on the same day that it was downloaded (4/7/2025). I did not receive any introductory emails or communications when I signed up, so I did not think it odd that I didnt receive communication when I cancelled my subscription. The next week, I was charged $211.99, which is more than any of the plan prices listed on the company website. At that point, I attempted to cancel again and deleted my account. I am unable to reach the business because my account was deleted, so I cannot sign in to submit a ticket or pursue a refund. I have disputed the charge with my credit card company but have not been successful reaching the business to dispute this charge.

  Business Response

  Date: 04/23/2025

  Hello,

  Please note that our our Account deletion article and the Privacy form used to submit deletion requests highlight the requirement that subscriptions be canceled prior to deleting the account. This step wasn't performed.

  Weve gone ahead and processed a full refund as requested, of which we have notified the user.

  We confirm that the account is currently in the process of being permanently deleted and no further charges will be incurred.

   

  
   
  
  

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Evernote exhibits subscription policies that are unethical; Ive been requesting to cancel a subscription and have been charged monthly for the past 6+ months.The company offers no method to cancel the subscription.

  Business Response

  Date: 03/11/2025

  Hello *******,

  
  Thank you for reaching out regarding your subscription concerns. After reviewing our records, I was able to locate the two support tickets you previously submitted.

  
  It appears that you did not receive further assistance with your subscription cancellation because the automated replies to your requests included instructions on how to proceed for additional support. Unfortunately, as those steps were not followed, your case did not progress beyond the initial automated response.

  
  Regarding your request for a refund, I see that your first request to cancel and refund the subscription was submitted on October 26, while the monthly subscription was renewed on October 4. As per our refund policy, cancellations must be requested within 2 days for monthly payments and within 60 days for annual payments. Because your request fell outside this window, we are unable to refund the October charge. However, I have refunded the past five months of charges and canceled your subscription effective immediately.

  
  Additionally, I want to clarify that the subscription in question was tied to a different email address: ch**ie.e*el@o*******. I have partially obscured the domain name for security and privacy reasons.

  
  I appreciate your understanding, and I apologize for any frustration this has caused. If you have any further questions, please feel free to reach out.

  Best regards,

  Evernote Customer Support

• Initial Complaint

  Date:02/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged on January 31 for a service I did not want. I cannot reach out to customer service by phone, email, or online chat. The original account is deleted, and there is no way for me to delete an unwanted subscription. I did not want to on this page and complain, but I am hoping this will help me resolve the issue.

  Business Response

  Date: 02/13/2025

  Hi there, 
  
  Thanks for reaching out.
  
  Ive gone ahead and processed your refund as per your request. The funds will be available to you in accordance with the policies of your financial institution. It may take longer if your bank is located outside of ******************
  
  Please note that our Account deletion article and the Privacy form used to submit deletion requests highlight the requirement that subscriptions be canceled prior to deleting the account.
  
  If you need further assistance, please don't hesitate to get back in touch!
  
  Wishing you a lovely day,

• Initial Complaint

  Date:02/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Evernote is a program that stores data. About 3 weeks ago it stopped working. All i get when I try to get on is several different colored objects swirling on the screen. Evernote has no published phone number and they won't call you. I have sent several emails to their customer service and i get either no response or cut and paste responses. They asked for a screen shot. I sent it several times and asked what does it mean. I got no response. I have the paid version of Evernote and expect some customer service.I need my data. I assume it is on the cloud somewhere

  Business Response

  Date: 02/07/2025

  We appreciate the opportunity to respond to this complaint.
  The user initially reached out to our support team regarding an account access issue. From the provided screenshot, it appeared that they were trying to log in via a mobile web browser. Our team responded with a clear explanation that Evernote Web is not optimized for mobile browsers and advised the user to download the ******************** mobile app for the best experience. We also requested additional troubleshooting details, including device information and activity logs, in case the issue persisted. However, the user did not reply to our request for further information.

  
  We want to assure both the user and the ******************** that we are happy to continue troubleshooting and resolve the technical issue. To do so, we need the user to confirm whether the error occurs in a mobile browser or within the Evernote app. If they are experiencing the issue in the app, we kindly request their activity logs so we can investigate further.

  
  Additionally, we can confirm that we replied to the users ticket and provided instructions for next steps.

  
  Regarding the payment dispute mentioned in the complaint, wed like to clarify that the transaction in question occurred in October and falls outside of Evernotes refund policy.

  
  Best regards,

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a free Evernote account for years, had not used it for some time so I decided to close and delete the account. I couldn't do this without renewing my login credentials, there was no way to contact evernote without logging in. When I did this Evernote wanted me to signup for a subscription, I believe I had a free trial period - I was not concerned as I was only signing in to delete the account, which I did. A little while later I was a charge on my credit card and was instantly annoyed, I tried to contact Evernote but of course, without an account, I couldn't do so. I didn't receive a receipt or email regarding the charge. After some effort, I managed to find an email address but it probably went into the ether, I've had no reply. This has been very frustrating and a waste of my time! Evernotes practices are shady, as far as I'm concerned, why didn't i get an email about my account, why are you hiding Evernote? Why can't a person contact you without an account? If this was simply an error, then fix it!

  Business Response

  Date: 01/31/2025

  Hi ***,
   
  We've received your request #******** via the Better Business Bureau.
   
  Upon checking our records, I was unable to find any recent purchases associated with your account.
   
  This normally indicates that either a secondary account was upgraded unintentionally or there was an issue with the payment.
   
  To try and pinpoint what happened, kindly send us the following:
  The receipt that details your Evernote subscription purchase. You should be able to find it in your email.
  The payment method you used. Depending on your payment method, kindly share the following information.
  Credit Card: Last 4 digits, amount, payment date, and the full name on the card
  Paypal: Email address and name of your ****** account, Transaction ID, Recurring payment ID or Invoice ID
  ****** Play: Order ID (starting with GPA...) or your ****** Play email address
  Apple: Order ID (starting with M...)
  A list of any other email addresses that could be associated with this payment.
  If you're using an Apple device, you might have created an account on ******************** by logging in with Apple and enabling the Hide My Email option that ***** offers. This hides the real email address to preserve privacy.
  Since we have no means to identify that email address, we'll need you to check by taking a look at the complete list of the automatically generated email addresses associated with the services you enabled this option for. You can do so by tapping on Settings (from mobile) or System Preferences (from PC) > iCloud > Hide My Email and selecting Evernote. If you find it, please copy the email address and paste it into the reply to this email. As a heads up, it should look like this: ***********************************************************.
   
  Looking forward to your reply.
   
  Kind regards,
   

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested cancellation of my subscription.Filed a support ticket, completely ignored me.Unable to contact support Unable to get any sort of customer support at all and ******************** continues to charge my card when I have ASKED THEM to stop

  Business Response

  Date: 01/12/2025

  Hello Ali,
  
  Thank you for reaching out. I'm sorry to hear about your unfortunate experience.
  
  Ive cancelled your plan and processed the refund as per your request. The funds will be available to you in accordance with the policies of your financial institution. It may take longer if your bank is located outside of ******************
  
  Your account will soon be downgraded to Evernote Free. No data will be lost in this process, and no further action is required on your part.
  
  Please note that I've looked through our system, but have found no previous communication from your email address (*********************************).
  
  If you need further assistance, please don't hesitate to reply to this ticket. 
  
  Kind regards,

  Customer Answer

  Date: 01/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was one of the first ***** of Evernote. I recommended it to many people. I just had a serious problem w/ Evernote. They never had a tel # to call for problems. Now they will not answer e-mails. Their web answers are inadequate.I have all my most important information in Evernote. I rely upon it. They owe ***** a way to communicate.

  Business Response

  Date: 12/17/2024

  Hello *****,
  
  We apologize for the inconvenience youve experienced.
  
  To assist you with issues regarding your Evernote account, please submit a support ticket through this link, explaining your issue: **********************************************************************************************************
  
  Thank you for your understanding and for following the support process. This will help us address your issue as quickly as possible.
  
  Kind regards,

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Evernote was installed on my computer and had to be immediately cancelled. The Livescribe pen was no longer supported on its platform. The app was uninstalled and subscription immediately cancelled however, they went ahead at the end of the 1 week trial and withdrew funds through my ****** account. I am requesting an immediate refund due to this breakdown in their platform communications.

  Business Response

  Date: 11/29/2024

  Hello *******,
   
  We've received your request #******** via the Better Business Bureau.
   
  Please note that we haven't received any refund requests from you in our system. For individual accounts and subscriptions such as yours, we have a dedicated contact form option (Billing and Accounts > I'd like to request a refund) where you can submit your refund request, and it would be processed promptly.
   
  I've gone ahead and just processed your refund for the November 25, 2024 payment. The funds will be available to you in accordance with the policies of your financial institution. It may take longer if your bank is located outside of ******************
   
  Your ****************************** account will soon be downgraded to Evernote Free. No data will be lost in this process, and no further action is required on your part.
   
  If you need further assistance, please don't hesitate to get back in touch.
   
  Kind regards,
   

  Customer Answer

  Date: 11/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  <>: I requested a refund and it went completely ignored, still have yet to receive any contact from evernote in any of my tickets (no phone or live chat support options). I stopped using evernote when I requested my refund. I have sent 4 tickets, and even had my original ticket 'escalated' by an Evernote forum volunteer. I never received any refund or any ***lies.<>:On January 6th, 2024 my subscription was auto renewed at CAD $179.19. This is almost double previous subscription. Per their refund policy "Evernote will process a refund if the request is received within sixty days of the date of the payment".Feb 23, 2024: I requested a refund by sending a ticket. I also stopped using Evernote. I was reading in their forum refunds where a few weeks if not month behind for all English request.March: I requested my ticket escalated on forum (they have forum volunteers which could escalate tickets, and some people had luck)April: Still nothing. I spent some time exploring evernote, attempting to find any possible way to communicate with a person (email, chat, phone, etc). Only method found was the ticket system and evernote forum which contains voluenteers.June 29: Still no refund or contact. Started reddit post. Explained my situation. Some sort of evernote *** suggested I open another ticket. August: ****** three different tickets. Never got a response to any of them. Also tried the evernote forum again, but that did not help.

  Business Response

  Date: 10/18/2024

  Hi ***********,
  
  Thanks for reaching out.
  
  After checking your case, we regret to inform you that we're unable to issue a refund in this instance as our refund policy requirements are not met: under the terms of our Refund Policy, subscriptions are only refundable within the first 60 days of an annual payment, and no prorated refunds or credits are offered for partially used subscriptions. 
  
  While we're unable to process a refund, you can cancel the automatic renewal so you are not charged again next year. To cancel the automatic renewal of your Evernote subscription, please follow these steps:
  Navigate to your Evernote Account Settings and view the Account Summary.
  Select Manage Subscription next to Account Level.
  From the options shown, select Free.
  Scroll to the bottom of the page and click Downgrade to Free.
  Select a reason for canceling the subscription
  Click the Cancel subscription button.
  
  Your subscription won't change until your current billing cycle ends. Once your subscription runs out, your account will automatically be converted to a Free membership. None of your data will be lost, and all of your content will still be accessible.
  
  If you need help with anything else, please don't hesitate to get back in touch.
  
  Kind regards,

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22432995
  
  I am rejecting this response because:

  I did request a refund within 60 days. Feb 23 2024 is 48 days after January 6th, 2024.

  I have added the screenshot of the ticket I sent.

  Business Response

  Date: 10/25/2024

  Hi there, 
  
  Thanks for letting us know!
  
  We've found your previous support ticket and Ive gone ahead and processed your refund of CAD 179.19 as per your request. The funds will be available to you in accordance with the policies of your financial institution. It may take longer if your bank is located outside of ******************
  
  Your account will soon be downgraded to Evernote Free. No data will be lost in this process and no further action is required on your part.
  
  If you need further assistance, please don't hesitate to get back in touch!
  
  Wishing you a lovely day,

• Initial Complaint

  Date:10/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Logged into my account today and was informed could only sync one device. so I disconnected all but one device. When I did get into my account, all notes from several years were gone. I need those back. But cant submit a ticket without a credit card number. No phone number. No support. Need help.

  Business Response

  Date: 10/18/2024

  Hi ******,
  
  Thanks for reaching out to Evernote Customer Support.
  
  Based on your description, you have logged in using an email address that is not related to your primary Evernote account. 
  
  Please be aware that you have not used this Evernote account in the last 3 months. This suggests that you may have another email address associated with your actual Evernote account where your notes are stored.
  
  Please follow this approach that may lead you to find your actual Evernote account:
  Please try logging in using the emails and usernames that are different from ****************************************************
  If you're using a Gmail address for Evernote, please note that while Gmail doesn't differentiate the following differences:
  Emails with dots in their names and those without them. For example, emails directed to **************************** or ***************************************** would be sent to the same address
  Same for the email suffix (@********* versus @**************)
  But our system does and would treat them as separate accounts
  If you have an Apple device, it's possible that you might have created an account on ******************** by logging in with ***** and enabling the Hide My Email. You can find your email by tapping on Settings (from mobile) or System Preferences (from PC) > iCloud > Hide My Email and selecting Evernote. Please copy that email address and try to use it as your Evernote login. The email should look like this: ****************************************************
  If you havent already, please make sure to log into the account youre currently logged into using a device you used while your content was still present. Please make sure to specify if this step has been completed if you reach back out for assistance.
  Please check the attached screenshot (**********************). If Evernote looked similar to the screenshot before you noticed your content disappear, you most likely were using the Legacy app, which has since been decommissioned. Follow this guide to convert your local notebooks.
  Try logging in on a different platform (mobile or desktop) and Evernote Web to check if your content is present there.
  If you're logged in on other devices or browsers, and can still see your content there, please be so kind as to check if the emails match:
  PC/Web:
  Click on your profile icon in the upper right corner
  Take a screenshot of the resulting drop-down
  Mobile:
  Click on your profile icon in the upper right corner
  Go to Accounts
  Take a screenshot of the resulting screen
  
  IMPORTANT: If one of the emails was recognized but you received a message stating that the password is incorrect, please try submitting as many passwords as you remember or request a password reset link.
  
  If you have tried to log in using each of the emails and usernames you have, as well as followed the remaining troubleshooting steps, and all attempts have redirected you to a message stating that there is no such account, please get back to us and provide the following information:
  Please clarify if your account seems to have been wiped completely (i.e., you're unable to see any notes or notebooks) or if your notes and notebooks seem present but empty when clicked on or display an error. If you're experiencing something else entirely, please be so kind as to explain in detail (screenshots are very welcome)!
  Have you logged into the account with missing notes using a device you accessed ******************** from while your notes were still present?
  Are you able to see any of your notes when you click on the search bar in your account? Does it populate with anything and does the content look familiar?
  Please make sure you've submitted all of the requested information in the Contact form and that it is valid. Below, you'll see some of the information that was already requested in the Contact form, but also some additional information we require that's dependent on some of the steps outlined in the first portion of this email. Kindly go through the requests below, and please provide any information you haven't provided yet:
  All emails you have and had in the past, even if they're not tied to an Evernote account
  All usernames that may be tied to your Evernote account
  Your Gmail aliases and private relay addresses, if any
  Whether you've checked the Access History, and if times you last accessed the account while your notes were present and when you first noticed the issue line up with the logs
  Whether you tried logging into, or were already logged into any other devices and ******************** Web, and if your notes are present there
  If you've used the Legacy app before noticing your content was missing
  If you have or had a paid subscription in the past, please also provide the following:
  The receipt detailing your Evernote subscription purchase.
  The payment method you used (e.g., credit card, ******* iTunes, ****** Play). If it's a credit card, please send us the first 6 digits, amount, payment date, and the full name on the card.
  
  Please note that the above-requested information is necessary to proceed with further investigations effectively.
  
  Thank you in advance for your cooperation!
  
  Kind regards,