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:04/08/2025

  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.

  As documented in our communication with ***** from ActiveCampaign's customer experience team, we requested a pause on our account dated February 24, 2025. This pause was confirmed as an available option, and we replied directly to initiate it as instructed. This document is attached. Upon review of our billing, we noticed that the pause was never activated, and we have continued to be charged for the past two months. Given that proper notice was provided and that we were explicitly told the pause could be initiated upon request, we're requesting a refund of the charges for this period. The total amount requested is $183.04, representing the billing for the months the pause should have been in effect. We requested this already with customer support and were rejected and informed of another process to submit account pauses. As a small startup, every cost impacts our ability to operate. We appreciate your consideration. Thank you.

  

  Business Response

  Date: 04/09/2025

  Hi *****, 

  We apologize for the confusion here and are happy to help. Looking at ticket #******** it appears this matter has already been resolved, and we have attached screenshots of this correspondence for your records as well. Please don't hesitate to reach out in that thread if you have any questions about this! 

  Thank you, 

  The Team at ActiveCampaign 

• Initial Complaint

  Date:02/27/2025

  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.

  Paid for 12 month of service up front on 11/19/24 and on 2/27/24 Cancelled account since the service is not working well and a little different than what I expected it to be. ActiveCampaign claims that they do not give partial of full refund. i am asking them back for money that has not been used. Since I know that I cancelled after 2/18, I am not expecting funds back through 3/18 but expect funds from 3/19-11/19/2025. it seems they are stealing funds from clients.

  

  Business Response

  Date: 02/28/2025

  Hi ******, 

  We're sincerely sorry about the challenges that you described here and understand the importance of this for your business. Based on our correspondence this week we trust this matter is now resolved. Please don't hesitate to reach out in the ticket thread (#********) if there are any other concerns.

  Thank you, 

  The team at ActiveCampaign

  Customer Answer

  Date: 02/28/2025

   
  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. Thank you for your help.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/21/2025

  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.

  My renewal was due on February 12th, and I attempted to cancel it on February 11th. However, due to a system migration, the cancellation option was unavailable. I contacted the support team to inform them of the issue, and they acknowledged that the cancellation option was not accessible at that time, assuring me that I would be able to cancel once the migration was complete.After the migration was finished, which occurred after February 12th, my credit card was charged $684. When I requested a cancellation, I was instructed to cancel the renewal myself. However, upon attempting to do so, I was informed that no refund would be provided. The support team has stated that no refund will be issued because it is company policy, despite my explanation of the situation and the communication I had on February 11th.This experience has caused me significant mental stress and wasted valuable time. As a CPA, I charge $200 per hour for my time. I estimate that I have spent at least 5 hours dealing with this issue so far. Therefore, I am requesting a full refund of the renewal fee and compensation for the time I have spent, totaling $1,000 for 5 hours of my time.

  

  Business Response

  Date: 02/24/2025

  Hi *******,

  We are sorry to hear about the frustration described here. We take feedback like this seriously and apologize for the friction you experienced!

   A member of our team reached out to you on your existing ticket (#********) and we trust this matter is resolved. Please don't hesitate to reach out there if you have any other questions or if there is anything else we can do to help. 

  -The team at ActiveCampaign 

• Initial Complaint

  Date:02/16/2025

  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'm getting a LOT of spam emails originating from **************************. Complaints forwarded by *********** have been to no avail, so escalation is in order.

  

  Business Response

  Date: 02/19/2025

  Hi there, 

  Thank you for reporting this to us. We hold a strict stance against unsolicited and malicious mail and take your complaint very seriously. We wanted to confirm that the emails you received are not being sent at the direction of ActiveCampaign. A member of our team reached out to you ******************** this morning surrounding this complaintplease reach out in that thread should you have any additional questions. 

  - The team at ActiveCampaign 

   

• Initial Complaint

  Date:02/12/2025

  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 used the companys documentation and confirmed with their support team that the Pro plan would include ********** integration. After purchasing the Pro plan, I discovered the ********** integration does not work. Instead, a pop-up appears prompting me to upgrade. The support team apologized, stating they were not informed of the companys recent changes.I requested to either cancel my account or upgrade to an Enterprise plan, but they claimed they cannot make mid-month changes. I know this industry well, and I find this practice unusuallikely a tactic to avoid crediting me for what Ive already paid.Because of this issue, I now have to invest several more hours manually syncing ********** contacts with ActiveCampaign.I do not recommend this solution. Prospective customers should be aware that their support team is not kept up to speed on company changes, and their sales representatives will not make any adjustments once they have your credit card information.

  

  Business Response

  Date: 02/19/2025

  Hi there, 

  We are sorry to hear about this experience as you've gotten started with your plan. A member of our team reached out on ticket #******** on Monday and we trust this matter has now been resolved. Thank you again for your honest feedback, and for the opportunity to make this right. 
  
  -The team at ActiveCampaign 
  
  

   

• Initial Complaint

  Date:11/24/2024

  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 have been a client of ActiveCampaign for over 7 years. I emailed ActiveCampaign before my renewal date on 7/11/2024 to let them know that I wanted to downgrade my account to a ****** contact tier that costs $249 per month (I had reduced my contacts to ****** and was well beneath the limit). Their customer service was several days late in responding and by this time they auto billed my account with the old amount with the ******* contact rate of $879.19 /month. I wasn't happy about this, and asked for a refund. They told me that they would not provide a refund but would provide me a credit of $630 that would count towards my new plan of $249 per month. I reluctantly agreed. They informed me in writing that the downgrade would be taken care of and that my new billing rate of $249 would go into effect after the credit was exhausted. Under this agreement, I should not have been billed for the months of August and September. I should have been billed $117 on 10/11 and then $249 on 11/11. Instead I checked my credit card a few weeks ago and noticed that not only did they not downgrade my plan to the $249 / month level, but that they eliminated my current plan, upgraded my plan without my permission to a more expensive 150K contact level at a billing rate of $******* per month, and billed me ******* on 8/11/2024, 9/11/2024, 10/11/2024, and 11/11/2024. I wrote them to complain and demanded a refund. Again their customer service was slow and they didn't write back promptly. When I did get a response they told me that I would not get a refund and that they could apply a credit to my account but that they would no longer offer the $249 ****** contact tier and that my new rate would be $450 per month. I wrote back two times letting them know that this was unethical and that I wanted a refund. Their customer service has been slow and they have not honored my request. They owe me approximately $3718 for overpayment and refuse to provide a refund. Terrible service.

  

  Business Response

  Date: 11/25/2024

  Hi *****, 

  Thank you for sharing this feedback and we sincerely apologize for the trouble that you experienced during your renewal. A member of our team has reached out to you on ticket #******* and we trust that this matter is resolved. Please don't hesitate to reach out on that ticket if you have any other questions or concerns. Thank you again for your honest feedback, and for the opportunity to make this right. 

  - The team at ActiveCampaign 

  Customer Answer

  Date: 11/27/2024

   
  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.

  I will reopen this complaint if they choose to again renege on their promise to lower my rate to the amount they gave me of $240/month and bill me incorrectly.

  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/06/2024

  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.

  I had an Active Campaign subscription which I cancelled last year in November (no evidence of this as they don't send an email confirming the cancellation). Then, November 4, 2024 I was charged $804.00 for this years subscription. When I went back into my account it was clear it hadn't been cancelled. Today (November 6, 2024) I did cancel my account, which was extremely difficult due it being unclear what the steps were. I clicked "yes, cancel my account" two separate times, and then a window with a question of why i was cancelling came up. Nothing on the screen said this question was mandatory or else the account would not be cancelled, so i did not choose a reason as none of them fit for my situation. I then went back into my account to make sure that this time it was cancelled, which it was not. I went through the process again, this time picking a random answer to the question to see what would happen. Turns out after answer the question you then must select "yes, cancel my account" a third time to actually have it go through. When I got onto a chat with a customer service person from the company they explained there are no refunds. I asked for proof my account had been cancelled but he ended the chat because i told him i would be reporting them to the better business bureau for unethical practices. it has only been two days since they charge me, the account has not been in active use since 2022, I believe i am entitled to a refund. Their practices make it very difficult to cancel an account, likely on purpose. And now they have taken 804 dollars from me for a service I do not use and have now tried to cancel several times.

  

  Business Response

  Date: 11/12/2024

  Hi ****, 

  We are sorry to hear about the frustration described here. We take feedback like this seriously and apologize for the friction this caused for you. We can see you've been in touch on ticket #******* and trust this matter is now resolved. Please don't hesitate to reach out there if you have any other questions or if there is anything else we can do to support. 

  - The team at ActiveCampaign 

• Initial Complaint

  Date:08/27/2024

  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.

  The company refuses to cancel my subscription despite the fact that I have lost access to the platform, so I cannot login to cancel it myself. They keep asking me the same questions over and over about my billing address, despite having confirmed my identity. They never sent me any invoice and keep billing me 108 USD per year. My transaction was on 15 July 2024 and 14 July 2023. I told my bank back in 2023 to not allow further transaction with this company but that didn't work since payment still went through this year again. The business is supposed to provide a platform to generate email sequence. So far they refused to give me access back with another email address and they also refused to cancel my subscription. The business is stalling by pretending to look into it but apart from asking me the same questions over and over or new random ones like the content of a sequence I wrote over a year ago in detail (like I remember... duh!) but in the meantime, they took my money, I don't have the service nor I can cancel it... stuck in the blackhole of muggery.  

  

  Business Response

  Date: 08/30/2024

  Hi ********, 

  We are sorry that you have had a disappointing experience and want to be clear that we understand the friction this has caused for your business. Please know we take our customer data security very seriously and must ensure account ownership before any login change. 
  
  Our management team has been in contact with you on Ticket #******* and we trust this matter is now resolved. As we have not heard back from you, please respond on that ticket if you have further questions. 

  Kind regards, 

  The team at ActiveCampaign 

• Initial Complaint

  Date:08/12/2024

  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.

  Active Campaign has been charging me $300/month for services that have not been working since February 2024. I have opened up over 10 support tickets with no resolution. There is no customer service phone number or support number to call in to for help. After 7 months of my services not working and paying their monthly subscription Active Campaign has removed my access to my account and customer information such as my email lists and sales data. I am unable to get any type of help or resolution. This company is a scam and has taken my money each month without providing access to the features and services promised in our agreement, then restricted access to my account so that I cannot cancel my subscription, they continue to take money from me.

  

  Business Response

  Date: 08/15/2024

  Hi there, 

  We're sincerely sorry about the challenges that you have been experiencing and understand the importance of this for your business. A member of our team followed up on Ticket #******* yesterday confirming your reactivation and next steps (see attached). Thank you for your honest feedback, and for the opportunity to make this right.

  -The team at ActiveCampaign 

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair 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.

  June 26th I reinstated my account a few months after it expired, expecting to have the exact same features I had before on the same plan. I paid $118.26. I didn't notice the omissions till July 8th when I went into the account to setup an automation, and realized most features were taken away, such as being able to send webhooks as part of the automation.I contacted support and they said that my plan does not include that feature, but I have had it since almost 8 years. They have not even tried to offer concession so far and just keep telling me it's not part of my plan. After 8 years of being a loyal customer they want to treat me like this. I feel betrayed, ripped off, and after all these years, never looking it up before, their refund policy states that they don't give refunds. I am well within my rights to request a refund and I expect that either I get the refund or they provide me with what I thought I was paying for.It is reasonable in the manner in which I contacted them (via email) for me to expect the same features I had before. The original representative on June 26th advised me that my account was activated and I just had to login. I did that, and then paid for the plan and was not advised that there were any changes made to the plans, and even on their website, the plan listed the same features I have always seen that they have listed. I am shocked that they would take away such an important feature.

  

  Business Response

  Date: 07/10/2024

  Hi *****,

  We sincerely apologize for your experience here, as we can see there was some confusion in your account reactivation. A member of our team reached out on your ticket (#*******) this afternoon to make sure this is fully resolved for you. 

  Thank you again for your honest feedback, and for the opportunity to make this right. 

  - The team at ActiveCampaign 
  
  

  Customer Answer

  Date: 07/10/2024

   
  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 so long as the business follows through with resolving the issue in the manner that was discussed with the team members who responded to my support case with ActiveCampaign.
  
  Sincerely,
  
  *****************************