Trilium.cc does not make cancelling subscriptions explicit

[0oWow]

Description

On your main Github page, you recommend a paid hosting service through trilium.cc.

I signed up for this service, which uses Stripe for payments. However, there seems to be no clear way to cancel. To be fair, the service does provide the hosting service fine. Just that there is no way to cancel the recurring subscription.

The Stripe page takes the money, but sends no receipts, nor advises how to cancel. The website mentions nowhere how to cancel. The website suggests contacting the host at "current domain" for issues, which is incredibly cryptic and doesn't seem to work, as I emailed them a few days ago at trilium@trilium.cc and have not heard anything at all.

I'm getting the feeling that this isn't even legal - an online service that offers no direction/option to cancel. Do you really want yourself associated with such a mess?

TriliumNext Version

.90

What operating system are you using?

Windows

What is your setup?

Server access only

Operating System Version

Windows

Error logs

No response

[eliandoran]

Hi, @0oWow .

To be honest, I wasn't aware of these issues. I'm sorry about your experience with it.

From what I know, Trilium.cc is a relatively small business so perhaps that's why the support is not perfect.

@sigaloid , as the maintainer of Trilium.cc I believe you're better suited to answer to these complaints.

As an alternative, our quick start guide mentions PikaPods which is a paid/cloud hosting for open-source projects: https://www.pikapods.com/pods?run=trilium-next. Their business model might be more in line with your expectations.

[sigaloid]

I responded to this on your Reddit post but I did cancel your subscription, my email response to you may have gone to spam. Stripe should be responsible for directly handling the cancellations, you should have gotten an email when you signed up for the subscription. Sorry for the confusion here. :(

I'll add i'm not associated with trilium next, while I do offer upgrading to that image, I specifically recommended Pika because they can offer better prices at scale than me.

[0oWow]

Yeah that was what I was expecting as far as an email from Stripe, as I've gotten them before from other providers, and I'm not ruling out that it got blocked, but it definitely didn't go to spam, and when I checked Zoho admin portal it didn't show up as blocked either.
However, when did you cancel? Because I was able to login to my individual portal at about the same time I made this post some minutes ago.

I request that you make it more clear ON YOUR WEBSITE how people can cancel. I'm fairly sure, but not certain, that FTC (in the USA) has rules for needing such clarity in cancelling. https://www.ftc.gov/news-events/news/press-releases/2024/10/federal-trade-commission-announces-final-click-cancel-rule-making-it-easier-consumers-end-recurring

Thanks for cancelling my renewal.

[sigaloid]

I've added instructions on how to cancel on the home page, including a link to allow one click cancellations. I was under the impression that this link would have been emailed to every new subscriber, so I believed that fulfilled the one-click rule. I should have more rigorously tested the Stripe user path, that's on me, sorry!

[eliandoran]

Seems that the situation has been resolved for now.

I took the liberty of changing the title to make it reflect the original complaint better.

[maphew]

For whoever finds this thread later: I used Trilium.cc for a short time before Pika Pods started supporting Trillium Next. My technical support and billing queries had some lag time, but were always responded to, and in a thoughtful manner. I like Trilium.cc and only moved on to another service because I wanted to try Trilium Next right away.