QUESTION to Support:

Dear DVO Support,

I am a current subscriber to the Cooking online software. My plan just recently renewed for the year (annual payment).

After I login and select that I want to upgrade to the Family plan it looks like I am going to be charged the $189.95 amount. How do I pay the additional $40 to upgrade my plant to Family?

Thank you.

Jeremy W.

---

QUESTION: from Support

What steps should I have users take to those who want to upgrade to the Family Plan, but are currently subscribed for a membership under an Apple or Android subscription?

Brooklyn
Technical Support | DVO

---

RESPONSE:

Great question! Since Jeremy originally subscribed through Google Play, that subscription is managed by Google's billing system and cannot be modified or upgraded through our Stripe-based system.

Jeremy paid $149.99 on August 13, 2024, which means his current Premium plan is still active and has about $49.50 worth of value remaining (with 85 days left until it renews).

Here’s what we recommend:

1. Have Jeremy go ahead and sign up for the Family Plan directly through our website using Stripe.
2. Once the $189.95 payment is complete, ask him to email us with confirmation.
3. As soon as we receive his confirmation, we’ll issue a manual refund of $49.50 to account for the unused portion of his previous Premium plan.

This allows him to upgrade immediately without waiting for the current subscription to expire, and ensures he doesn't lose any value he’s already paid for.

Let me know if you have any questions or if he needs help completing the steps!

—Dan