Billing and Customer Service Issues

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1

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What is the error message (if any)?

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Four months of double billing, weeks of ignored emails, and a discount code that never came — but ultimately resolved (accidentally)

I’m a Cloud Starter subscriber who uses n8n as the backbone of my YouTube automation business. I want to share my experience because I genuinely want n8n to be better — it’s a powerful tool and I’m still using it.

The problem: I was charged twice every billing cycle for four consecutive months — once via Visa through Paddle, and once via PayPal — for a single subscription. I never authorized PayPal billing, and my n8n account only shows my Visa on file.

My attempts to resolve it:

  • Emailed Paddle multiple times. Received only auto-replies and form letters.
  • Emailed n8n support directly with full documentation. Waited four business days with no substantive response.
  • Sent a follow-up. Still nothing.
  • Filed disputes directly with PayPal as a last resort. PayPal resolved it within days.
    Only after PayPal got involved did n8n suddenly become responsive.
    To their credit, n8n did issue refunds on both the PayPal and Visa charges — the Visa refunds were actually issued without me asking, which I appreciate even if it seemed uncoordinated. I ended up with four months of service effectively free, which was not my goal. I just wanted the duplicate billing stopped.
    What was not resolved:

  1. No one ever explained how I ended up enrolled in PayPal billing without my knowledge. When I asked directly, the response was: “PayPal is offered as an optional payment method during our checkout process.” That describes a feature. It does not answer my question.

  2. A customer service rep promised a discount code as a goodwill gesture. That was six days ago. It never arrived. A 30-second task, undelivered.

    What I want n8n to know:
    Your product is good. Your billing infrastructure and support responsiveness are not. Customers shouldn’t need to escalate to PayPal disputes to get a billing error corrected. And when a support rep commits to something in writing, it should happen.

    I’ve re-enrolled and will continue using n8n. I’m also starting new automations on Make as a hedge. I’m rooting for you to get this right.

1 Like
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Hi @M_Smith Welcome to the community!
I understand the frustration, but i think you should try sending a last mail to [email protected] as they know better about how to handle these things and how these work.

3

Hi @M_Smith
I feel your pain on this. Using n8n for business-critical YouTube automations means billing reliability is non-negotiable.

It’s frustrating that it took a PayPal dispute to get a response, but your strategy to ‘hedge’ with Make.com is a smart move for redundancy. Hopefully, the n8n team sees this and finally delivers that missing discount code.

Stick with the tool for its power, but keep that backup ready!

4

welcome to the n8n community @M_Smith
Thanks for sharing this in detail, I can see why that would be frustrating.
One thing that might help here is separating the two parts of what happened. The billing issue itself seems to have been resolved, but the bigger gap you’re pointing out is around visibility and communication, especially how a second payment method got linked and why that wasn’t clearly explained.
That kind of feedback is actually really valuable, because it’s less about a one-off issue and more about how the billing flow behaves from a user perspective. The same goes for the follow-up on the discount code, which is more about reliability of communication than the billing system itself.
So even though the core issue is resolved, I think your post is useful in highlighting where the experience can break down, particularly around transparency and follow-through.
Appreciate you taking the time to write it up.