ActivTrak Omdömen 150

All they seem to care about is locking customers into auto renewal and charging for another full year, whether you are using the product or not. In my case, the business division using ActivTrak no longer existed, the service was no longer needed, and instead of working toward a reasonable resolution, they kept repeating the same contract language and avoided directly answering my questions.

What frustrated me most was not just the invoice, it was the canned responses. I asked for the signed order form, the renewal details, and clear answers to specific billing questions. Instead, I got the same recycled explanation about notice periods.

If you do business with ActivTrak, watch your renewal date very carefully, because once they renew you, do not expect much flexibility or a real conversation. My experience was that billing enforcement mattered a lot more than customer goodwill.

An employee that worked for me setup this product. I tried to use it once and didn't find it helpful. I had it on my list for months to try to make it useful. I finally decided to quit. Their quit process is that you have to fill out a 'request' form to quit.
They then say they will get back to you. I got an email that told me I had to delete some files. I don't know anything about their files. I sent a request for more details and they have not responded in 3 days. Supopossedly once they approve it, it will take 30 days before they will allow you to cancel. I wish I had know this before approving for this software to be setup.

One of our former employees signed up with ActivTrak and they have managed to autobill us for the past 5 years even though we don't use the system and didn't even know we ever signed up with them. Won't refund the latest autorenewal annual payment even though the firm is down to one full-time employee (me) and a part-time person.

The ultimate "gotcha". They ought to be ashamed of their "billing" practices...

Took £6732 from our account randomly and completely unauthorised!

Do not use them. This is fraud

Thieves!
Lost all our data due to account mix-up!
Confirmed renewal was for correct account!
Lost all data!
Won't refund!
Keep charging us for years!
Won't refund recharges for nothing!
Cannot recoup the lost data!

I tried to cancel the service for one of our businesses weeks ago via their 'form' and received zero confirmation of this fact.

Now, weeks later, I've had to chase again and they direct me to their privacy policy and terms and conditions.

I'm cancelling the service on one small company but the whole miserable process makes me want to get rid of their service throughout our businesses.

Based on this slightly scammy difficult to cancel service, I'd avoid them.

To all the employers who bought this and feel like they were ripped off. Serves you right. You nag and micromanage and spy on your employees because you're insecure and incapable of running a business without an Orwellian tool at your disposal. You absolutely deserve to be ripped off, this product is aimed at useless idiots such as yourselves.

Their #1 goal is to rip people off. They claim they never receive cancel notice and charged us annual fees .. they are very bad . And their customer service gets a zero !

Their cancellation form doesn’t allow for non-US phone numbers to be entered. They refuse to cancel via an email request. Therefore you cannot cancel. Really bad policy and service - I will now remove all my clients from your system - there goes $15K of revenue for you guys.

Horrendous customer support - I can produce evidence of all paper trails - promise things but they do not deliver - do not reply to emails and play dumb hoping silence will make you go away - abysmal documentation and explanations - expensive - do not put out of offices on when people you deal with are absent - absolute PONY!

A member of our account management team contacted them trying to get information at the request of a client. This team member was sent a reseller docusign and clicked accept without reading... Good news is our multi-check process caught it when an invoice showed up. We immediately contacted them to get this sorted out with proper assessment from the GRC team. We questioned some items in the reseller agreement and ActivTrak resorted back to nothing can be changed since a deal was booked. When I pressed on that a team member was not authorized to enter into this type of agreement, they went back to the agreement states that signing means that person has the authorization to sign.

In the end they were not willing to have what I consider a partnership conversation to try and form a longer relationship. The head of channel that I was working with basically took the attitude of it wasn't his problem as my employee is the one who did something wrong. The ironic part is they did this over the initial 20ish license purchase. We have over 30,000 end users we support. So missed opportunity for them.

We will not be renewing or doing any future business with them.

I had a subscription that extended for an additional year due to an automatic renewal, without in my attention. To my surprise, I received an email notification today indicating that the subscription has been renewed, but the payment was unsuccessful. However, I had no intention of continuing the subscription, as I no longer need. Unfortunately, I failed to notice their reminder email sent a month ago. At present, I request a full cancellation on the first days of their new period, but they don't confirm, moreover they have conveyed the possibility of pursuing legal action, which I find disproportionate. As a customer, it is disheartening to observe a SaaS provider insisting on renewing when the customer does not want to do so. It is imperative for them to enhance their billing policy, as adopting a confrontational stance ultimately benefits no one.

Stealing user money by changing terms of contract and even while ou aren't using the app, they will just charge you when nothing has happen there.

Bad business practice, very very very bad business practices.

Companies like ActivTrak are an examplary reason why you should never leave bank card details, and always, and can't stress this hard enough - ALWAYS - pay via PayPal, if possible. ActivTrak have absolutely no reliable option to cancel a subscription, once it is ongoing. Furthermore - apparently they, not the customer, decide when the subscription plan should be upgraded cost-wise.

For those wondering - the ActivTrak malware (the actual product) was no longer in use at the time at the premises equipment due to a switch to Linux.

Here's how ActivTrak will make sure to stay locked in, once you've made a subscription:

- your sub is about to run out (30 days left), and let's say you no longer need it. You go into your account. You can click on the link to go to billing details, but it no longer works for you. You also cannot find any information directly linked on their site to an FAQ or help file, explaining cancellation process. If you do want to find one - you need to do a specific Google search on the Google home page. There they ask for a 30 days notice - something, that according to some comments I have come upon, is not honored by the company.

So, if you have bank card details on the ActivTrak, you have to wait and pray what will transpire. In my case - I was lucky enough to be able to cancel a Paypal debit, so I was safe. Even though ActivTrak does send you an email that they've noticed the change in billing availability. Funny how they prevent you from accessing same info on their site, yet complain when you find alternative solution to the issues they present their customers with...

But here comes second round:

- A month has passed and I receive an email with attached pdf: "Your subscription gas been upgraded, and here's the new, heftier invoice for this year". I actually took the time to reply to that email to tell them I did not do any upgrade, and to ask them to cancel the subscription. About a couple of hours later I got a rather cold reply, asking whether I've submitted their official cancellation request form. The one that you can't really find on the website, but you have to Google to come upon. I almost felt like Asterix from that episode of the comic book, where they have to battle Roman bureaucracy. Then I remembered that I've already cancelled my payment, and besides - there's some very good consumer protection regulations in place, ActivTrak cancellation practices actually breach European Union laws - in failing to provide easily accessible cancellation option, and
there is a couple of regulatory bodies I can complain to.

From now all ActivTrak comms will go to the trash folder. Only communication I have with that company will pass through consumer protection agencies, until they start behaving like honorable people.

Stay far far away from these guys. Very difficult to cancel once you get roped in.

The sales materials very clearly state $10 per person. You click on that option and then the total goes up to $50 becuase you have to have 5 seats minimum. If you go ahead and purchase, your bill is $600 becuase they charge you annually and DONT WARN YOU.
If you try to deal with customer service, there isnt any. Their sales team is terrible and rude. They will not give refunds even if their website is MISLEADING.

I have been using Activtrak for 3 years now. It is much better than competitors. I dissect productivity, can check every 15-minut interval of every hour with main focus for this time. This is super useful.
Also, a big fan of grouping. I added 3pcs into one group(1 person works on them) and see all the insights in one place. Nowhere i could find this feature.

You should not use this service, here is why :

Subscribing is very easy and automatic, and taking a paid plan (billed annually) is also automatic and instantaneous. But if you want to delete your account, or simply downgrade your paid plan, it's no longer automatic, you must send an email and hope for an answer... They are not ashamed of explaining this on their own website here, just type "activtrak.com Upgrade Downgrade or Cancel a Paid Plan", you will find the article.

Also given their lack of ethic in account management and billing, I would suggest caution before to install a tracking software on any computer you own.

ActivTrak was okay, however we asked to cancel or we might move to a smaller license count as the software just isn’t that useful, there’s so many other ways to manage productivity.

Their accounts team were incredibly rude and tried to bill us for 3x the requested license count. After I said this was wrong they said it didn’t matter because they had already billed it, and refused to discuss it. Shocking service.

You’ll never have a real account manager either as they seem to have an issue retaining staff. Perhaps focus on your people skills a bit more?

Product never worked well or synced to devices. We asked to cancel midway through the contract as we had not used it at all for 5 months and they held firm, charging us in full eventhough they knew we were not using it. Not great service. Just do right by your clients. Why hold our feet to the fire for a few bucks. Bad business culture to do that when you know we were not using it.