Information

Since Saturday, January 25, 2025, some rekordbox users have experienced issues with the subscription management server which stopped them purchasing or modifying subscription plans, or resulted in automatic cancellations.

[Cause]
Our investigation has revealed that Digital River, the payment service provider handling rekordbox subscriptions, has ceased its service. As a result, all payment processing within rekordbox has been affected, leading to system errors.

[Current Actions Taken]
We've implemented the following temporary measures:

1. For customers whose subscriptions were automatically canceled
   We've extended the contract period in the system to ensure you can continue using your existing subscription plan beyond the original expiration date.
2. For customers unable to cancel their subscription
   Due to the contract extension process, some users experienced issues preventing them from canceling their subscriptions. This issue was resolved on Monday, February 17, 2025.

• For Customers Who Wish to Continue Their Current Plan
  No action is required. You may continue using your current subscription plan.
  Once the payment system is restored, we will charge the unpaid fees that could not be processed during the system failure.
• For Customers Who Wish to Cancel Their Subscription
  The cancellation system was restored on Monday, February 17, 2025. If you'd like to cancel your subscription, please do so via the relevant following page:
  • Core Plan, Creative Plan, Professional Plan
    https://rekordbox.com/en/cancel/
  • Cloud Option
    https://rekordbox.com/en/plan/

  If you canceled your subscription after Saturday, January 25, 2025, we kindly ask that you reattempt the cancellation process to ensure it's correctly processed.
  ※ If the cancellation is successful, "Your plan has been canceled" will be displayed on the plan page of rekordbox.com.
  
  Regarding Subscription Fees
  Customers who complete the cancellation process between Monday, February 17, and Sunday, March 16, 2025, will not be charged for using their plan after January 25 (Sat), 2025.
  However, customers who cancel on or after Monday, March 17, 2025, will be charged the unpaid subscription fees for the period that couldn't be processed due to the system failure, once the payment system is restored.

• For customers who'd like to purchase a new subscription or modify their plan
  Unfortunately, at this time, it's not possible to purchase new subscriptions or modify existing plans.
  We apologize for the inconvenience and appreciate your patience as we work towards a resolution.

We'll provide further updates as soon as we make progress with this issue.
We deeply regret any inconvenience this may have caused you and sincerely apologize for the disruption.