FastSpringReviews of fastspring.com

Response from FastSpringMay 22, 2025

We're truly sorry about your frustrating experience with our support team regarding your Steinberg account access issues. Taking 3 days to respond with unhelpful advice, then failing to follow up on your replies, is completely not our standard level of customer service. Your feedback about our support responsiveness is valuable and something we need to improve. Thank you for bringing this to our attention.

Response from FastSpringApr 11, 2025

Lamentamos mucho escuchar sobre su problema con la compra de Cubase 13 PRO que resultó en la instalación de la versión Artist. Esta discrepancia entre el producto que pagó y el que recibió debe ser corregida. FastSpring procesa pagos para muchas empresas de software, incluido Steinberg. Si ve "FS*," "PP*FS," o "FSPRG" en su estado de cuenta, esto confirma que su pago fue procesado a través de nuestra plataforma. Para ayudarnos a investigar esta situación específica y asistirle con la obtención de la versión correcta de Cubase, por favor envíe los detalles de su compra a través de nuestro formulario de soporte al consumidor: https://fastspring.com/consumer-support-form/ En su solicitud, por favor incluya la factura digital que mencionó para que podamos verificar su compra de la versión PRO y trabajar para resolver esta situación lo más rápido posible. Agradecemos su paciencia y esperamos poder ayudarle a obtener el producto correcto que adquirió.

Response from FastSpringMar 21, 2025

We're very sorry to hear about the unauthorized charges you've been experiencing. Having monthly charges appear for a service you never signed up for is extremely concerning and frustrating. If you see "FS*," "PP*FS," or "FSPRG" on your bank or credit card statement, this indicates a charge processed through FastSpring on behalf of one of the companies that use our payment platform. FastSpring processes payments for thousands of software and digital product companies, and we want to help identify exactly what these charges are for. To help us investigate these unauthorized charges and assist with cancellation and potential refunds, please use our dedicated lookup service at https://fastspring.com/consumer-support-form/look-up-charge/ where you can enter your transaction details. We take unauthorized charges very seriously and will work to resolve this situation for you as quickly as possible. Thank you for bringing this to our attention.

Response from FastSpringAug 22, 2024

Thank you for taking the time to share your experience with us again here. We understand how frustrating it can be that an issue isn't resolved within your timeliness expectations. We truly apologize for the inconvenience and hope we can help further clarify any remaining questions you may have. We've requested more information about your case via a private message on Trustpilot, and hope to make things right here. Here's a resource that can help you in the meantime as well if you haven't seen it already: https://fastspring.com/consumer-support/topics/billing-and-refunds/ If you encounter any additional issues or have any questions, please don't hesitate to contact our support team again at https://fastspring.com/consumer-support-form/

Response from FastSpringJan 8, 2024

Hi Simon, We're sorry the notice was not enough for you and other sellers. We have been listening more closely to our sellers' concerns with our changes with risk screening and aim to do better in future communications. After over 18 years in business, we’ve built up a large number of customers who either use FastSpring as a backup or may maintain their FastSpring account despite only using FastSpring for a small amount of their sales. As the number of such customers have grown over the years, the administrative costs of risk audits have grown quite high, so we decided to introduce this fee. To clarify more on your comments above, as a payment provider, FastSpring is required to perform ongoing risk assessments on all of our customers in order to comply with various regulations and rules. For customers processing more than $5,000 annually through the FastSpring platform, ongoing risk assessments are free. For customers processing less than $5,000 annually through FastSpring (e.g. using FastSpring as a failover / backup payment solution) there is a $150 per year fee to cover the administrative costs of ongoing risk assessments which isn’t fully covered by FastSpring’s fees for customers processing less than $5,000 annually. If you’d like more information on the fee or have additional concerns, please contact us at [email protected].

Response from FastSpringJan 8, 2024

"FS*," "PP*FS," or "FSPRG" on your financial statement may indicate a charge from a company that uses FastSpring to process online transactions. For FastSpring support, visit: https://fastspring.com/consumer-support/, or go directly here to look up what the charge was for: https://fastspring.com/consumer-support-form/look-up-charge/