IconReviews of icon.com

Response from IconMay 17, 2026

Hey Dashiel - super sorry for this. This is a terrible experience and not how billing changes should work. The processes at the time lacked a confirmation step and didn't make it clear that inviting a user would trigger a plan change. We've since reworked the invite flow to require explicit confirmation before any plan change and we've made the pricing impact clear up front. If we haven’t already, we'd love to refund you and make this right - please reach out to [email protected] and I’ll personally make sure it gets processed. Sorry we blew it here. - Kennan (Founder)

Response from IconMay 17, 2026

Guillermo, our deepest apologies for this experience, it shouldn’t have happened. Long story short, a backend bug prevented your extension from applying to your account. We have since fixed this bug and audited our processes to ensure it never happens again. We also recognize how difficult it was to get in touch with us, and it’s not the standard of service we aim to provide to our customers. If we haven’t already: please email [email protected] and we’ll refund you in full immediately. Going to make sure everything is sorted properly - would love to earn back your trust. - Kennan (Founder)

Response from IconMay 17, 2026

Hey Joanna, we apologize for the frustrating experience with the platform. To be honest, the AI toolset we built in 2025 wasn't capable of consistently meeting quality standards. We now work with real human creators with human review in each step throughout the creative process and the output quality has drastically changed. The cancellation process was also annoying. Making you email support instead of letting you cancel on your own was a terrible friction point and we apologize for wasting your time. We've finally built self-serve cancellation directly into the dashboard so it's just a single click. If we haven't refunded you already, please reach out to [email protected] and we'll process it immediately. We’re always here if you ever want to give us another look :-) - Kennan (Founder)

Response from IconMay 17, 2026

Our deepest apologies for this. Getting locked out of your account is a terrible experience and should not have happened. Long story short, we had a serious bug during the trial-to-paid transition where some users couldn't get back in to manage their subscriptions. The access issue has since been fixed and we’ve added a clear, self-serve cancellation path so that cancellation will never be an issue. If we haven’t already, please reach out to [email protected] and we'll refund you in full and walk through what went wrong. We worked hard to make sure this never happens again :-) - Kennan (Founder)

Response from IconMay 17, 2026

Hey Ted, we are so sorry for this experience. To be honest, the AI tools we offered in 2025 simply weren't delivering the quality we promised. Since then, we've completely shifted away from the AI ad model. We now work with real human creators with human review throughout the creative process and the output has vastly improved. We gave you a terrible initial experience. If you're open to seeing what the product looks like now, I'd love to show you and make this right. Appreciate the honest feedback either way :-) - Kennan (Founder)

Response from IconMay 17, 2026

Régis, we are sincerely sorry for the disappointing experience. I can completely understand why you/team felt like this was a scam. To put it simply, our early billing flow failed to require explicit confirmation and our cancellation process itself was buggy. This is now fixed: we’ve added clearer billing confirmations before any charges and self-serve cancellation in the dashboard. We now make sure that our customers are fully aware of any plan changes + of their cancellation options. None of that undoes your bad experience and it's totally fair for you to be skeptical until we earn your trust back. If we owe you a refund, please reach out to [email protected] :-) - Kennan (Founder)

Response from IconMay 17, 2026

Alliance Connectivity, we are really sorry we left you feeling this way and we apologize for the frustrating experience. A lot of our issues stemmed from poor output quality as a result of depending too much on AI in our workflows. We’ve fixed this by adding a human in the loop; output quality has drastically improved. If you're open to sharing specifically what went wrong for you, please reach out to [email protected]. We'll process a full refund where appropriate and make things right. Appreciate the honest signal :-) - Kennan (Founder)