LiveChatReviews of livechatinc.com

8 years as a customer, but after this experience, I have had enough. I have been a LiveChat customer for more then 8 years. We use the service to communicate directly with visitors to our website, and we have paid for the service faithfully for all these years. Unfortunately, there are now two issues that have left me extremely disappointed. 1. A chat app that has been regularly freezing for more than a year The app regularly freezes completely in the middle of an active conversation with a customer. I can no longer respond and have to force-close the app and restart it, hoping that the customer on the other end is still there. For a company that relies on LiveChat professionally for customer service and potential bookings, this is simply unacceptable and highly unprofessional. A basic functionality such as this should just work reliably. What I find particularly difficult to understand is that this problem has been going on for more than a year without an adequate solution. 2. An automatic renewal without any prior reminder. After 8 years as a customer, I had decided not to renew my annual subscription. To be honest, I assumed I would receive a reminder or notification before another annual payment was taken. I consider that a perfectly reasonable expectation, especially from a company that **operates entirely online and provides its services digitally**. Instead, the first notification I received was from my bank informing me that the annual subscription for 2027 had already been automatically charged. I immediately contacted LiveChat — on the very same day the payment was made — and asked them to refund the amount and cancel the renewal. That turned out to be impossible. I understand that LiveChat may be able to rely on the wording of its terms and conditions. Legally, they may well be within their rights. But as an 8-year customer, I find this attitude extremely disappointing. There is also such a thing as the spirit of a customer relationship. When a loyal customer contacts you on the very same day an automatic renewal takes place, clearly stating that they do not wish to continue and asking for the payment to be reversed, I would expect a professional company to show at least some degree of goodwill and customer care. For me, therefore, this is not just about the money. It is about how you treat a customer who has been with you for eight years. A company that automatically charges an annual subscription without a prior reminder and then shows no flexibility whatsoever when a long-standing customer contacts them on the very same day does not exactly give me the impression that the customer relationship matters. After eight years, I am genuinely disappointed. My conclusion: LiveChat has not only disappointed me as a software provider, but, more importantly, as a partner in a long-term customer relationship. After eight years as a customer, I honestly expected better treatment. Tom G

Everything felt poorly organized and not very professional.

The product itself is decent, but the billing practices are confusing and concerning. Most companies send invoices in advance, but LiveChat processes the payment first and only sends the invoice afterward. For example, I was charged $15 on 2/12, then another charge occurred on 3/1, which was unexpected. When I contacted support to request a refund, I was told I had violated their Terms of Service by having multiple accounts under the same email address. This was surprising, especially since their system allowed it. I was unaware of any additional accounts, as password reset attempts consistently failed—leading me to believe the account no longer existed. Overall, the lack of transparency around billing and account management was frustrating. Buyers should proceed with caution, as these issues may explain the company’s low review ratings.

You cannot cancel your subscription or remove "Payment card". I searched for a quarter of an hour until I was able to contact technical support. This is very ridiculous. I feel as if the subscription is important like a prison, you cannot get out of it easily.

“LiveChat literally stole my money! My first credit card was declined, so I paid with a second one. Later I discovered they also charged my first card—meaning I paid the same invoice twice. Their system shows only one invoice, and they keep blaming me while asking for proof they themselves cannot provide. I submitted a signed PDF from my bank, and they STILL haven’t refunded me. This company is dishonest and untrustworthy. Save yourself the headache and use another provider!”

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I paid for this live chat service for years and it has consistently failed to work properly. The system disconnects on its own without any warning, incoming client chat requests are not notified, and messages are missed entirely. As a result, both we and our clients were left frustrated and dissatisfied. The software is unreliable, outdated in its logic, and poorly designed. It behaves differently depending on whether it is used via browser or mobile, with absurd functional limits for a paid professional service. Managing it is laborious and pointless. It provides no benefit to client support and actively damages it. Despite these ongoing failures, payments were taken regularly. I never received proper assistance or meaningful technical support, despite repeated problems over time. The service never matched what was promised or reasonably expected. We have cancelled our account and are waiting for a refund. This service wasted time, money, and caused continuous operational stress. I strongly advise avoiding it.