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M3th0s

nvidia support convo

M3th0s
Nov 12th, 2024
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  1. Kenny: Hi, my name is Kenny. How may I help you?
  2. me: Hello Kenny. I'd like to check why my founders ultimate geforce now membership no longer shows founders? My account is in good standing and it's always been paid on time (last payment back in June)
  3. Kenny: Sorry for the inconvenience and please be assured that I will do my best to help you further.
  4. Kenny: What's the email address associated with your GFN account?
  5. me: (redacted email)
  6. Kenny: Thank you. Kindly allow me to verify this. In the meantime, could you please confirm if you notice any difference in the charges incurred? Are they the same as the Founders plan, or have they increased?
  7. me: Back in June 2023 you charged me £80.99, you're now charging me £89.99
  8. me: Besides I am keen to keep my founders benefits due to all the changes you guys are putting in place in terms of time cap per month
  9. me: Founders don't have those caps until 2026 as far as I understand
  10. me: So wanted to check my account is still a founders ultimate account
  11. me: Been with you since 2021!
  12. Kenny: I checked the 2 previous orders and here are my findings -
  13. Order Date: 12/3/23
  14. Order Number: redacted
  15. Order Total: £89.99
  16.  
  17. Order Date: 6/3/24
  18. Order Number: redacted
  19. Order Total: £89.99
  20. Kenny: Last 2 charges are same
  21. me: Ok, but can I check my account is still a "founders" account?
  22. me: I don't have that tag neither on the site nor the app
  23. me: Where I used to have it
  24. File attachment upload has started.
  25. The file Screenshot 2024-11-12 102936.png (10.68KB) was received.
  26. File attachment upload has started.
  27. The file Screenshot 2024-11-12 102948.png (18.17KB) was received.
  28. Kenny: On the Account portal, it does not specifically indicate “Founders,” but on our payment portal, your account is still listed as GeForce NOW Ultimate Founders Membership. As long as the charges remain the same, it will continue to be the Founders plan. The removal of the “Founders” designation could be attributed to marketing reasons.
  29. me: Is there any actual discount for a founders ultimate? What is the normal price of an ultimate sub?
  30. Kenny: As you can see here https://nvidia.custhelp.com/app/answers/detail/a_id/5486/kw/grandfather
  31. 6 Months Ultimate normal charge is £99 & Founders Ultimate 6 months is £89.99
  32. Kenny: So charges are accurate here
  33. me: Gotcha. Just annoying you can't actually see what tier you're on
  34. me: Anyway thanks for clarifying
  35. me: So in essence as long as the charge shows as "founders" that is the current tier I'm at correct?
  36. Kenny: That's right (redacted). also make sure that the charges are the same as mentioned for Founders in our KB article
  37. me: Will do
  38. me: Can you confirm that the current caps in place won't apply to my account till 2026?
  39. me: Monthly play caps that is
  40. Kenny: If a Founder upgrades to an Ultimate membership with the 10% discount, then that membership is subject to the current Ultimate terms, which after January 1, 2026 will include the 100 hour max playtime. Founders can upgrade to Ultimate and return to their prior Founders benefits at any time without penalty, as long as there is no lapse in their payments.
  41. me: I see, that makes sense. So in essence, the only benefits these days really for founders are the 10% discount for ultimate?
  42. me: Your founders benefits page is also gone
  43. me: Talking about this page here:
  44. https://www.nvidia.com/geforce-now/founders-benefits/
  45. Kenny: As long as you retain a healthy payment account, Founders will be active
  46. me: Understood. Any ideas what happened to that link?
  47. me: Are there no more founders benefits, per se?
  48. Kenny: The Founders offer was an introductory promotion at a reduced price. Those who opted in during the initial period can continue to enjoy the benefits of these reduced prices.
  49. me: Gotcha. It's sad to see those perks slowly going away over time. Unlimited time will be gone eventually unless you downgrade to priority founders, correct?
  50. Kenny: That's right. This change is mainly to ensure customers continue to receive low to no queue times and a high-quality experience every session, we have added a high monthly playtime max of 100 hours. This change will impact less than 6% of users and existing GeForce NOW paid members, as of December 31, 2024, will continue to enjoy unlimited playtime until their first billing cycle on or after January 1, 2026, as long as your Ppremium membership remains uninterrupted and in good standing. 6-month members will reset on the same day each month as their billing date, (e.g. February 4 billing date will reset on March 4, April 4 and so on).
  51. me: No worries. Thanks. And do pass on my feedback re:founders and the unlimited playtime
  52. me: Thanks again for your help!
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