Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 15, 2026, I purchased a Foxit PDF Editor+ subscription that I understood to be monthly at $13.99 per month. Foxit claims that I agreed to a one-year contract billed monthly; I dispute that claim. The annual commitment was not clearly and conspicuously disclosed during enrollment. It was buried in terms accessible through hyperlinks rather than plainly presented at the point of purchase. I used the service during the first month and am willing to pay for that month. I subsequently requested cancellation and have not used the service since, but Foxit refuses to cancel the subscription and stop billing, insisting that I must pay for the remainder of the alleged annual term. My Apple Card issuer has reversed the last two months of charges, so I am not seeking a refund through this complaint. Although auto-renewal is turned off, the subscription remains active with an expiration date of June 15, 2027. I am requesting cancellation of the subscription, release from the disputed annual commitment, and written confirmation that no further charges will be made.

  Business Response

  Date: 10/08/2026

  Foxit Software appreciates the opportunity to respond to this complaint.
  After reviewing the customer's order (Order Number: REMOVED, we respectfully disagree with the assertion that the subscription terms were not clearly disclosed during the purchase process.
  At the time of checkout, the product was presented as an Annual Plan, Billed Monthly. The checkout page clearly displayed:
  "Annual plan, billed monthly"
  "Term: 12 months"
  The monthly charge of $13.99/month
  The annual committed cost of $167.88/year
  A prominent notice immediately above the order submission button stating:
  "By proceeding, you confirm that this plan constitutes a 12-month subscription commitment, billed monthly. Refunds are available within 14 days of the initial purchase (handling fee applies, see Refund Policy); cancellation thereafter will still result in the full annual fee being payable."
  This disclosure was displayed in a highlighted green box and was visible before the customer completed the purchase.
  REMOVED's subscription terms also provide a 14-day refund period from the initial purchase date. The customer did not request cancellation within this refund period. As a result, the subscription remained subject to the agreed 12-month commitment.
  The customer's account has already been configured with auto-renewal disabled, meaning the subscription will not automatically renew at the end of the current term.
  Because the purchase was made under a clearly disclosed annual commitment billed monthly, Foxit is unable to release the customer from the remaining contractual obligation or cancel the remaining balance of the subscription term.
  Foxit believes the subscription terms were adequately disclosed prior to purchase and that the account has been managed in accordance with the agreed purchase terms and our published subscription policies.

  Customer Answer

  Date: 10/08/2026

   
  Complaint: 25364438
  
  I do not consider this complaint resolved. Disabling auto-renewal does not address my request to cancel the current subscription and be released from the remaining charges.
  
  Foxits response describes disclosures it states appeared during checkout, but it does not provide documentation establishing what was displayed during my actual purchase of Order SB26A30585-E229. Please provide the checkout page or historical checkout version applicable to my transaction, the subscription and refund terms in effect on the purchase date, and any transaction-specific record supporting your assertion that the quoted annual-commitment notice was presented before I submitted the order.
  
  Please also identify the purchase date, the date Foxit recorded my first cancellation request, the current terms end date, and an itemized calculation of the remaining amount you claim is payable.
  
  My requested resolution remains cancellation of the current subscription and waiver of the remaining unpaid chargesnot merely disabling renewal for the following year. If Foxit maintains its refusal, please address the requested documentation rather than repeating a general description of its checkout process.
  
  Sincerely,
  
  REMOVEDSequoia

  Business Response

  Date: 10/13/2026

  Thank you for the opportunity to provide an additional response regarding Complaint ID REMOVEDfiled by REMOVEDSequoia.
  After further review of this matter, and as a goodwill exception to our standard subscription policy, Foxit has agreed to cancel the customer's active subscription and waive any remaining charges associated with the current subscription term.
  While our original position was based on the subscription terms accepted at the time of purchase, we recognize the customer's continued concerns and, in the interest of resolving this matter amicably, have elected to make an exception and honor the customer's requested resolution.
  As a result:
  The subscription has been canceled.
  Any remaining future charges associated with the current subscription commitment have been waived.
  The customer will not be billed further under this subscription.
  We believe this action fully addresses the customer's requested resolution and respectfully request that this complaint be considered resolved.
  Thank you for your assistance.

  Customer Answer

  Date: 10/14/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVEDSequoia

• Initial Complaint

  Date:07/28/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Be warned: if you turn off "auto renew", they will STILL charge you. REMOVEDwill NOT back you up and you will have to eat the charge. It's a basic PDF reader whose OCR function crashes your computer.

  Customer Answer

  Date: 07/28/2026

  Hi, my first name is "REMOVED" and my last name is "REMOVED".

• Initial Complaint

  Date:06/17/2026

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Urgent: Formal Complaint and Immediate Cancellation Request I am writing to formally lodge a complaint regarding my Foxit PDF Editor Plus subscription and to demand the immediate cancellation of all future recurring charges.Context of the Issue:Five months ago, I needed to sign and edit a single PDF document. I signed up for Foxit PDF Editor Plus under the explicit impression that I was purchasing a flexible, month-to-month plan. Instead, I was locked into an hidden annual commitment billed monthly.Steps Already Taken:Initial Use: I used the software exactly one time. I have not launched or utilized the software at all during the subsequent five months.Auto-Renewal Attempt: Upon noticing the ongoing monthly charges, I logged into my account and explicitly turned off "auto-renewal." Despite this, Foxit continued to charge my account.Customer Support Contact: I contacted REMOVEDcustomer support directly to cancel my order. The representative refused my request, stating that I was contractually committed to the full annual plan.Demand for Resolution:I have already paid for five months of a service I do not use. I am feeling completely misled by these predatory billing practices.While I am deeply dissatisfied with the five months of charges already taken, my immediate priority is to ensure that no further charges occur. I demand that Foxit cancel the remaining seven months of this contract immediately. I will not accept a refusal.If this issue is not resolved and confirmation of cancellation is not received within 48 hours, I will be forced to escalate this by filing a formal dispute with my financial institution for unauthorized recurring charges, as well as submitting reports to the Better Business Bureau (BBB) and the REMOVED(REMOVED) for deceptive subscription practices.Sincerely,Imran

  Business Response

  Date: 06/18/2026

  BBB Complaint Response ID REMOVED
  Dear BBB Representative and Mr. REMOVEDyou for the opportunity to respond to this complaint. We appreciate the customers feedback and would like to provide clarification based on our records.
  Subscription Details and Billing Terms
  The Foxit PDF Editor+ subscription associated with Order SBR26A08749-2606-8E4EF6 was originally purchased on February 17, 2026, as an annual subscription billed monthly.
  Under this subscription model, customers agree to a REMOVEDcommitment, with monthly payments offered for convenience. The term length and billing structure are clearly presented during the checkout process prior to purchase, and are also available within the customers REMOVEDaccount after purchase.
  Refund Policy
  Foxits refund policy allows refunds only if a cancellation request is submitted within 14 days of the original purchase date. As the request in this case was made well beyond that period, the charges already incurred are not eligible for refund.
  For reference: REMOVED
  Clarification on Auto-Renewal and Charges
  Turning off auto-renewal prevents the subscription from renewing for a new term, but it does not cancel the existing annual commitment.
  The charges billed to the customerincluding the disputed amountare part of the original 12-month subscription term ending February 17, 2027, and not a renewal beyond the agreed contract period. Accordingly, these charges were applied correctly and in accordance with the subscription agreement.
  Resolution Status
  We understand the customers concern and frustration. However, based on the agreed terms at the time of purchase, the subscription remains active through the end of the committed term and cannot be canceled mid-term.
  To ensure clarity moving forward:
  Auto-renewal has already been disabled, meaning no renewal will occur after the current term ends.
  No additional action is required from the customer to prevent renewal beyond the contract period.
  Closing
  Foxit remains committed to transparency and customer satisfaction. While we are unable to grant the requested billing adjustment or early cancellation, we have ensured that the subscription will not renew beyond its original term.
  We appreciate the opportunity to provide this clarification.
  Sincerely,
  Foxit Software Company
  REMOVED
  REMOVED

  Customer Answer

  Date: 06/18/2026

   
  Complaint: 24954825
  

  Thank you for your response.

  I acknowledge that the annual commitment may have been disclosed during the purchase process. In hindsight, I did not notice that detail at the time of purchase, and that is ultimately my mistake.

  However, I remain very dissatisfied, disappointed, and frustrated with this subscription model. When customers see a monthly charge, many naturally assume they are signing up for a month-to-month subscription. In my view, structuring an annual commitment as monthly payments creates confusion and feels like a predatory billing practice.

  While I understand that Foxit intends to continue charging the remaining monthly payments under the agreement, I have used the software only once and have not used it during the months since. I certainly will not be using it going forward.

  I have also seen that other customers have reported similar complaints and misunderstandings regarding this subscription model. That suggests my experience is not an isolated case.

  I remain disappointed with the outcome and with Foxit's unwillingness to offer any flexibility despite the circumstances. This experience has ensured that I will not purchase Foxit products in the future, and I will share my experience if asked about the software.

  Sincerely,

  Imran

  Business Response

  Date: 06/24/2026

  Dear BBB
  Thank you for your follow-up message regarding Complaint ID REMOVEDsubmitted by Mr. REMOVED.
  We appreciate the additional context shared by the customer and fully acknowledge his concerns regarding the subscription structure and the confusion between monthly billing and annual commitment. We understand how this may have led to frustration and a negative experience.
  In the interest of resolving this matter promptly and maintaining good customer relations, we have decided to make a one-time exception in this case. Mr. REMOVEDsubscription has been canceled effective immediately, and no further charges will be applied.
  We value customer feedback and take situations like this seriously.
  We hope this resolution demonstrates our commitment to customer satisfaction. Please let us know if any additional information is required.

  Customer Answer

  Date: 06/24/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

  Thank you for cancelling my subscription. I appreciate it. Thanks again! 

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:05/04/2026

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I work as a senior IT analyst for a real estate managetment company we have over 500 users here and we purchase our users desktop and laptop from REMOVEDin the process we purchase individual licenses for REMOVEDfor each computer so we have over 500 licenses now REMOVEDis push an unusual update out trying to force people to purchase a new license simply for an update all of the other updates roll out as usual without trying to foce a payment for an new license this is horrible serivce and why would you put out an update to basically double bill somone for something they already purchsed and like my self that managers so many users as a whole what company wants to repurchase licenses for that many people and why are they forcing anyone to purchase a new license simply for an update they made and as an admin here this causes nothing but caos and issues if a user clicks on this and then no longer has access to the pdf editior whihc is cruical to day to day work

  Business Response

  Date: 05/04/2026

  BBB Complaint ID: REMOVED
  Response on behalf of: Foxit Software Company
  Thank you for the opportunity to respond to this concern.
  Foxit Software takes customer feedback seriously, especially when it involves enterprise environments and business continuity. We appreciate the customer bringing this matter to our attention and would like to clarify the situation, as well as outline the steps already taken to address the concern.
  Summary of the Issue
  The complaint centers on update notifications prompting users to install a newer major version of Foxit PDF Editor, which then requires the purchase of a new license. This was perceived as an attempt to force repurchasing licenses for REMOVEDalready owned.
  Foxits Licensing & Update Policy
  The customer is using perpetual licenses for REMOVEDPDF Editor Version 13. Perpetual licenses grant the right to use the purchased major version indefinitely, including applicable minor security patches. However, major version upgrades (e.g., Version 13 to Version 14) require a new license. This is standard across the REMOVEDindustry and is not a double charge for the same product version.
  The Auto-Updater is designed to notify users when a new major release becomes available. While the notification includes an option to upgrade, it does not disable or remove access to the licensed version. Users remain fully entitled to continue using Version 13 without interruption.
  Actions Already Taken
  A senior escalation manager from Foxit Support engaged directly with the customer on May 4, 2026 (Case #REMOVED. In that communication, Foxit:
  Clearly explained the distinction between major version upgrades and minor/security updates
  Confirmed that the customers existing Version 13 licenses remain valid and usable
  Provided official guidance and documentation on disabling Auto-Update notifications via Group Policy (GPO) so that end users are not prompted to upgrade inadvertently
  Offered continued support to ensure updates are managed centrally by IT administrators without disrupting users
  Good-Faith Resolution
  Foxit is not forcing customers to repurchase licenses they already own. The update prompt reflects the availability of a new major version, which is optional and not required for continued use of the licensed product. We provide administrative controls specifically to prevent disruption in large enterprise deployments, and we have shared those controls with the customer.
  We remain committed to working collaboratively with the customer to ensure their environment operates smoothly and in accordance with their licensing terms. Our Support and Customer Success teams remain available for any further assistance or clarification needed.
  We believe this response demonstrates that Foxit acted in good faith, followed transparent licensing practices, and took reasonable and timely steps to address the customers concerns.

• Initial Complaint

  Date:04/23/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - purchased Foxit subscription in 2025, paid for a full year - turned OFF auto-renewal as instructed before contract ended in April 2026 - Foxit subscription was renewed without consent from customer - REMOVEDwas charged for April 2026 - REMOVEDrefused refund, despite claims of refunds within 14 days - no clear reason was given for no refund, 2 separate agents stated they will not help me with my refund while over the phone with customer service - requested a supervisor and manager over and over via customer service, CSR kept telling me none were available - CSR stated several times on the phone "no one else is here" when I asked for a superior - CSR stated they don't have the "ability" to transfer calls - Website makes it almost impossible to cancel on your own, customer is a CA resident - I received an email from REMOVEDstating my auto payments have stopped for Foxit, since I had turned off auto renewal (attached)- payments were restarted without my consent - CSR just wanted to argue and get me off the phone - Foxit subscription was cancelled, I just want what I'm owed

  Business Response

  Date: 04/24/2026

  Thank you for the opportunity to respond to this complaint. We appreciate the customers feedback and would like to clarify the situation based on our records to ensure full transparency.
  Subscription Details and Billing Terms
  The Foxit PDF Editor+ subscription was originally purchased on May 23, 2025 as an annual subscription billed monthly. Under this subscription type, the customer commits to a full REMOVEDterm, even though payments are collected monthly for convenience. This agreement and commitment are clearly stated at the time of purchase and within the customers REMOVEDaccount (documentation attached to this case).
  Per Foxits refund policy, refunds are only available if a cancellation request is submitted within 14 days of the original purchase date. After that period, charges associated with the committed term are not eligible for refund.
  Auto-Renewal and April 2026 Charge
  Turning off auto-renewal prevents the subscription from renewing for a new term, but it does not cancel the existing annual commitment. The charge of $13.99 in April 2026 was part of the original annual term ending May 23, 2026, not a renewal beyond the contract period. As such, this charge was valid and consistent with the subscription agreement.
  Customer Support Interaction and Resolution
  Our records show the customer contacted REMOVEDSupport on April 23, 2026, speaking with two separate agents. While a refund was not eligible under policy at that time, one of our agents made an exception and cancelled the subscription early to prevent any further charges.
  As a result:
  The subscription was terminated before the final month
  The customer was not charged for the last billing period, which would have run through May 23, 2026
  This early cancellation was a good-faith compromise, provided despite the customer being contractually committed to the full annual term.
  Communication Concerns
  We sincerely apologize if the information provided during the calls did not feel clear or empathetic. We understand how frustrating billing questions can be, and we regret if the customer felt unheard or dissatisfied with the communication experience. While our agents followed policy, we acknowledge that the situation could have been explained more thoughtfully.
  Final Position
  The April 2026 charge was valid under the original annual commitment
  The subscription was cancelled early as a courtesy, preventing further charges
  The customer received more relief than required under the contract terms
  No additional refund is owed based on the agreed subscription and policy
  We remain committed to transparency and customer care and are happy to continue reviewing any remaining questions directly with the customer.
  Thank you for allowing us the opportunity to respond.
  Foxit Software Customer Support Team

• Initial Complaint

  Date:02/11/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Although I have bought a foxit perpetual license, on my laptop I get an error message that my free version is no longer valid and there is no way I have found to enter my license number and be able to use the pdf program. REMOVED. I did try to contact foxit but the phone system just results in phone jail. So two days ago I called the sales team and they logged my complaint and wanted to switch me to a phone that would not be a person. The woman instead took the information and put a rush on it for a call back. NO CALL BACK. This has been occurring for at least two months. HELP get them to help me. Thanks.

  Business Response

  Date: 02/11/2026

  Dear BBB Representative,
  Im writing to summarize our outreach and resolution regarding REMOVEDcomplaint about being unable to use her perpetual Foxit license and receiving free version expired messaging.
  Timeline & REMOVEDPacific on February 11, 2026):
  2:07 PM Our Support Manager contacted Ms. REMOVEDby phone in response to her BBB escalation.
  2:092:12 PM REMOVEDpurchase of two perpetual licenses for Version 13, confirmed she has Version 13 installed.
  2:12 PM REMOVEDconsent, conducted a secure, time-bound AnyDesk remote support session to observe and remediate the behavior.
  Findings: The error was not due to licensing or forced upgrade. The root cause was PDFs opening via Chromes built-in viewer, combined with default app settings that were not set to Foxit, which led to confusion when attempting to open in Foxit after Chrome already intercepted the file.
  Resolution Steps Implemented:
  In Chrome settings, enabled Download PDFs / Always open in system viewer so PDFs are handed off to the REMOVEDrather than Chromes viewer.
  In Windows Default Apps, set Foxit PDF Editor as the default app for .pdf.
  Verified that sample PDFs now open directly in Foxit without error.
  Confirmed Foxit PDF Editor Version 13 is installed and running properly as a perpetual license; no upgrade is required.
  REMOVEDPM Tested end-to-end; PDFs now open reliably in Foxit without any license error messages.
  2:17 PM Ms. REMOVEDconfirmed she is up and running and stated she is happy to inform the BBB that she was contacted and that the issue has been resolved.
  Concluded the remote session and advised Ms. REMOVEDshe may remove AnyDesk if she wishes.
  Outcome:
  The issue has been successfully resolved. Ms. REMOVEDperpetual Foxit v13 license is active and functioning as expected.
  No charge or upgrade was required.
  Ms. REMOVEDexpressed satisfaction with the resolution.
  Desired Settlement:
  Resolved. No further action requested by the customer at this time.
  Please let me know if any additional documentation or confirmation is needed.

  Customer Answer

  Date: 02/11/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.  They called me quickly after the BBB complaint submission and provided the customer support I needed to actually be able to continue to use the perpetual license I had purchased.  Very Satisfied.  Thanks for your help BBB!
  
  Sincerely,
  
  Dot REMOVED

• Initial Complaint

  Date:01/21/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried out Foxit's paid version of the REMOVEDAugust 2025 to compare to REMOVED's REMOVED. I didn't find it performed at the same standards and after a few months (October, 2025) I decided to cancel the plan. I noticed I was still being charged a monthly fee of $11.87. In November I called and asked why am I being charged and the plan has been cancelled, as well as it was deactivated so I do not even have access to the software so I am being charged for what I can't even use? The response was it's an annual plan so I have to still pay for the year. I said I have never heard of such a thing, I have cancelled and have no access so I am requesting you stop charging me for a plan that was cancelled, you are charging for what I can't even use! The phone called ended in what I thought was a resolve and I was the receive a refund for November and stop being charged or so I was made to believe! They are still continuing to charge me every month regardless of the phone call to "customer service". I went online to remove my card as they have no further approval to use my card and there is no way to remove my card information, its completely barred! They have since set the plan back to active, and I just can't get out!!! This is an obvious and intentional trap!This can't be best practice? This can't even be legal? This is absolute theft! I would like them to stop charging me and refund me for all the months they charged me after the cancellation, please. Thank you.

  Business Response

  Date: 01/26/2026

  Thank you for the opportunity to respond to this complaint.
  After reviewing the customers account, we would like to clarify the subscription terms that were agreed to at the time of purchase. The customer enrolled in an Annual Plan billed monthly, not a month-to-month subscription. This commitment is clearly stated during checkout, directly above the Complete Order Now button.
  At the time of purchase, the customer was shown and acknowledged the following:
  Youre purchasing an Annual Plan billed monthly.
  A 12-month commitment billed monthly.
  Refunds available within 14 days of the initial purchase.
  These terms are also reiterated when a customer initiates cancellation. We have attached a screenshot showing the exact messaging displayed during the checkout process.
  While the customer canceled the subscription in October, this cancellation only stops the automatic renewal at the end of the annual term. It does not end the customers access or billing obligations during the remainder of the 12-month commitment period.
  Regarding access:
  When a customer cancels an Annual Plan, they retain full access to the subscription for the remainder of their yearly term. The customer should still have access through the end of their annual subscription. Monthly billing continues until the commitment period concludes, as disclosed at purchase.
  The customers statement that the subscription was set back to active appears to be a misunderstanding. The subscription remains active until the end of the annual cycle so the customer can continue using the product they purchased. This is expected behavior and does not indicate that the plan was reactivated or altered.
  We understand that subscription models differ across companies, and we always aim to be transparent. That is why the annual commitment and refund terms are displayed multiple times prior to purchase.
  Based on our policy and the terms the customer accepted, the charges after cancellation were valid and aligned with the annual contract. As the cancellation occurred outside of the 14-day refund period, we are unable to issue refunds.
  Additionally, we are contacting the customer directly to resolve the situation and ensure they have clear information about their subscription and access.

• Initial Complaint

  Date:11/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct REMOVED, I needed to edit some PDF files and as I had been using FoxIt PDF Reader for many years, I decided to use the more powerful PDF Editor. There was a banner in my existing app to access a 14-day free trial of PDF Editor, but during the course of my working with PDF files I couldn't locate it again, so I went to REMOVEDand downloaded the program from REMOVEDorder to use the program, I had to enter my credit card information and then choose a subscription, but nowhere was I offered a 14-day free trial. I was disappointed but needed to finish my project, so I decided to opt for the monthly billing plan with the intention of canceling after the first month. There was an Auto-renew button and I made sure that was set to disabled.On Nov 3, 2025, I was billed again and reached out to their customer support department on Case #REMOVED. I was then informed that they only have an annual plan and I had simply chosen the monthly billing option. The message also stated that the subscription could only be canceled within the first 7 days,I responded that I didn't understand why they would offer the option of monthly payments vs a full annual payment if the subscription also wasn't monthly. Since I was now past the normal cancelation window, I asked if they would be able to cancel the subscription for me as I was entitled to a 14-day free trial and all of my work was within that period.They then responded stating that they offer payment flexibility with options to pay upfront, or billed monthly, and that they were unable to cancel/refund the subscription according to the refund policy.While I now understand why I saw the two billing options, I am still dumbfounded that the *only* option for using this product is to subscribe for one year, and there is no way to cancel after the initial 7-day period.I am now appealing to the BBB to help me cancel this unintended and unwanted subscription.Thank you

  Business Response

  Date: 11/13/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or inconvenience caused by the subscription process.
  Our Support Manager, REMOVED, has reached out to the customer directly and explained our subscription policy in detail.
  As a gesture of goodwill, we have agreed to cancel the subscription and issue a full refund. The customer has been notified, and the refund is currently being processed.
  

  Customer Answer

  Date: 11/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Foxit software March of 2024. there is an auto renew feature that will automaticly renew the subscription every year. I did not want to renew the software in 2025 so I called customer support and was told it was disabled. my march credit card statment has a charge for renewal. I called several time to discuss it with Foxit, but after waiting in a queue for 10 minites it automatinly sends you to voice mail. I sent an email and got a reponse that they will not refund my money.

  Business Response

  Date: 04/24/2025

  In response to this issue, we have processed a prorated refund based on the date of your refund request. This means you will be reimbursed for the unused portion of the subscription period from the date of your complaint. Please find attached the receipt for this refund. The refunded amount should appear on your credit card statement within the next 5-7 business days.
  .
  
  Should you have any further questions or concerns, please do not hesitate to contact us directly.
  Thank you for your cooperation.
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against Foxit, PDF software.A pdf document received has a hyperlink showing the wrong info. Clicking the link goes to the wrong website. The hyperlink and info entered by the company issuing the pdf is correct.Another pdf reader displays the hyperlink correctly, and goes to the correct website.Reported the problem on 15 January 2025. They "can reproduce it and has reported to QA team for checking".I follow up every 2-3 weeks, as they don't contact me.3 Feb 2025 "it has been reported to R&D team for investigating and I'm still waiting for update. I've left comments to them and urged to update as soon as possible."26 Feb 2025 "I would like to extend my sincerest apologies for the inconvenience you have experienced due to the bug you reported. I want to assure you that your feedback has been communicated to the relevant department, and they are actively working on it. I am pleased to inform you that the issue has been thoroughly investigated, and the development team has outlined a detailed plan to resolve it. However, at this time, we do not have a specific timeframe for when the fix will be completed. I have been in regular communication with the team to expedite progress and ensure that this issue receives the attention it deserves. I will continue to monitor the situation closely and keep you updated with any new developments."You must laugh at the last sentence... "I will continue to monitor the situation closely and keep you updated with any new developments."NOT ONCE have I been updated.They admit it is a bug, but have no specific timeframe to fix it.Upon checking Foxit's website for any updates...Case N/A Opened 15/01/2025 Status Closed Case Number REMOVEDWrong Hyperlink shown The case has been Closed? Without my knowledge or them contacting REMOVED's not rocket science. Better go to the REMOVEDand be stranded for 6 months before being rescued, but I doubt the bug would be fixed by then.

  Business Response

  Date: 03/20/2025

  Dear REMOVED,
  Thank you for your patience and for bringing this issue to our attention. We sincerely apologize for the frustration and inconvenience caused by the prolonged delay and the lack of updates. Your feedback is invaluable to us, and we deeply regret not meeting your expectations in resolving this matter sooner.
  As mentioned earlier, our team has successfully replicated the issue and developed a fix. However, due to the complexity of the underlying code dependencies, integrating the solution requires updates across multiple systems. While our upcoming major release (Version REMOVED) is in its final testing phase and cannot accommodate changes at this stage, weve prioritized your case and are pleased to offer you early access to a beta build containing the fix.
  Beta Build Details:
  Download Link: REMOVED
  Expiration Date: 2025/3/26
  This beta build will allow you to test the solution ahead of the official release. The fix will also be fully integrated into Version REMOVED, which is targeted for release in mid-2025.
  Important Notes:
  This is an internal test version. Please do not share or distribute it externally.
  If you encounter any unexpected performance issues during testing, we recommend reverting to the current official release (v2024.4.1 or purchased version 9.7) as a precaution.
  Our team will prioritize resolving any new issues promptly.
  Regarding the case closure, we apologize for the confusion. Our system automatically closes cases after a certain period, but this is purely a technical placeholder. Rest assured, your issue remains a top priority, and weve manually created a new case to ensure continuous tracking and updates.
  We take full responsibility for the lack of proactive communication. While we hesitated to share vague updates, we recognize that this approach fell short of your expectations. Moving forward, we commit to providing you with regular updates on the progress of your case.
  Thank you again for your understanding and for your willingness to participate in the beta testing. If you have any questions or encounter any issues during testing, please dont hesitate to reach out. Were here to support you every step of the way.

  Sincerely,
  REMOVED
  Level 1 Support Team
  Customer Service Center
  Foxit Software Incorporated

  
  

  Customer Answer

  Date: 03/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23074585.

  A bug was reported, and has been fixed, though am now being forced to change to a newer product with an annual fee of HKD1,243.13. I understand products move on, but if it works, then why change.  The bug does not affect day to day work, but a product that offered a lifetime licence should be updated, without forcing a customer to start paying a subscription.  Yes, I have the use of a 1-year free subscription, though I am sure the annual fee will be increased after that and I will need to be pay annually, rather than the one-off lifetime fee.

  The lifetime licence was HKD$1,005.34, and is no longer a lifetime licence.  There should be a law against stating that something is lifetime, then take that lifetime licence away.  We are not talking about the lifetime of a an indestructible product.  It is software that will continue to run on future computers, and now that lifetime promise has been withdrawn.

  I shall use the free subscription, though when it runs out shall revert to the product bought and should last a lifetime.

  This resolution is not really satisfactory, but what can one do when the company changes their products and scraps lifetime licences.

  Sincerely,
  
  REMOVED