Vela | AI, optimization & more

**UPDATE after Vela’s public response:**

Vela’s response proves my point: instead of addressing the problem, Vela blames the user and publicly calls my review “blatant lies.”

Vela claims my listing count changed pricing tiers. That is simply not true. My shop has always stayed around 2,200 listings, below the 2,500 threshold, and my monthly price remained $23.95. If my listing count never crossed into a new pricing tier and my price never changed, what exactly was Vela repeatedly asking me to reconfirm or upgrade?

I even reconfirmed the same $23.95 plan, but Vela kept asking me again and I still could not access the platform. If the app repeatedly asks me to select or confirm a plan again and still won’t let me in, of course I would believe my subscription was no longer active. Instead, Vela kept charging me and now blames me for “failing to confirm.” That is Vela’s subscription-flow problem, not user error.

When I finally discovered the continued charges, my subscription was already paid through August 11. Yet on August 9, I still had no access. Justin refused to fix the access issue and simply repeated “no refund” while offering one free week.

If I cannot access the platform, even 100 free weeks are useless.

I have screenshots showing the inactive/inaccessible status, billing records, and screenshots of Shopify Support confirming that I was unable to access Vela during a paid period and advising me to open a formal case.

Vela can call me a liar, but it still has not answered one simple question:

Why was I charged for a service I could not access, while being repeatedly asked to confirm a price that never changed?

**Original review below.**

I have used Vela for many years. Unfortunately, my experience with Justin from customer service/developer has often been frustrating. Whenever there is a problem with the app, I feel that he tends to blame the user first instead of considering whether there may be an issue with the app or its design.

If you read some of the other poor reviews here, you will see that other users have complained about similar experiences.

I tolerated this for years, including the repeated price increases, but recently I had a much more serious billing issue.

I was continuously charged $23.95/month for Vela Lite, but repeatedly could not access my Shopify store and was shown a message telling me to select an “UPGRADE” plan again “to retain access.” I did not want to upgrade, so I stopped using Vela. Since I could no longer access my store, I naturally believed my subscription was no longer active.

Yesterday, I checked my billing and was shocked to discover that I had actually continued to be charged for almost six months.

Justin claimed this happened because my listing count changed pricing tiers, which required me to confirm a new price. However, my store had around 2,200 listings and remained within the same 1,000–2,500 listing tier that I was already paying $23.95 for. So I still do not understand what price change required an upgrade.

More importantly, whether I confirmed an upgrade or not does not explain why I could not access the service while Vela continued charging me every month.

My latest billing period was paid through August 11, yet on August 9 I still could not access my store. Justin refused to refund the months I was charged and did not clearly address these contradictions or restore my access.

How is it reasonable to continuously charge a customer for a subscription while they cannot access the service they are paying for?

I believe there is a serious problem with the way Vela handles subscription access and billing. What concerns me most is that if I had not noticed the charges myself, it appears the billing would have simply continued.

This experience made me feel extremely misled, and I think other Shopify sellers should be aware of it and carefully check their Vela billing.