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:06/01/2025

  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.

  Suddenly Ive lost the ability to log into my Evernote account; *** sent a request for assistance to their help desk, but I have received no response.Very important data is on this lost account, and I am grieved by my inability to retrieve it.I am a paying Evernote customer, and deserve a better experience.

  Business Response

  Date: 06/03/2025

  Hello there,
  Upon reviewing our records, we found that the most recent support request tied to the email address ********************** was filed in 2023.
  There is indeed an Evernote account associated with that email address.
  Could you please confirm if this is the account you are trying to access? Additionally, could you let us know specifically what issue youre experiencing when trying to log in (e.g., error messages, inability to reset the password, etc.)? This information will help us investigate and assist you more effectively.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23403382
  
  I am rejecting this response because: I remain unable to access my Evernote account, and have lost all data it contains; the business has not given me the steps to recover the account, and I am no better off than when I first filed the complaint.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 06/10/2025

  Hello,
  Wed like to help you resolve this issue, but in order to proceed, we need some additional information:
  - Please provide us with the email address linked to the Evernote account you are trying to access. The email address used here for the BBB complaint is not tied to any recent customer support ticket.
  - If you have a ticket number from our support team, please share that as well.
  In cases like this, its highly likely that you may have accessed the wrong Evernote account, which could appear empty if your notes are in a different account.
  Once we have the correct email address and ticket number, well be able to investigate and help you recover your data.

• Initial Complaint

  Date:05/27/2025

  Type:Customer Service 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 have tried to cancel the subscription to Evernote. I tried and failed last year, so today I was determined to finally cancel the subscription and ask for a refund. The company does not have a customer service phone number. I went to the Evernote web page to find out the prices I needed to follow to accomplish these tasks. It took me almost two hours to fill out and submit the form. Evernote purposely makes cancellation and refund requests purposely obtuse in order to discourage cancellation and refund.

  Business Response

  Date: 06/03/2025

  Hello,
  For canceling a subscription, users can autonomously handle this process by following the steps outlined in our help center article How to Cancel Your Evernote Subscription: **********************************************************************************************************************************************************
  Regarding refund requests, users can create a ticket using our contact form (*************************************************************) under the Accounts and Subscriptions category, selecting "I'd like to request a refund." We see that you submitted a request on May 27th. We're pleased to confirm that your refund was promptly approved and issued immediately.
  Best regards,
  

• Initial Complaint

  Date:05/12/2025

  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 have been a customer of ******************** since they began. On March 12 2025 I paid Evernote through ***** $121.54. On my mac in ** I can not sign in-they want an upgrade to what I paid already.They have no # to call, & I can not use my mac. I DO NOT OWE THEM AN UPGRADE.

  Business Response

  Date: 05/14/2025

  Weve reviewed the Evernote account associated with the email address ************************ and our records show that this account is currently on the Free plan. Free Evernote accounts can only sync to one device at a time.
  Its possible that the payment of $121.54 made through ***** on March 12, 2025, is associated with a different Evernote account.
  Wed be happy to investigate this further. Since Evernote does not offer phone support, the best way for the customer to receive personalized assistance is by submitting a support request here: *************************************************************

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23318111
  
  I am rejecting this response because:  I paid for Evernote. (see below)
  Receipt
  March 12, 2025
  Order *************
  *********************
  Apple Account:************************
  
  Evernote - Notes Organizer
  Evernote Premium (Annual)
  Renews March 13, 2026
  $113.99
  Billing and Payment
  ***** ******-******
  *******************
  *******************-6639
  *************
  Subtotal
  $113.99
  Tax
  $7.55
  Visa 1381 (Apple Pay)
  $121.54
  
  
  Sincerely,
  
  ***** ******-******

  Business Response

  Date: 05/15/2025

  Hello,

  Thanks for providing more details. This confirms that there are at least two different Evernote accounts.
  
  The first Evernote account is associated with the ********************************* email address. This account is Free, so if you attempt to log into multiple devices with this account, it's expected to see the paywall that invites to upgrade the subscription.
  
  A second Evernote account is associated with the ************************ email address. This account is on a Personal subscription, paid via iTunes, and can log into multiple devices.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23318111
  
  I am rejecting this response because:

  i only sign in to ************************

  Evernote has no idea what they are talking about & no service telephone # to call. 
  
  Sincerely,
  
  ***** ******-******

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23318111
  
  I am rejecting this response because:

  Complaint: 23318111
  
  I am rejecting this response because:

  i only sign in to ************************

  Evernote has no idea what they are talking about & no service telephone # to call. 
  
  Sincerely,
  
  ***** ******-******

  
  
  Sincerely,
  
  ***** ******-******

• Initial Complaint

  Date:05/08/2025

  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 have been unable to log into my account and their system is a nightmare. I have used their "Contact Us" system an multiple occasions and they have NEVER gotten back to me or resolved my issue at their end.I finally contacted my ******************* and was able to successfully dispute 4 months of charges and eliminate EverNote's ability to submit a charge.

  Business Response

  Date: 05/13/2025

  Hello,
  We are unable to find any Evernote account associated with the *********************** email address. Additionally we can't find any customer support ticket linked to the *********************** email address.
  If you could share with us the email address linked to the Evernote account or used to create the customer support ticket, or the ticket number, we could verify what happened.
  In general, tickets initially receive an automatic email that mentions the most common troubleshooting steps. If these steps do not resolve the issue, the email also states that you just need to reply to the email to get in touch with a customer support agent. Thank you for your collaboration.

• Initial Complaint

  Date:04/30/2025

  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 cam get in to my account no access and it's a free acvount. I cam get access to my information and you habe no one to reach and tgeyvare not responding

  Business Response

  Date: 05/08/2025

  Hi *****,

  Thanks for reaching out to Evernote Support. We're sorry to hear about the issue you've experienced.

  We've reached back out in the ticket you opened on May 1, to make sure we fully understand your situation so we can help you as best as possible. Are you saying:
  1. Youre unable to access your account, and you believe it should be a free account?
  or
  2. You can access your account, but it shows as a free plan when you believe you should have an active subscription?

  Please note that our email also includes further instructions on how to access a Free account; as well as some questions that would help us locate your subscription, if instead you're dealing with the second scenario.

  Kindly reply to our support email so we can get to the bottom of this for you!

  Best,

  Evernote Support

• Initial Complaint

  Date:04/23/2025

  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.

  I have used the free version of Evernote for years. In December 2024 I received a notice that my renewal was not received. Further research told me that they now only allow one device on a free account. In past years it was 3 devices. I submitted payment of $77.99 to "renew" my account for 3 devices. When I renewed, I used my current primary email of *************** I still was unable to get into my account. I contacted them the ONLY way possible, through a customer service ticket request in the app. The support ticket asked for all emails. I listed the two that I have: ************** as well as ******************* They replied that I had opened a new account because I did not use the same email I originally opened the account with (**************). They said they were unable to transfer my payment from one account to the other. They instructed me to request a refund for the *** account and send payment for the ***** account. I did that. They refunded the first payment. But even after they received the second payment, I am still locked out of both accounts. I only need/want the oldest account with the most files, which they have told me is the ***** account. I sent them a certified letter with return receipt, enclosing proof of both payments and the one refund. Their "office address" turned out to be a PO box, so my letter is either still sitting there, or they did not send me the return receipt. Now I am locked out of the app for both email accounts and they have not responded to my last email, sent to them in March, explaining that I cannot access either account. I requested either access to my oldest account or a refund. I PREFER ACCESS TO MY FILES! At this point, I have no way to reach Evernote. I hope you can help, otherwise I am out $77.99 and all the files I have stored there for probably 10 years or more. Below I selected "Delivery" as desired settlement, meaning delivery/access to my account and files. Thank you for any help.

  Business Response

  Date: 04/30/2025

  Hi *******,

  On March 19, 2025, we sent you an explanation regarding the refund issued for your primary Evernote account ***********************************, as well as instructions on how to request a refund for your secondary account *********************, in Evernote support ticket #*******. Since then, we haven't received a response from you.
   
  If you still need assistance with obtaining a refund, canceling the auto-renewal, and downgrading your account ********************* to Free, please let me know by responding to Evernote support ticket #*******. Id be happy to help and can process it on your behalf.
   
  I'm sorry to hear you're having trouble logging into both accounts. To better understand the issue and provide effective support, could you please share the following:
   - A detailed description of the issue you're experiencing (e.g., any error messages?)
   - A screenshot or screen recording showing the issue
   
  These details will help us better assess the problem and assist you further. Thank you for your cooperation, and I look forward to hearing from you.
   
  Kind regards,

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23243641
  
  I am rejecting this response because:

  From: **************************************************
  To: ****************************************************************************************************************************************************
  Sent: 4/30/2025 1:50:43 PM Central Daylight Time
  Subject: Fwd: 3rd message today for---Fwd: # *******

  Here is yet another piece of the puzzle.  I found this yesterday in my Gmail.  I hope maybe this will help you sort out what I am trying to do.  

   

  Screen shot of Gmail cancellation by Evernote:

   

   

  

  
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:04/18/2025

  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.

  I signed up for Evernote and attempted to delete the account on the same day that it was downloaded (4/7/2025). I did not receive any introductory emails or communications when I signed up, so I did not think it odd that I didnt receive communication when I cancelled my subscription. The next week, I was charged $211.99, which is more than any of the plan prices listed on the company website. At that point, I attempted to cancel again and deleted my account. I am unable to reach the business because my account was deleted, so I cannot sign in to submit a ticket or pursue a refund. I have disputed the charge with my credit card company but have not been successful reaching the business to dispute this charge.

  Business Response

  Date: 04/23/2025

  Hello,

  Please note that our our Account deletion article and the Privacy form used to submit deletion requests highlight the requirement that subscriptions be canceled prior to deleting the account. This step wasn't performed.

  Weve gone ahead and processed a full refund as requested, of which we have notified the user.

  We confirm that the account is currently in the process of being permanently deleted and no further charges will be incurred.

   

  
   
  
  

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:03/07/2025

  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.

  Evernote exhibits subscription policies that are unethical; Ive been requesting to cancel a subscription and have been charged monthly for the past 6+ months.The company offers no method to cancel the subscription.

  Business Response

  Date: 03/11/2025

  Hello *******,

  
  Thank you for reaching out regarding your subscription concerns. After reviewing our records, I was able to locate the two support tickets you previously submitted.

  
  It appears that you did not receive further assistance with your subscription cancellation because the automated replies to your requests included instructions on how to proceed for additional support. Unfortunately, as those steps were not followed, your case did not progress beyond the initial automated response.

  
  Regarding your request for a refund, I see that your first request to cancel and refund the subscription was submitted on October 26, while the monthly subscription was renewed on October 4. As per our refund policy, cancellations must be requested within 2 days for monthly payments and within 60 days for annual payments. Because your request fell outside this window, we are unable to refund the October charge. However, I have refunded the past five months of charges and canceled your subscription effective immediately.

  
  Additionally, I want to clarify that the subscription in question was tied to a different email address: ch**ie.e*el@o*******. I have partially obscured the domain name for security and privacy reasons.

  
  I appreciate your understanding, and I apologize for any frustration this has caused. If you have any further questions, please feel free to reach out.

  Best regards,

  Evernote Customer Support

• Initial Complaint

  Date:02/09/2025

  Type:Customer Service 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 was charged on January 31 for a service I did not want. I cannot reach out to customer service by phone, email, or online chat. The original account is deleted, and there is no way for me to delete an unwanted subscription. I did not want to on this page and complain, but I am hoping this will help me resolve the issue.

  Business Response

  Date: 02/13/2025

  Hi there, 
  
  Thanks for reaching out.
  
  Ive gone ahead and processed your refund as per your request. The funds will be available to you in accordance with the policies of your financial institution. It may take longer if your bank is located outside of ******************
  
  Please note that our Account deletion article and the Privacy form used to submit deletion requests highlight the requirement that subscriptions be canceled prior to deleting the account.
  
  If you need further assistance, please don't hesitate to get back in touch!
  
  Wishing you a lovely day,

• Initial Complaint

  Date:02/06/2025

  Type:Customer Service 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.

  Evernote is a program that stores data. About 3 weeks ago it stopped working. All i get when I try to get on is several different colored objects swirling on the screen. Evernote has no published phone number and they won't call you. I have sent several emails to their customer service and i get either no response or cut and paste responses. They asked for a screen shot. I sent it several times and asked what does it mean. I got no response. I have the paid version of Evernote and expect some customer service.I need my data. I assume it is on the cloud somewhere

  Business Response

  Date: 02/07/2025

  We appreciate the opportunity to respond to this complaint.
  The user initially reached out to our support team regarding an account access issue. From the provided screenshot, it appeared that they were trying to log in via a mobile web browser. Our team responded with a clear explanation that Evernote Web is not optimized for mobile browsers and advised the user to download the ******************** mobile app for the best experience. We also requested additional troubleshooting details, including device information and activity logs, in case the issue persisted. However, the user did not reply to our request for further information.

  
  We want to assure both the user and the ******************** that we are happy to continue troubleshooting and resolve the technical issue. To do so, we need the user to confirm whether the error occurs in a mobile browser or within the Evernote app. If they are experiencing the issue in the app, we kindly request their activity logs so we can investigate further.

  
  Additionally, we can confirm that we replied to the users ticket and provided instructions for next steps.

  
  Regarding the payment dispute mentioned in the complaint, wed like to clarify that the transaction in question occurred in October and falls outside of Evernotes refund policy.

  
  Best regards,