Complaints

This profile includes complaints for Bitly, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Bitly, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bitly, Inc.

  139 5th Ave Fl 5 New York, NY 10010-7111

• 

  Bitly, Inc.

  1644 Platte St Denver, CO 80202-2475

• 

  Bitly, Inc.

  111 Ellis St Fl 2 San Francisco, CA 94102-2109

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:05/10/2025

  Type:Billing 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.

  I am reeling from shock! I opened an account with ********************** some time ago and paid to upgrade to a Growth status account. Everything was going well until I was notified on April 9, 2025 of a charge that was not honored by my bank. That was because an unauthorized charge in my account had caused the bank to cancel that card and to issue another in its place. I contacted Bitly on that date and gave them the correct information for payment; I am attaching a PDF of that email. Today, I saw that I cannot log into that account and I have been reassigned to another account of a lower status with a different account name, so in effect, I have been blocked from the account that I have used for months on end with many links created through it! I don't know how this other account was created because I did not do it. I have recorded all the information about my original registration and I do not appreciate being bounced like this without warning or justification! I will attach a list of all the many links that I created through the account that I opened; I am insisting that the account be honored again and that I be allowed to continue using it because I paid for it!

• Initial Complaint

  Date:05/07/2025

  Type:Product 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.

  This company is trying to collect money from me for their service QR Code Generator Pro after I have rescinded my payment information and cancelled the service. I do not require the service any longer and feel taken advantage of for them not cancelling my service and still requesting money from me for a service to do not want to receive any longer. I would like the company to cancel the invoice they are requesting seeing as their product is no longer in use by me. It seems unfair for them to request money after they couldnt complete payment instead of cancellation on their end.

• Initial Complaint

  Date:05/05/2025

  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.

  Date of Transaction - April 28th, 2025 Amount of Money - $173.69 CAD The business offered to shorten URLs The nature of the dispute is that their advertising is misleading. I thought I was signing up for $10 a month subscription, which was in large text on the site, but I missed the small text that this was charged annually as $120USD. I did use one feature of the website before I realized what I had been charged. I immediately tried to end my subscription on April 29, 2025 (1 day later), but then saw they do not offer a refund.I contacted customer service and was told they do not offer refunds even if I cancel my subscription immediately. I asked if I could pay for the one month, but that is not a possibility. I saw the ad online at ******

  Customer Answer

  Date: 05/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *********
  
  
  
   
  
  

• Initial Complaint

  Date:05/02/2025

  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.

  I created a ** code with a free trial. When the free trial and that I upgraded my account so that the ** code would still be active. The ** code is still not active even though I am paying them to activate it. Their customer service AI bought refuses to let me speak to a real person and just keeps telling me the same answer over and over again. Then when I ask for it to send me to a real person, it says that there has been an error. They are refusing to work with me and give me what I am paying for. I need this ** code to be reactivated because it is already been printed and put on invitations that have been mailed out.

  Customer Answer

  Date: 05/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *********
  
  
  
   
  
  

• Initial Complaint

  Date:05/01/2025

  Type:Product 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.

  I used Bitly's QR Code generator as it was a top result in ******** search for "Free QR Code Generator" in addition to another service claiming it offered the same thing. After creating a QR, I received an email indicating that my QR codes would not be valid unless I paid a substantial amount to save them. Having already printed my Save the Dates, I needed to pay the sum or my guests would have faulty QR codes. Under the pressure to purchase these from misleading information, I accidentally purchased the wrong QR code. Within minutes, I contacted Bitly's "customer service" which guaranteed they would not issue a refund unless forced by law. While I understand my mistake, I also know my situation definitely warrants a refund if the company cares even the slightest about customer service. They do not, and also misuse ****** search as the product is indeed not what most people are casually looking for and not reading the fine print.

  Customer Answer

  Date: 05/26/2025

  At this time, I have been contacted directly by Bitly, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   The email I received back was:

  
  ***** ****** *** ** ***** ******* ***
  ** ****** 
   
  ***** *** *** ********** ** **** ********* *** ********
   
  ** ******** ** *** ***** ** ******** **** ******* ****** ** *********
   
  ** *********** *** ********* ******* ** **** ************ ** *** *** ** *** ******* ******* ****** *** *** ****** *** ********* ******* ****** **** ******* *** ****** ******* **************
   
  ***** ** *** ****** ** ***** * ****** ******* *** **** *** *** *********** * ******** *** ** **** ********* **** *** *** ****** *** ******** ****** **** ******** ****** ** ** ******* * ** ******* * ****** ********* 
  **** ************ **** ****** ****** ***** *** *** ** *** ********** *******
   
  *** ********** ********** ***** ********* ** ** ******* *** ******** ******* ***** ****** ***** *** **** *******
   
  **** *******
  **** * ** **** ********* *** ********

   

   

   To which I responded: 

  "Your terms of service do not apply to those who aren't using your service or were deceived into thinking it was free. You don't issue refunds because the company operates from foundational malpractice. The ability to refund is there, and trying to argue it is not speaks to your consent. I contend this issue is resolved on your end after this message, with no need for further communication.
  
  
  Thank you."

   

  I have not heard back since this email, though I still feel completely scammed.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  **** ******

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Bitly, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:04/30/2025

  Type:Billing 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.

  My original issue with QR Code Generator was that I was unable to confirm my purchase before submitting payment and I was charged for a full year when my intention was to pay for one month. After requesting a refund, I was told I wasn't going to receive one and did not hear anything back from the company after submitting another complaint. QR Code Generator has now deactivated my account access and I am now paying for a service I don't have access to, which is a crime, fraudulent and a scam. I want to report their business as well as get my money back ($129.47) for an account I no longer have access to, and no longer want to use. I canceled my subscription immediately upon realizing I was charged for a full year but still had access to my account at that time (purchase and cancelation was made on 3/29/2025). I no longer have access to my account, which means I cannot contact customer service with the company because the only way to do so it to log in, and I can't log in or change my password with a deactivated account. Even upon regaining access to my account, if that's something they would do, I want a complete refund and no longer wish to deal with a fraudulent company. I have attached a screenshot from when I had access to my account on 4/14/2025 showing the transaction history at the bottom and that I deactivated my plan, and another screenshot from today that showed my account was disabled, but their automated chat bot only assists with getting me to the log in screen and does not help reactivate my account so I have no way of conversing with the company. ******************************

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Bitly, Inc. regarding complaint ID ********. They have also locked me out of my account on numerous occasions over the last 2 months since charging me for a full year subscription I couldn't confirm purchase for. 

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

  
  

• Initial Complaint

  Date:04/29/2025

  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.

  Bitly offers a service for QR code generation that applies predatory business tactics. They offer a $10/month subscription for QR code generation, but bill it all at once (which is mentioned, but in small-print disclaimer only), do NOT offer refunds even if cancelled in the same day, and do not have any human customer support, only an AI chat bot.

  Customer Answer

  Date: 05/24/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Bitly, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ********* *******
  

• Initial Complaint

  Date:04/20/2025

  Type:Billing 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.

  I searched for a free QR code generator on ****** and this service appeared in the results. I generated the ** code and then was prompted to sign in. No where did it say by signing in I would be creating an account that would require payment. I printed the ** codes on invites and then received an email notification that my free trial has ended and would need to pay the subscription for the ** code to continue to work.

• Initial Complaint

  Date:04/16/2025

  Type:Product 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.

  QR Code Generator has collected nearly $200.00 for a subscription we did not approve. After seeking information via the chat bot, we received an email saying they are not willing to refund our company anything and that they sent an email 30 days prior to tell us the charge was upcoming.We have no record of an email telling us any collection was upcoming, and if we would have received one, we absolutely would've canceled the service because the client we were using the ** code for has no need for it, as their business closed after hurricane ****** totally flooded their space in ****************, *********, ** on September *****, 2024.

• Initial Complaint

  Date:04/06/2025

  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.

  There website says $10 a month. I signed up for that and was charged $120. And they are stating they cannot refund. Also, nothing on their website says its only a ************************************************ like at least half of my money back cause I will only need this for 6 months. Hints why I wanted the $10 month to month.