Sales impossible to reach [solved]

Pix4D Café
1

Title says it all, why is it so difficult to get hold on someone from sales? Our renwal is happening soon and need to adjust contract. Switch mapper to Matic……Sales nowehere to be found? email nor phone. Website request has never been a proper way to communicate from experience

2

Hi @Ben_Toebes,

Thank you for your message. I’m sorry to hear that you’re having troubles in getting in contact with our sales team.

Did you use this form?

When did you send your request?

Daniele

3

Friday 11 am and tried to call to your swiss number which doesnt work.

4

We just submited a website request. Email doesnt work and phone, hopefully the form will help us.

5

Hi @Ben_Toebes

The form (Pix4D - Contact us) is the best way to contact us.

I will get in touch directly with the person in charge, asking them to reach out to you directly.
You will be contacted in the next few days.

Thank you for undestanding.

Daniele

6

Hello,

Daniele thank you for your support, looking forward.

1 Like
7

Hello Daniele, we just got a mail that our license has expired and our data will be deleted in 7 days? We have been trying to contact you guys. Holidays are going to start and need to get this solved as soon as possible.

8

Hi @Ben_Toebes ,

Please ignore that email.

We experienced a technical malfunction of a scheduled task this morning. We are going to send a follow-up email explaining what exactly happened.

In the meantime, have you already been contacted by sales?

9

Hello Daniele, thank you for your time. Not yet.

10

Hi @Ben_Toebes,

Happy New Year 2026.

I see that you have been successfully contacted by my colleague Maxence.

Please let me know if there is anything else I can do to help.

11

Hello Daniele,

I was contacted by Maxence, and the discussion seemed fine. My last communication was on December 29 and January 5, 2026, when I accepted your/Pix4D’s offer. Since then, I haven’t received any update, and we are currently without a license. This recurring issue is frustrating and needs to be addressed.

We are long-term clients and always willing to renew contracts on time. Can we have a dedicated representative to avoid these interruptions in the future? Please confirm the next steps as soon as possible.

Best regards,

12

Hello @Ben_Toebes

Happy New Year 2026!

Thank you for your message and for explaining the situation. I’m sorry to hear that the communication is not as smooth as it should.

Maxence is already the representative for your geographic area. I contacted Maxence and asked him to reach out to you soon.

You should get an answer in the next few days. I will follow this up personally.

Thank you for understanding, and I apologize for the inconvenience.

Kind regards,
Daniele

13

Hi @Ben_Toebes,

I see that you are now in contact with my colleague Maxence.

Please let me know if there is anything else I can do to help.

Kind regards,
Daniele

14

Good luck. My subscription just went up 125%. work that one out. its like a Trump Tariff. I’m flogging a dead horse

15

Hi @shane,

Thank you for your message.

Please note that if you have:

  • an active Plan, the renewal price for 2026 will not increase.

  • an expired Plan and you want to reactivate it, the price for the same Plan will increase in 2026.

If you have a rental license, the price for the same rental license in 2026 will be increased

Generally speaking, the price increase will apply to new rentals, plans, and OTC licenses purchased on or after January 5, 2026.

More information on this article:

Please let me know if there is anything else I can do for you.

Daniele

16

Hi. I can 100% tell you my subscription has gone up 124.9% Happy to share the email trail from your sales team. By any chance is it not a increase but a Trump Tariff as that’s what it feels like. It’s criminal

17

Hi @shane ,

Thank you for your reply.

As mentioned earlier, active subscription plans are not affected by the price increase, as mentioned here:

If you are not sure if your license is a subscription plan, please check this other article:

I will not address specific cases in this Community thread, but we will be more than happy to clarify the situation in a personal conversation.

Please contact us here:

Kind regards,
Daniele

18

@shane

You can also contact me directly by hovering over my avatar and selecting “message”.

19

Hello Daniele,
More than a month forward still no license. Contact by mail takes like a week to get a response or a few days at least. That is just not acceptable, now we have a deadline….here we are without a license. We need this solved today or tomorrow.

20

Hi @Ben_Toebes

Thank you for the follow up. I agree that one month it is not acceptable.
I’m going to contact the sales team directly and asking to accelerate the response.

You can count on me to make sure you are getting a reply within 48h.

Thank you for understanding.