Graphisofts Invoicing system broke. Then said back pay us NOW or we stop your business operating.

[solidconcept]

I had a call from Central innovation (Graphisofts NZ reseller) this morning.
They said I had 10 Invoices unpaid, and that if I didn't pay within a day or so, Graphisoft will cancel our office subscription and effectively cripple our business. This was the first I heard about it.......

Why I didn't know.
I said I'd been receiving automated invoice payment confirmation emails for the same 10 months to my main email which is associated with the account. (screenshot below).



Where it went wrong for me.
Central innovation said these automated payment emails were in error and that the actual invoices were sent to another email. One I hadn't used in years for an old business. An email which hasn't been listed on my account for some time.

If you're wondering why I didn't pick this up on the accounting side at my end?
I don't have access or manage the business accounts in my office. So just took the confirmation emails I was receiving as everything as a-ok.

Why did this happen?
Central innovation said the reason for issues was due to graphisofts invoicing partner being switched over to "fast spring". Which happened around Feb 2025.

How many are effected?
I asked if anyone else in NZ was in the same boat and I was told, "Yes there are quite a few. Some aren't paying, but Graphisoft are cutting everyone off at the knees".

Now what?
So now I have 7-8k [edit 13k] to find & pay in 24 hours, or risk losing the ability to produce the documentation which brings in money to pay the bills. Which is a real kick in the pants considering the last 3 weeks of the year are some of the busiest.

Is anyone else in the same boat?
I've contacted both Central Innovation (who said pay or else) and have now touched base with Graphisoft, with no response as of yet.

Now I'm posting here to see if someone can get in touch & work through this, so I can keep our small office working and meeting all of the looming deadlines leading up until christmas.

Any help, comments or thoughts appreciated.

[Nikolett Tassel]

Hi Anthony,

Thank you for bringing this to our attention, and I’m sorry for the inconvenience this has caused.

Until January 2025, Digital River was our payment provider in the Graphisoft Store. During 2025, we switched to a new provider, FastSpring, which now handles tax calculation, payments, and invoicing.

Because of this transition, billing was temporarily paused from January 2025. Subscriptions were still renewed normally, so you could keep working, but the invoices for those renewals were issued later once the new system was active.

In your case, the invoices were unfortunately sent to an outdated email address, which is why you didn’t receive them earlier. Please reach out to our Purchase Support team (go to Support Site, and select Graphisoft Store purchase, Invoice&Billing category) so we can update the email on your account and help you resolve this issue as quickly as possible. 

[solidconcept]

Thanks, Nikolett.

I've touched base to get this sorted with a high priority. Hopefully someone reaches out soon.
Are the "Notice of Automatic Subscription Renewal" &  "Subscription Purchase Confirmation" emails I've still been receiving for the last 10 months from "noreply@graphisoft.com" coming from digital river?

How do stop these if they are not true and correct?

Thanks for reaching out.
Anthony.

[solidconcept]

Afternoon Nikolett.

Unfortunately, I Still haven't heard back from anyone via the support ticket I lodged yesterday morning (30 odd hours ago).
But I can confirm the bulk of the invoices have been paid.

The problem we have now is that fast spring won't let us make any payments on the remaining invoices.
We're not sure why, we've contacted our credit card provider and they said there is nothing wrong on our end.

Can you or someone please get in touch to help ensure that come monday we won't be left hanging in demo mode please?

[solidconcept]

Having been using ArchiCAD since v9. I don't think I've ever had this many issues with Graphisoft.
Wish we'd never gone with the subscriptions.

[solidconcept · Accepted solution]

Just an update for anyone curious.

1. Graphisoft kindly didn't cut us off.

2. They also extended the due dates on the invoices to Jan 26.

3. We've been able to pay all but one invoice.

4. "Fastspring" hasn't allowed us to pay all the invoices at once, We've been trying to pay each day.
Seems like there is a daily cap on payments fastspring can receive from the same client. Consequently it's taken almost a week of trying to get this sorted.

5. I probably sent 5 messages to every 1 reply I got from Graphisoft support. Although I did notice action in the background via the changes in the automated emails. Meaning someone was doing something during this time.

6. Local re-sellers seem to be relatively helpless in terms of getting things sorted. Was easier for us to go directly to Graphisoft. Even with point 4 noted above.

7. We ultimately never lost the ability to complete our work.

8.  The time cost on our end to get this sorted has been annoyingly expensive.
Not looking for rebates or perks, just worth noting that I've had to spend a few extra bucks on accountants and dye to hide the few extra grey hairs I sprouted over the last week or so. #lessonslearned.

My Conclusions from this experience.
- Make sure the subscription details are up to date and correct, regularly.
- The support system is big & slow, so act with urgency when required and reach out asap.
- Automated emails aren't always updated automatically. So if they look wrong, they probably are.
- Consider building a PC which runs Windows XP along with an old version of "ArchiCAD Start Edition 2013" that you own and have a dongle for. Just incase things go real fubar. #kiddingnotkidding.