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In a long-awaited update to an ongoing issue, Rekordbox, the DJ software platform replied upon by thousands of Pioneer DJ and AlphaTheta users, has confirmed continued challenges with its subscription management system, but also reported some progress.
Note: There has now been a further update, too: More details here
Since late January, users have been unable to purchase, modify, or maintain their subscriptions due to a service cessation by Digital River, the payment service provider.
AlphaTheta, owners of Rekordbox, now says it has taken steps to manage the fallout from this payment system failure.
For those whose subscriptions were automatically cancelled, Rekordbox has extended their contract periods, hopefully ensuring uninterrupted access. Also the company reports that users can now cancel subscriptions once again (as of 17 February).
What Rekordbox subscribers should do next
- For subscribers maintaining current plans: No action is needed at this time. You can continue with your existing plan. Rekordbox says it will process unpaid fees once the payment system is back on track
- For subscribers wishing to cancel: If you’ve attempted to cancel your subscription since 25 January, you should verify the cancellation on the relevant cancellation pages:
- Core, Creative, Professional Plans: Cancel Subscription
- Cloud Option: Cancel Cloud Option
Note: Cancellations processed between 17 February and 16 March 2025 will not incur charges for service use after 25 January 2025, says the company – but cancellations made on or after 17 March will be billed for the unpaid period once the payment system is restored
- For new or modified subscriptions: At present, purchasing new subscriptions or altering existing ones remains impossible. Users are asked to remain patient as Rekordbox addresses the issue, with updates to be posted on their website
How Long?!
It’s hard to believe this situation was allowed to arise in the first place. It didn’t need much investigating to know Digital River was a risky partner – they’ve been in trouble since last summer. And can you think of any other business that would tolerate not being able to charge its customers for five weeks and counting?
While AlphaTheta has expressed its regret for the inconvenience and disruption to users, we share users’ frustrations, not least because we have several students of our Rekordbox Made Easy course reporting to us that they can’t upgrade to use the features we teach in that course!
So here’s hoping AlphaTheta gets its ducks in a row sooner rather than later to reinstate this – and, more importantly – learns the lessons from it.
Phil Morse
