How to File a Complaint with Hiver

Hiver complaints should start by identifying which product and account are involved. Hiver in Gmail, Hiver Omni, shared inboxes, AI features, payment processing, privacy requests, and account deletion are handled differently. A useful complaint names the account, product, plan, renewal date, user count, affected mailbox or channel, support ticket, and the exact action you want.

Hiver's current pricing page shows Free, Growth, Pro, and Elite plans, a 7-day free trial, and public pricing that varies by annual versus monthly billing. Hiver's Terms of Service say subscriptions renew automatically, subscription charges are generally due in advance, and subscription charges are non-refundable unless another written term applies.

Best Hiver Complaint Paths

If the issue involves Google Workspace or Microsoft access, include whether the problem started after a permission, OAuth, mailbox, or admin-policy change.

Step-by-Step: How to File a Hiver Complaint

What to Have Ready Before Contacting Hiver

For a shared inbox complaint, identify the mailbox or label and the user who assigned, replied, closed, or changed the conversation. For a billing complaint, identify the billing admin and the renewal date.

Pricing, Trial, and Plan Details to Check

Hiver's current public pricing page for Hiver Omni lists:

The page says a 7-day free trial gives access to the Elite plan. It says Hiver emails when the trial expires; if you do not continue, the account is suspended. It also says Hiver's sign-up flow has no credit card requirement for the trial/free plan.

Before filing a pricing complaint, check:

• Hiver in Gmail versus Hiver Omni
• annual versus monthly billing
• Free, Growth, Pro, or Elite plan
• active user count and invited user count
• order form, quote, or discount
• whether the disputed item is a subscription, AI feature, extra channel, or integration
• whether the account moved from a trial to a paid subscription

If an order form or sales quote exists, use that record as the source of truth for your complaint rather than only the public pricing page.

Billing, Cancellations, and Refund Review

Hiver's Terms of Service say the service is provided on a term-based paid subscription basis and renews automatically unless terminated under the terms. Subscription charges are due in full and payable in advance when you subscribe, and credit cards may be charged on subscription and renewal.

The terms say all subscription charges are non-refundable unless a specific service plan, order form, or the terms state otherwise. They also say no refunds are issued for partial use or non-use of the services.

For cancellation timing, the terms say either party may terminate at the end of the then-current subscription term by providing at least 30 days' written notice before the upcoming renewal date. If you terminate before the end of the current subscription term, the terms say unpaid subscription charges for the remainder of the term remain due unless Hiver agrees otherwise in writing or the termination follows Hiver's uncured material breach.

Use this table to frame the request:

For card payments, Hiver's privacy policy says card information is collected and processed directly by Stripe Checkout, and Hiver does not receive or store full credit card information.

Upgrades, Downgrades, and User Counts

Hiver's terms say upgrades and downgrades can happen within or between service plans. If you upgrade, the new subscription charges become immediately applicable and the current month can be prorated. If you downgrade, the new charges take effect only after the current subscription term ends.

For user-seat complaints, include:

Do not combine a product bug and a billing complaint unless the product bug directly caused the disputed charge.

Product, Sync, and AI Feature Complaints

Hiver's product pages describe Hiver in Gmail as a Gmail-native helpdesk and Hiver Omni as a dedicated omnichannel platform. The pricing page references AI Agents, AI Copilot, AI QA, AI Insights, omnichannel inboxes, live chat, knowledge base, customer portal, workflow automation, analytics, CSAT, integrations, ticketing, SLA, approvals, custom fields, and security/team-management features.

For product complaints, submit a reproducible case:

Hiver's terms say AI features may process and store content as necessary for functions such as summarization, automated categorization, response suggestions, and related enhancements. The terms also say Hiver will not use AI-processed content, including email content, for AI model training, advertising, or unrelated purposes beyond delivering and maintaining those AI features, except as required by law. If you do not want email content stored for AI processing, the terms say you can contact Hiver support to explore available options.

Data Export, Account Deletion, and Privacy Requests

Hiver's terms say account deletion can be requested through the admin panel in Hiver settings, and the support team will contact you to complete deletion. They also say you can submit a deletion request by writing to support@hiverhq.com.

The terms strongly recommend exporting all data before terminating the account. After account termination or free-trial expiration without subscription, Hiver says it keeps data for 14 days from the termination or expiration date, during which you can contact Hiver to export data. After that window, Hiver reserves the right to delete data in the normal course of operation, and deleted data cannot be recovered. The terms also say some content, data, information, or files may remain in backups for up to two months.

Hiver's privacy policy says:

• Hiver in Gmail shared-label and shared-mailbox emails are not stored on Hiver servers, except emails may stay on Hiver servers for up to 1 hour while being synced between Gmail accounts and are encrypted during temporary storage.
• Hiver Omni retains customer data for the duration of the customer account and deletes it on account closure, subject to backup schedules and legal obligations.
• Privacy and personal-data requests can be sent to privacy@hiverhq.com or support@hiverhq.com, depending on the request.
• Requests to access, change, or remove information are handled within 30 days.
• Hiver lists GDPR, SOC 2 Type II, ISO/IEC 27001, CCPA, and HIPAA compliance references on its pricing/security feature table.

For privacy requests, be specific about whether you are the Hiver customer/admin, an employee using a Hiver workspace, or a person whose message was handled by a company using Hiver.

When to Escalate Beyond Hiver

For payment disputes, keep the written packet concise: invoice, plan, renewal term, user count, cancellation request, Hiver response, and payment statement.

What to Say in a Hiver Complaint

Use this script:

"I need Hiver to review a complaint for [billing, renewal, cancellation, downgrade, user-seat count, Hiver in Gmail, Hiver Omni, AI feature, sync issue, data export, privacy request, security concern, or payment dispute]. The account email/admin is [email], the product is [Hiver in Gmail or Hiver Omni], and the plan is [Free, Growth, Pro, Elite, or order-form plan]. The relevant details are [invoice, renewal date, user count, mailbox, label, ticket, channel, AI feature, support case, export request, or privacy request]. I have attached [billing screenshot, invoice, payment statement, cancellation notice, user list, thread/ticket screenshot, status incident, export request, or support history]. I am requesting [cancellation confirmation, invoice correction, refund review, user-count correction, plan correction, AI setting review, data export, privacy response, or written billing decision]. Please confirm the next action in writing."

Helpful follow-up questions:

• "Which product is this account billed for, Hiver in Gmail or Hiver Omni?"
• "What subscription term and renewal date apply?"
• "Was a 30-day termination notice required before this renewal?"
• "What user count was used to calculate the invoice?"
• "Did this downgrade take effect immediately or at the end of the term?"
• "Can you provide the data export before the 14-day post-termination window ends?"
• "Is this AI feature using temporary or persistent content storage?"
• "Should this privacy request go to privacy@hiverhq.com or support@hiverhq.com?"

Let Pine AI Help File the Complaint

Frequently Asked Questions

Sources Checked

• Hiver Pricing, checked June 28, 2026: https://hiverhq.com/pricing
• Hiver Omni Pricing, checked June 28, 2026: https://hiverhq.com/pricing/hiver-omni
• Hiver Contact Us, checked June 28, 2026: https://hiverhq.com/contact-us
• Hiver Terms of Service, checked June 28, 2026: https://hiverhq.com/terms
• Hiver Privacy Policy, checked June 28, 2026: https://hiverhq.com/privacy-policy
• Hiver Third Party Subprocessors, checked June 28, 2026: https://hiverhq.com/third-party-subprocessors
• Hiver Status, checked June 28, 2026: https://status.hiverhq.com/
• CFPB, How do I dispute a charge on my credit card bill, checked June 28, 2026: https://www.consumerfinance.gov/ask-cfpb/how-do-i-dispute-a-charge-on-my-credit-card-bill-en-61/
• FTC Consumer Advice, Using Credit Cards and Disputing Charges, checked June 28, 2026: https://consumer.ftc.gov/articles/using-credit-cards-and-disputing-charges