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I am not able to reach anybody to resolve "Potential Violation of Terms of Use"

On Thursday, July 23rd, I received the following e-mail from Aidan Sullivan about a potential violation of terms of use on OnShape

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Dear Amar,


It has been brought to my attention that your use of Onshape may be in violation of our Terms of Use, found here. We believe you may be using Onshape's Educational plan for commercial use as you are the only EDU user at the institution you named, which you are labeled as the Head/ CEO "Aurora." The Educational plan is for educational use only.


To remedy this situation, Onshape suggests you to either give us a call at +34 932 29 51 53 to discuss the matter, or purchase a paid subscription to an Onshape plan (Onshape Professional, Standard, or Enterprise), by Tuesday, 28 July 2020. I have added [i took out the name] to this email. [They] can answer any questions you have about our plans, and point you in the right direction.


Should you choose to purchase a paid subscription plan, please log into your account and click on the Upgrade option in the lower left. 

 

If you believe you are not in violation of our Terms of Use, please contact us. If we do not hear from you within 3 business days (Tuesday, 28 July 2020), we shall assume you have chosen to have access to your Onshape account suspended.

 

Sincerely,

Aidan Sullivan

License Compliance Specialist

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I have no clue where the pulled the idea of me, a rising senior in high school, being a CEO, and on top of that using OnShape for commercial services when in fact I have used it for school and robotics projects under the Education Plan, and for hobbyist purposes under the standard free plan. If that was not enough, I was not even given a US number to call in order to resolve the issue. After a couple of days of searching the web, I found that another user had experienced this problem and was at least provided with a US number that seems to be a landline in MA. When I tried calling that number, 617-475-1256, I was simply greeted by a beep. I have tried contacting Aidan himself through email several times and have tried to contact several people at OnShape and PTC, yet not one of them has responded to me. I have been accused of something completely irrational (how is a student from NYC going to be the CEO of a whole company using OnShape for profit, and live in Spain while attending said school in NYC? given the fact that I was provided a number from Spain and the person who was carbon copied apparently handles comms about subscription plans for OnShape/PTC in Spain). 

I feel like I'm running around like a chicken without a head trying to find some way to come into contact with someone to resolve this issue at this point. If someone else has faced this, I would appreciate it if you could provide me with what worked for you in order to get into contact with someone and resolve the issue.

All the best,

Amar

Tagged:

Comments

  • NeilCookeNeilCooke Moderator, Onshape Employees Posts: 3,925
    edited July 2020
    Hi Amar,

    I am not involved in license compliance issues, but in our records it does indeed say you are Head/CEO of Aurora. It also says your number starts with 347 - a NYC area code - that has possibly been mistaken for +34 which is Spain, hence the confusion. It also names your FRC team, so I think this is just a misunderstanding for which I am truly sorry. Not sure where the Aurora CEO comes in though. I will email Aiden to let him know.

    Neil.

    EDIT: to prevent any further issues, please change your account email to your student email, not gmail as it currently stands. Go to My Account (top right) > Preferences > email - add a secondary email, validate it, then set it as your primary email.
    Director, Technical Services, EMEAI
  • amar_maksumićamar_maksumić Member Posts: 4 EDU
    Dear @NeilCooke

    Thank you for clearing up the situation. I extremely appreciate your help and I am sorry for any annoyance that this has caused. Is there any way for me to remove the label of "Head/CEO of Aurora?"

    Sincerely,

    Amar
  • NeilCookeNeilCooke Moderator, Onshape Employees Posts: 3,925
    If you change your email in the instructions above and ping me back will remove it.
    Director, Technical Services, EMEAI
  • amar_maksumićamar_maksumić Member Posts: 4 EDU
    edited July 2020
    Will do, thank you!

    EDIT: @NeilCooke , I have changed my primary email to my institution email
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