Marco Polo Plus FAQ

Frequently Asked Questions about Marco Polo Plus

What is Marco Polo Plus?

Marco Polo Plus is a membership plan that unlocks premium features, an elevated experience that includes more functionality, unlimited versions of free features and new, convenient ways to use the app, all designed to help you stay connected more effortlessly and joyously. 

Why are you charging now?

We’re in early days of testing, listening and learning with a very small rollout at this stage. We decided that the sustainable route to supporting the costs of a free video service for millions of people is to offer a premium subscription, since we don't believe selling ads or selling user data are good models.

We see clearly how Marco Polo - built to be good for you - is playing an important role in maintaining human connection through face-to-face relationships, which are critical to our ongoing mental and physical well-being. We understand the critical role we’re playing right now, and we take it seriously. We are committed to doing everything we can to make sure Marco Polo is free for millions of more people for decades to come.

We recognize that no one planned for what is happening around us in the world, and at a time when so many businesses, large and small, are making difficult decisions, we’re making one to ensure Marco Polo is sustainable and can be free for millions more people for decades to come.

What is the new free version of Marco Polo?

Currently, we're only rolling out the new product to a limited percentage  of our user base so we can test, iterate, learn and listen, and we’re going to continue doing that in the coming weeks. 

Our new free version of Marco Polo continues to provide unlimited ability to chat, with an unlimited number of contacts, and the unlimited ability to create groups. The core of what users have come to love about Marco Polo is unlimited and free.

How do the Plus Passes work?

Once your free trial ends and your subscription begins, you’ll find Plus Passes under Settings > Plus Subscription. You’ll receive 6 Plus Passes to give friends and family. The Plus Passes unlock 2 months free of the Marco Polo Plus experience. 

Click on Plus Passes and it will bring up a list of your friends and family current using the free version of Marco Polo. Select one contact, they will receive a notification of your gift (unless they are on Android, for now).

  • No credit card is required to receive a Plus Pass.
  • Plus Passes are available for monthly and annual subscription plans. 

If I don’t want Plus after my 7-day free trial, how can I cancel?

During the trial period on iOS, users can cancel via their Apple App Store account settings. (Settings > iTunes & App Store > [tap on Apple ID row at top] > View Apple ID > Subscriptions > Marco Polo > Cancel. Apple does not allow in-app cancelations, so you must use the App Store to cancel.

Does my auto-subscription auto-renew?

Yes. The process to turn off auto-renew is the same as noted above for not proceeding with the subscription after the trial period ends. Note: the only way to end a paid subscription immediately (and to potentially get a full or partial refund) is for the user to contact Apple support.

Will my contact using the free version see my custom emoji reactions and voice-only Polos?

Yes.

What are the custom emojis reactions available? Is it any of your emoji from your keyboard? 

In addition to 👍😀🧡that exist in Plus, there is now a space for you to add your favorite, giving you the ability to customize your reaction.

I want a refund. How do I do it?

Users can cancel via their App Store account settings. (Settings > iTunes & App Store > [tap on Apple ID row at top] > View Apple ID > Subscriptions > Marco Polo > Cancel. The only way to end a paid subscription immediately (and to potentially get a full or partial refund) is to contact Apple support: https://support.apple.com/billing.

When will Plus be available on Android? 

We are working on Marco Polo Plus for Android. Coming soon!

How much does Marco Polo Plus cost monthly/ yearly?

Marco Polo Plus membership plan is $9.99/month for the monthly plan or $5/month for the annual plan billed at $59.99.

How do the urgent notifications work?

Urgent notes get treated, well, urgently. That means a few things:

  • For the sender, it means that you’ll get a notification when the recipient views your note (if you have notifications turned on).
  • The recipient will receive a special notification that is marked urgent and stands out more from other notifications.

How does HD video work?

With this feature you can record special moments at high resolution and have them automatically saved to your phone in HD. The sender is able to save in HD, the recipient receives the Polo in higher quality video, but not in HD.

Questions about Free Marco Polo

How has my free app changed? 

Currently, we're only rolling out the new product to a limited percentage  of our user base so we can test, iterate, learn and listen, and we’re going to continue doing that in the coming weeks. 

Our new free version of Marco Polo continues to provide unlimited ability to chat, with an unlimited number of contacts, and the unlimited ability to create groups. The core of what users have come to love about Marco Polo is unlimited and free.

We understand that for our loyal users, change to a beloved app can be surprising. That’s why we're giving existing users the option to switch back to the original Marco Polo version. 

We are working to make Marco Polo sustainable so our core offering is available free for people for decades to come and we want to be as non-disruptive to the experience as possible. 

Will my Polos disappear if I don’t upgrade?

No! 

My friend on Android didn't pay but has more features. Why?

You’re welcome to revert to the “old” version of Marco Polo for the time being. 

How long will I be able to use the “old” version of Marco Polo?

We know our loyalists have come to rely on some of the old ways of Marco Polo, so people who joined Marco Polo before April 29, 2020 are welcome to switch back for a limited time. We will notify anyone still using the old version of Marco Polo in advance of any permanent transitions to new, free Marco Polo. 

Just go to Settings > Help & About Us > Switch Back to your old experience.

Tap here to learn how you can switch to your old Marco Polo version.

Questions about subscriptions purchased prior to the launch of Plus

Will my annual subscription renew at $29.99? 

The terms of the limited time promotion for the premium subscription prior to April 29, 2020 stated renewal increased to $99.99 after the first year. Though, existing subscribers will renew at the listed annual subscription price at the time of their renewal. You can switch plans (e.g. from monthly to annual in the app store). 

Did the storage/archiving change? 

No, any Marco Polo subscriber will have instant access to their entire Polo history. 

How has my subscription changed?

You now have all the benefits that come with Marco Polo Plus!

How can I get a refund?

Per Apple’s rules and regulations, the way to end a paid subscription immediately (and to potentially get a full or partial refund) is for the user to contact Apple support.

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