Crappy support and error plagued software. It fails repeatedly and the available support id nonexistent. Constant pressure to buy more crap that doesn't work read more

After leaving Lightroom, I tried every software program I could get my hands on. ON1 won the battl! I've been successfully using them for a few months. Then, I'm got locked out of my account. I wrote them on the website and Instagram. No response. I'm paid up on my subscription (see pics). I deleted and reinstalled, hoping it was a glitch. No luck! I did receive an automated response stating "We have received your request and a ticket has been created. Due to an extremely high volume of inquiries, our response time is currently extended to 3 business days. What? This is a big middle finger to my clients and I. 1 of 3 issues...either they are short staffed or they have a major software issue or both. This review is ongoing and will be updated accordingly. read more

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I tried to log in after receiving software. I got a message saying I was already logged in. Tried their chat bot which gave me a wide variety of responses having nothing to do with my query. No way to break through this impasse that I've found. I really wanted it to work ... Five Thumbs Down! read more

Customer support will not text me back. I cannot find a working phone number. I purchased on1 effect and have receipt but it says I have not purchased read more

This application is a total rip off and almost impossible to contac. I would like my money back but I can't find bottom contact them. Vera Yanez e.yanez@charter.net read more

UPDATE 3/29/23 - I have changed my review from 1 star to 3 because four months after my initial review (see below) and after seeing that review on another site, ON1 unexpectedly made things right with my licensing issue. The reason I did not change to 5 stars is because of the experience I initially had with tech support and how they handled the situation with a "too bad" attitude. The tech support rep didn't seem to care about resolving the actual issue to keep a long time customer. A poor review shouldn't be the reason to make things right, when it could have been handled before a review was even posted. ORIGINAL POST- 12/14/22 Had started using ON1 Photo and ON1 Photo Raw in its beta days (2016). Liked this software and decided to purchase it. It had been great for me, until the company decided to deactivate/expire my license in order to force me to upgrade to new version. The version I was using met all of my photography needs, I did not see a need to upgrade. Contacted support with absolutely no help, basically told me I qualify for a discounted upgrade price. This is how they treat longtime customers. read more

I tried to contact ON1 tech support. No numbers to be found. Then I contacted their Facebook page, which told me they will be right back. Days later, I still have not heard from them. Does this outfit even still exist? My ON1program went defunct and I need someone to fix it. VERY disappointed read more

As far as features go, I'd give ON1 Photo RAW at least 4 stars and probably 5. I am an Adobe Lightroom refugee who left when Adobe dropped their perpetual license product, forcing everyone to use their "cloud" products. I was specifically looking for a product and a company that respected and valued it's customers.... something that Adobe has NEVER done in the great many years that I was a customer. However.... purchased the product (ON1 Photo RAW) and found it extremely difficult to use. Even though a great many ON1 customers also migrated from LR, it was not an easy transition. And support was ZERO help. IF support even responded to my tickets, they were very slow (minimum 48 hours and even then they rarely actually responded to my issue. Usually they'd send me a link or two to info pages that were completely irrelevant to the question I was asking. It takes them 48 hours to send me a link when it's clear they never spent five seconds to actually read my question?!?!? On the other hand, they are about 2 for ten in even responding to tickets that I open. And there seems to be no escalation path to get senior support or support management involved when one of ON1's techs blows me off. Then there's the software itself which is VERY buggy. Crashes. Locks up, Often very slow even though I have a high end, quad core ASUS ROG computer with gobs of RAM and a high end video card. I keep seeing ON1 claiming that they've fixed these performance and reliability issues but I'm not seeing it as a user. The reason I'm writing this negative review after being a customer for ~ 6 months is that they recently released an "upgrade" that has some VERY serious problems. So much so that ON1 Photo RAW is effectively useless to me. Finally opened a ticket and got a support response that they were pushing out an "update" to the "upgrade"..... I had just checked minutes before I opened the support ticket and my software claimed to be up-to-date. The main reason for the one star review is due to ON1's miserable customer support and the fact that they weren't at all proactive about telling users that the upgrade broke the product. SQA should have never let the "upgrade" out the door. And once out in the wild, ON1 support management should have notified users immediately and included a roll-back downgrade to the previously functioning version. On the apps training video end and feature set, ON1 is great. On the support and devops end, they are worst of breed. NOTE: I have posted several very polite questions on FB asking for help from ON1 support. These posts were *IMMEDIATELY* deleted. So when the casual viewer sees wall-to-wall 5 star reviews for ON1, bear in mind that ON1 is *ACTIVELY* working to remove any reviews about them that aren't 5-stars. Including on Yelp... have a look at the "not recommended" reviews on here... most of them 100% legit reviewers and one star reviews. read more

I have paid ON1 TWICE for their "bundle" package...I cannot sign in, cannot figure out how to get the download to open and NOT ONE HUMAN is available through this company. I feel ripped off and cheated. Mollie P. read more

I tried to reach ON1 by calling their support telephone number. I got a constant busy signal and once I heard a recording that said the phone number was incorrect. So far, I rather like the program but I am very displeased with their customer support. I may ask for a refund. Big promotion sometimes produces big disappointments. read more

ON1 customer service is the worst in the industry hands down! I have been a professional photographer for over 25 years. I had several issues with the program in the time that I used it. The main thing was patches of noise showing up after running the program. It took over two weeks of back and forth emailing and they finally just stopped answering my emails about the issue and the issue was never fixed. I even pleaded for them to call me about the ongoing problem and they refused. Aside from that ordeal, the other times I have reached out for support, it took days to get a response, then if you have further questions, it takes several more days for a follow up response from them. After all the frustrations and inept support, I then bought and used Topaz. It is far and away a better product and their Customer Service support is amazing. They always respond back within a few hours.!!! The DeNoise in Topaz also functions way better than the ON1 program. I would not recommend ON1 to anyone!!! read more

After leaving Adobe because of their lies and pricing I looked at every post-processing product available on Macs. With 0n1 2020 I found what I was looking for. Fast, reliable, user-friendly, and full of functions others charge extra for they have proven to me to do software development correctly - under promise and over provide. Every other review for them is in 2017 and 2018 - 2 years old and really not relative. They should be deleted read more

I agree with the prior posts! Customer service is virtually non existent with this company. I tried to join their PRO membership and the system won't let me. I sent a request to customer service and they did respond but didn't address my questions, gave me a link for a discounted membership which expires in 2 days and it still didn't work. I sent an email back twice asking for help, tried to call and get nothing!!! If they can't get their own website to work and won't offer customer service so they can actually make money, why would you think their subscription and software would even work? They advertise to be a Professional site but I have been in Business for more than 25 years and you don't stay in business with out decent customer support! read more

I have been an ON1 Photo RAW Pro Subscriber Pro since 2018 and like many I switched from Adobe Products because their Subscription Prices are simply unrealistic and border on extortion. ON1 Photo RAW fills a need. It is far from a perfect product; but, the cost is well within reason. I will be honest though, I have never been offered a Military Discount by ON1 in the entire time that I have used them. It will be something that I will be checking into since I am a retiree. ON1 Photo RAW, now on the 2022.1 version, isn't for the faint at heart. It has a heck of a learning curve associated with it and the video tutorials do somewhat help to slay the beast a bit. You will still spend hours learning it regardless. The iPadOS version is very crippled in comparison and in general I do not recommend it since there is an added cloud cost to be able to move pre-work to your PC or Mac for final editing. It has never been worth the additional cost. ON1 relies heavily on the sale of video tutorials, filters, presets, LUTs, and textures which in and of themselves can be very expensive even during short sales periods. Member subscribers at the Pro level do not receive any discounts towards these. The Pro Level supposedly just provides preferential support (practically non-existent) upgrades to the next annual upgrade of Photo RAW without cost, and an open library of resources including textures, LUTs, Filters, Brushes, etc that are offered on a monthly basis. Sometimes these are just pared down versions of new tutorial offerings; but, a benefit is always a benefit if you are not charged for them. They have been helpful. As indicated by other reviewers, ON1 itself has terrible support and customer service. They do not even publish a corporate customer service or technical support phone number on their website, nor their physical address; but rest assured, the are headquartered in Portland, OR and they do have a number [(503) 968-1468]. Support is just about 100% through a ZenDesk support environment so you wind up sending mail via their web presentation that creates a support ticket. They have responded in a short period of time to my questions; but, their replies definitely have a tendency to demonstrate corporate arrogance and little respect towards their customers. My last bout with them was over the fact that I had purchased four of their AI tools in July 2020 and was expecting under the pro subscription that not only Photo RAW would be upgraded; but, the independent AI packages as well. I was blatantly told that the Pro Plan does not include these other packages despite the fact that their spiel on the advantages of a Pro Membership do elude to them also covering the add-ons. After investigating it a bit more by myself, it turns out that some of these are now incorporated in the Photo RAW 2022 product, but, there is still one elusive one hat I have not found. The user should also be prepared to invest in reader/cheater glasses as well. The toolbars along the sides and bottoms of the work window are way too small so it takes a while to learn where you need to navigate to at least on a Mac even at 2K resolution. I cannot imagine trying to use it at 4K, 5K, or 8K. If you are in the "window shopping" mode, you may also wish to checkout Serif's Affinity Photo, Designer, and Publishers. Like ON1, the Affinity Photo and Designer also run on iPadOS devices. I have found that they are a bit more usable than ON1 Photo RAW on an iPad Pro 12.9 inch. Moving work back and forth to a Mac is also easy and the user interfaces are about the same. Affinity Phot and Designer are much more realistic in pricing and their Video Workshops can be supported by separate Workbooks offered through Serif or Amazon.com. They are very handy. In most cases, I recommend Affinity Photo as a starting point for new users who desire to have more control over editing photos. It is cheaper, you own the software, it is updated through both the Mac and iPad/iPhone App Stores on a regular basis unlike ON1 Photo RAW. Then if a person feel confident ; but, still wants to delve more into editing do I recommend ON1 Photo RAW. my last recommendation is always Adobe products because of the exorbitant annual/monthly subscription cost and the bundling they do with their apps. I like Adobe; but, they like they always have, price themselves way into the commercial market and out of reach of us commoners. I hope this review helps in your decision process. read more

Don't waste your hard earned money folks. It's 2018 and still the same situation. Software that does not activate. When attempting to contact ON1....NOTHING. They always refer people to the ZenDesk on-line trouble shooting. I have tried everything on ZenDesk with no luck. My software still does not function. This company is trying to go head to head with Adobe Photoshop and Adobe Lightroom, however they are failing miserably. They obviously are under the impression that it's not necessary to have satisfactory customer service. Failing on their part. I paid my money and I want my software to function (if I could only activate it). Very disappointed. Buyers Beware, Fair-Warning. read more

Thankfully, my experience was quite different from those posted previously. I had a question today on activation of a previously purchased program that I had to re-install on a new OS. I contacted Support - their response was rapid, explanation crystal clear and problem solved in a very timely fashion. read more

This is a company driven by revenue generation only. They sell the benefits of their products very well. They are also very adept in sending emails for add-on products, that can be purchased to enhance the experience. Where this company lags, is in providing support for their products post purchase. I cannot use the product through its inability to resolve my email address. In order to use it, I have to uninstall the application, than reinstall it. This gives me a one time use only. There response to my emails are a "Rote" reply with troubleshooting that has nothing to do with my issue. I have asked via email for someone to contact me, with no response to those request. I have reached out to Craig Keudell & others on his team via Social Media, and they are silent. I guess money in is their only concern research your options, and look for reviews of the product you are thinking about purchasing. By default I have to select a "Star". I give them zero. Thanks, Craig. You're a real mensch. read more

So, they have stopped taking online support calls and only offer support via the web. Even if you have an emergency... you have to wait up to 24 hours to get a response. WTH? read more

Not sure what is happening with ON1 Support, but quite frankly it DOES NOT exist. I have been a loyal customer for several years however when I upgraded to ON1 Raw 2018 I could not activate the software. I have sent 5 support requests using their WEB site starting on 11/11/2017 and can not get a response from them. Forget the 24 hour promise. read more

Not only do they not take telephone calls, they have failed to respond three times to my email messages. BTW their automated reply when submitting an email request promises a reply within 24-48 hours. It's been days since I sent my first email, and I have received no reply. read more

I have had ON1 software for about 3 years. I have had 2 free upgrades and paid for the last. I have had to contact support twice. Each time the problem was resolved expediently. Although they don't have a telephone #, I have found they answer emails quickly. So far I have been happy with the company. read more