r/SEMrush

I started a Semrush One Pro+ trial last month and an "Advertising Toolkit" trial was also added (I got no email confirmation on that, was not aware). Both trials ended on the same day and I got billed with $299 and $219.

Upon seeing the charge, I immediately cancelled and asked for a refund within minutes.

Support denied my request. I provided more details and they didn't respond to it, just kept sending templated answers.

The email they sent me when the trial started was just a receipt for a $0 payment (on Semrush One Pro+ only). No end date, nothing about what I'd be charged, nothing about how to cancel before it happened.

I'm in California, and California law requires companies to send you an acknowledgment that spells out renewal terms, what you'll be charged, and how to cancel (§ 17602(a)(3) and AB 2863). I asked Semrush support about it and they just keep sending me templated responses.

I've used Semrush at two different jobs over the past decade and honestly I'm strongly reconsidering ever using them again, given how awful their support has been, it's been crazy.

Has anyone actually gotten a decision flipped? How do you get them to answer your questions?

u/semrush

Semrush tells you that your brand appears in 30% of the AI responses you track.

How do you know if that's good, though?

It is difficult to know without comparing:

Which competitors appear more often
Which prompts they consistently win
How each company is described
Which sources support those recommendations
Whether visibility differs across AI platforms

AI visibility is most useful as a relative measure.

Instead of focusing only on one overall percentage, take your ten most commercially important prompts and record:

Whether your brand appears
Which competitors appear
Where each brand appears in the answer
How the brands are positioned
Which third-party sources are cited

That comparison usually reveals much clearer priorities than an isolated score.

Pick your top AI visibility challenge and get help from an expert in Spotlight’s Mastermind sessions, 50-min small-group roundtables. One full-day event in London on October 13.

Which competitive AI visibility metric have you found most useful?

To cancel a subscription with a company worth $105 Billion

Missed the end of my Semrush trial by a few minutes, got charged $518, denied twice. Has anyone had this reversed?

Your AI visibility score needs competitive context