When “Premium” Stops Feeling Premium
At FnAround, we talk about the grind, the wins, the losses — and sometimes the stuff that just doesn’t sit right.
This isn’t a hit piece. It’s not a rage post. It’s a paying user walking through what happens when subscription clarity starts to blur. If you’ve ever paid for a dating app and wondered what exactly you’re getting for it, this one’s for you.
I’ve been an on-and-off paying subscriber to Chispa since August 2025. At first, it felt like most modern dating apps — just more culturally focused toward the Latin community. Familiar structure. Premium tiers. Boosts. Notes. Super Likes. Nothing groundbreaking, but functional.
The issues didn’t start with the concept.
They started with consistency.
Disappearing Paid Features
On November 26, immediately after my subscription bonuses refreshed, I attempted to use a Super Like. The app refreshed itself. When I checked my account, five Super Likes and three Notes were gone.
They weren’t used.
They weren’t pending.
They were simply missing.
I contacted support the same day. The first response was an automated cancellation guide — unrelated to the issue. When a human reply arrived, I was told there were no Super Likes or Notes purchased on my account.
But those features weren’t one-off purchases. They were included in my Platinum subscription.
That distinction matters.
Subscription benefits being treated as if they’re optional add-ons creates confusion about what’s actually being paid for.
Subscription Value — Mid-Cycle Changes
Platinum historically included:
• 5 Super Likes per week
• 3 Notes per week
• 1 Boost per month
After a major app update, Notes became more broadly available. That effectively reduced the exclusivity of one of the core features that differentiated the paid tier.
When I asked whether Platinum benefits had changed, I was told:
“We have not received any updates affecting Platinum plan subscribers.”
At the same time, one of the paid differentiators had functionally shifted.
Product updates are normal. Platforms evolve. But when a feature that once justified a higher tier becomes widely accessible, it’s reasonable to ask whether the subscription value has changed.
The answer should be clear.
It wasn’t.
The Boost That Exists — But Can’t Be Used
Platinum includes one Boost per month.
Currently:
• The Boost appears in my account.
• Attempting to activate it redirects to a purchase page.
• The included credit does not apply.
Support acknowledged a “technical issue” with Boost activation. Then it was resolved. Then it was still being worked on. Then it was resolved again.
If a subscription perk exists but cannot be executed, it isn’t a perk.
It’s a placeholder.
And recurring instability around paid features chips away at user confidence.
Messaging Friction in a Multilingual App
Chispa serves a culturally bilingual audience.
However, the messaging interface:
• Does not allow copying text.
• Does not allow selecting text.
• Does not allow easy external translation.
That means if you receive a message in another language, you must manually rewrite it to translate it.
Meanwhile, platforms like Tinder now detect language shifts automatically and offer built-in translation prompts.
In a multilingual dating environment, translation isn’t a luxury feature. It’s usability.
Removing even basic copy-and-paste functionality adds friction exactly where connection should feel easiest.
The Support Pattern
Across multiple tickets, a pattern emerged:
• Initial automated responses unrelated to the issue.
• Tier restatements instead of direct answers.
• Escalations to “technical” or “product” teams.
• Conflicting resolution updates.
• No acknowledgment of lost subscription value.
At one point, I had to explicitly ask whether I was speaking to a real person.
Customer support should reduce uncertainty. In this case, it amplified it.
The Larger Issue
Any one of these issues could be dismissed as a bug.
But collectively, they form a pattern:
• Paid features disappearing after refresh.
• Subscription benefits losing differentiation mid-cycle.
• Included perks that cannot be activated.
• Messaging limitations in a multilingual app.
• Template-heavy support loops.
When that happens, “Premium” stops feeling elevated.
It starts feeling uncertain.
And uncertainty is the opposite of what a subscription model depends on.
An Open Letter to Chispa Leadership
This isn’t written out of spite.
I’m still subscribed.
I want the platform to succeed. A culturally focused dating app has real value, especially in a community-driven space.
But premium should feel premium.
If subscription benefits evolve, communicate it clearly.
If features break, acknowledge it directly.
If value changes mid-cycle, address it transparently.
Users don’t expect perfection.
They expect clarity.
Trust is the real premium feature.
Protect that — and the rest becomes easier.--
Michael
