Great tool, mature product, huge misstep
I've been a loyal Encharge user for years and have generally loved the product for its power and flexibility. However, 2025 saw a major operational misstep during what I believe was a new process hand-off, and it shook my confidence.
My account was first paused over suspicions of sending cold campaigns (which is not my practice- they flagged BreakCold leads, another appsumo tool, based on the name). After agreeing to clear things up, support accidentally deleted all my leads—contacts I’d grown over years from legit sources: website visitors, clients, LinkedIn, etc. I never authorized these deletions and suddenly lost vital data without being warned. To their credit, support provided a backup restoration of my contacts, but when my account was finally reinstated, a segment trigger was missed by support, causing all my contacts (including those just restored) to receive unintended marketing flows—effectively spamming my entire list. This was deeply embarrassing and potentially damaging. While support reacted quickly to stop the flows once I noticed, their new process clearly failed both technical safeguards and communication protocols.
I do want to highlight that support was responsive throughout, and they did make good faith attempts to solve the issues as they unfolded. But this sequence—account pause, mass deletion without consent, partial restoration, and then a bulk send error—should never happen for a SaaS CRM. The stress of nearly losing my list and then mistakenly emailing everyone makes it hard to rate higher. With all that said, I’m sticking around, hoping management stability improves, but until there’s more reliability, I can only recommend with caution.
David_Encharge
May 5, 2025Hey Alex — really appreciate you taking the time to write this up. Your review is tough, but fair, and we take every word seriously.
What happened with your account was unacceptable. The pause, the unintended deletions, and especially the unintended email flow — that’s a chain of errors no one should ever experience with a CRM tool. You didn’t just lose trust; you almost lost your list. That’s on us.
We’re not going to minimize it. This didn’t happen in the distant past — this happened during a sensitive moment in our operations, and we’re still actively working through some of those transitions. As the new owners of Encharge, we’ve been focused on keeping the platform strong and rolling out improvements, but this showed us that we also need tighter internal safeguards — especially around support actions that impact live data and customer comms.
To be fully transparent: we’ve already started implementing better checks to prevent anything like this from happening again. That includes safeguards for deletions, flow triggers after restoration, and how we handle account reviews.
We’re grateful you’re still here. You’ve been with us for years, and the last thing we want is to take that for granted. We’re not brushing this off — we’re fixing it, learning from it, and doing the work to make Encharge more reliable moving forward.
Thanks again for holding us accountable.
– David & Team Encharge