Why force users to start free trial and why sign-up multiple times?

Problem to solve

Sing-up process forces me to start a free-trial and asks a company name. I am signing-up for personal use.

Steps to reproduce

Just sign-up GitLab selecting the free-tier (On firefox - April 2024).

Extra


Dude, this service is just too complicated. I would like to use GitLab for personal projects, but the website forces me to start a free trial and provide a company name. I am not signing up for a company. Why do you force me :slight_smile: ? If you want free trial to be consumed as soon as possible, just don’t offer it.

Secondly, why would I sign-up 3(three) times for GitLab repo, forums and support, separately? Wouldn’t it be possible to activate the other accounts lazily using the sign-up information for the repo.

I don’t know why you are up to. Could you explain what I am missing?

I would like to use GitLab for personal projects, but the website forces me to start a free trial and provide a company name.

Sorry for any confusion. It sounds like you’re trying to sign up for an account using the free trial form, which is not necessary. :thinking:

You should be able to sign up for an account without a free trial or company name here: https://gitlab.com/users/sign_up

Secondly, why would I sign-up 3(three) times for GitLab repo, forums and support, separately? Wouldn’t it be possible to activate the other accounts lazily using the sign-up information for the repo.

Once you have a gitlab.com account, you should also be able to click the “Sign Up” and use your GitLab.com account to log-in to forum.gitlab.com

GitLab Support (outside of the forum) is not available for Free tier members or Free trial users.


Thank you for your reply. I had to start the free trial as there was no way to skip it:

resim

It might be a Firefox issue, because I have seen websites being rendered differently on Chrome and Firefox. Anyway, is it possible to rewind the free-trial as this was not my intention from the beginning?

By the way, I think that “with GitLab” button should have been on top to pull attention and have been designed similar to the GitHub button not to confuse the user. I wonder what percent of “GitLab forum” users come from GitHub that GitHub button is on top and signUp is not automatized with the same credentials.

How did you even end up on the page that you show?

If you just want to use GitLab.com, click “Sign in” on the front page, and “Register now” on the login page that appears when you do that.

If you want to install GitLab, click “Resources/Install” on the front page,

There are plenty of links that will lead to the page for starting a free trial of the ultimate version. I guess they (and you can discuss the morality of that) hope a lot of people will end up paying (they have to make money), either because:

  1. the terms say something about when you have to cancel and they hope people miss that (check!)
  2. people come to rely on features that cost money (the first bite is free)
    I find both tactics despicable.

I am pretty sure I did not click on a link or something to start the free trial. I was just following the classical register process and ended up on that page. Maybe it happened when I was starting a new project. It might be a Firefox issue, too. The funny thing is that the page forces me to enter a company name as an individual :slight_smile:
Also I expected GitLab to be more professional. No concrete solution or explanation in 24 hours…

This is a community forum, there is no SLA. You get a response as and when people reply. You should be happy that people here gave up their time to reply to you. If you expect a quicker response, you buy support :slight_smile:

The “classical registration process” you mention does not force you to enable a trial. You registered in the wrong place - plain and simple. It doesn’t happen when you create a new project, and it’s not a browser problem.

1 Like

Dude, I tried to contact GitLab support but they dont reply to free accounts. This is where the support page suggests me to check. Additionally, I am not complaining about GitLab forum members.

You say, you should pay to get support. But the issue I seek support is not about a paid service, it is about the free action of registering. What do you expect me to do? Whom to ask?

After your last paragraph, I opened another account with your method. This time trial was not activated. But I think I found the issue.

When you try to register by free-tier option on this page, it automatically starts your free trial:


So, what is your opinion on such design? After ending up on the page above, It is possible for a user to think GitLab is not free anymore for indefinite amount time, right?

But you shouldn’t need to do any registration.

And why did you even go to “pricing”? And it only starts the registration for a free trial if you select “GitLab.com” in the “bar” (the one that also allows you to select “Self Managed” and “Dedicated”) above the tiers (it’s the default choice, so overlooking it has the same effect.

When you’ve gone to “pricing” I find it okay that the presented options all cost something (either money or a “free” registration), especially as there’s still a simple “Sign in” option in the top right corner.

I think I was directed by Google search to “pricing” page. It is your logic to assume there should always be some cost at “pricing” page. Not all websites are designed like that. In my opinion it would be more consistent if free option and free sign up were designed the same.