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Solved Advanced package renewal

Post by JaneDoe April 24th 2021, 9:41 pm

Hi my package expired. It was for a year. I renewed an advanced package including removal of ads for members and guests on a monthly paypal subscription. It still shows as being on the free package. I have checked paypay and the subscription is set up.

How long will it be until it takes effect please?

Right now obviously my domain address is also not being used as well as the adverts.

Thanks


Last edited by JaneDoe on April 30th 2021, 12:08 pm; edited 1 time in total
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Solved Re: Advanced package renewal

Post by skouliki April 24th 2021, 10:43 pm

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Solved Re: Advanced package renewal

Post by JaneDoe April 24th 2021, 11:15 pm


It mentions a warning message. I have nothing. It hasn't acknowledged my payment and subscription at all.
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Solved Re: Advanced package renewal

Post by Ape April 25th 2021, 12:43 am

Hello @JaneDoe When your package is renewed it can take longer when using paypal as the data needs to be sent over to us. This is a basic text to our system to confirm the payment is made.

Right now our head office is closed for the weekend so we can't ask our team to look in to this for you.

My advice is let 24hrs for this to take affect and if it's still not done by Sunday let us know and we can make a ticket to our head office to see if there is a problem.

I am sorry for any delay.

Regards.

Ape.


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Solved Re: Advanced package renewal

Post by JaneDoe April 25th 2021, 9:30 am

@Ape wrote:Hello @JaneDoe When your package is renewed it can take longer when using paypal as the data needs to be sent over to us. This is a basic text to our system to confirm the payment is made.

Right now our head office is closed for the weekend so we can't ask our team to look in to this for you.

My advice is let 24hrs for this to take affect and if it's still not done by Sunday let us know and we can make a ticket to our head office to see if there is a problem.

I am sorry for any delay.

Regards.

Ape.

Hi @Ape thanks for the reply. As of checking my forum a moment ago. There's still no acknowledgement of my payment or premium package. Just states am on the free package. It will even let me order again. I haven't of course, lol.

To make sure I have rechecked paypal and it shows a payment of £8.50 to Agestra and shows as an automatic payment with the next due on 24th May.

I understand the office is closed at the weekend and can't be looked at until Monday. I will keep checking my forum and let you know if it resolves itself before then.

I appreciate your help and look forward to it being fixed

Thanks Jane
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Solved Re: Advanced package renewal

Post by Ape April 25th 2021, 3:16 pm

Hello @JaneDoe Thank you for letting me know if you could send me the following info by PM only
  • URL of your forum.
  • Screen shot of payment on paypal making sure you hide any info of your account.
  • Email address of witch you made your forum with.

I will make a ticket today and send it online to our head office in hope they will deal with it monday some time.

Best regards.

Ape.


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Solved Re: Advanced package renewal

Post by SLGray April 25th 2021, 8:16 pm

Since it was on the 24th which was Saturday, it could be that it will not be completed  until Monday or Tuesday.  I mean the transaction.


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Solved Re: Advanced package renewal

Post by JaneDoe April 25th 2021, 8:56 pm

@SLGray wrote:Since it was on the 24th which was Saturday, it could be that it will not be completed  until Monday or Tuesday.  I mean the transaction.

Okay thanks @SLGray I would have expected it to be automatic. These days there shouldn't be a delay due the weekend. Most things work on an automated system I think. Office hours shouldn't be important. If it is capable of taking the payment it seems strange the rest of the transaction does not follow naturally. But I understand what you are saying.
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Solved Re: Advanced package renewal

Post by JaneDoe April 25th 2021, 8:58 pm

@Ape wrote:Hello @JaneDoe Thank you for letting me know if you could send me the following info by PM only
  • URL of your forum.
  • Screen shot of payment on paypal making sure you hide any info of your account.
  • Email address of witch you made your forum with.

I will make a ticket today and send it online to our head office in hope they will deal with it monday some time.

Best regards.

Ape.

Thanks @Ape Just to confirm it still hasn't updated from the free package when I checked 5 minutes ago.

Edited to add: Apologies for double post. Just remembered your rules. I can't see where to delete this post and merge it to my other one. Sorry.
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Solved Re: Advanced package renewal

Post by SLGray April 25th 2021, 9:01 pm

Send me the information by PM.

P.S.  Please use the multi-quote so you will not be double posting.


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Solved Re: Advanced package renewal

Post by JaneDoe April 25th 2021, 9:03 pm

@SLGray wrote:Send me the information by PM.

P.S.  Please use the multi-quote so you will not be double posting.

Please see my comment in the edited to add bit in my last post. Thanks.

Not sure what info to send @SLGray
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Solved Re: Advanced package renewal

Post by Ape April 25th 2021, 9:30 pm

Please PM me or SLGray with this
URL of your forum.
Screen shot of payment on paypal making sure you hide any info of your account.
Email address of witch you made your forum with.

But only one of us for the PM not both.


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Solved Re: Advanced package renewal

Post by JaneDoe April 26th 2021, 10:10 am

@Ape wrote:Please PM me or SLGray with this
URL of your forum.
Screen shot of payment on paypal making sure you hide any info of your account.
Email address of witch you made your forum with.

But only one of us  for the PM not both.

Thank you both Ape and SLGray  Very Happy

I have sent a PM to you @Ape with the requested info.

Thanks
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Solved Re: Advanced package renewal

Post by Ape April 26th 2021, 4:25 pm

Your PM has been received with thanks.
Please read our forum rules: ESF General Rules
I have made a ticket for you.
04.26.2021 At 15:25:12


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Solved Re: Advanced package renewal

Post by JaneDoe April 26th 2021, 5:56 pm

@Ape wrote:
Your PM has been received with thanks.
Please read our forum rules: ESF General Rules
I have made a ticket for you.
04.26.2021 At 15:25:12

Thanks @Ape I appreciate that Very Happy
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Solved Re: Advanced package renewal

Post by JaneDoe April 27th 2021, 2:30 pm

Any update yet? Still no change on my forum regarding my package. Getting a bit annoying for members.


Edit: Is there a direct contact to forumotion for customers who have paid for things. I accept this volunteer forum for the free services. However there should be a better customer service if a company wants to offer a paid service.

Thanks
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Solved Re: Advanced package renewal

Post by skouliki April 27th 2021, 3:07 pm

Hello

The ticket is the faster way for the head office to see and answer your issue
Iam sure APE will inform you when he will log in
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Solved Re: Advanced package renewal

Post by JaneDoe April 27th 2021, 3:24 pm

@skouliki wrote:Hello

The ticket is the faster way for the head office to see and answer your issue
Iam sure APE will inform you when he will log in

I appreciate everything you guys do and hope you don't take my comment in an ungrateful way. I am just frustrated with forumotion as a customer paying for a package.
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Solved Re: Advanced package renewal

Post by Ape April 27th 2021, 6:12 pm

Hello @JaneDoe

I have a reply back from our head office and I think there has been a mistake on your side.

I have been informed you did not pay for your package you made a payment for credits.

You bought 1000 credits using paypal Not the right to buy the package.

To see what you did please see the following page on your ACP

Admin Control Panel settings:
ACP >> Misc tab >> Credits management >> History

to the right on the table your see Credits number this will show +1000 credits.

If you would like to see the full reply from my head office I can PM you it.

Best regards.

Ape.


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Solved Re: Advanced package renewal

Post by JaneDoe April 27th 2021, 7:04 pm

@Ape wrote:Hello @JaneDoe

I have a reply back from our head office and I think there has been a mistake on your side.

I have been informed you did not pay for your package you made a payment for credits.

You bought 1000 credits using paypal Not the right to buy the package.

To see what you did please see the following page on your ACP

Admin Control Panel settings:
ACP >> Misc tab >> Credits management >> History

to the right on the table your see Credits number this will show +1000 credits.

If you would like to see the full reply from my head office I can PM you it.

Best regards.

Ape.


Nope head office need to look again. It is correct I did purchase credits for £12.10 and realised I could not use credits for my monthly subscription. I then signed up and paid £8.50 for the premium package on a monthly ongoing automatic payment. The £8.50 is clearly seen on the screen shot I gave you. As is info that it is an automatic payment. How on earth are head office not able to see this information. It's ridiculous.

Edited to add I can send a screen shot showing both purchases on paypal to you if head office are incapable of seeing it for themselves. I'm sorry but this is upsetting me now.

Three days after setting my premium package up again, my forum has been stuck unable to use my domain address and adverts all over the place.

I appreciate your help @ape but forumotion need to treat customers better than this.

As far as I know you can't even set automated payments up to buy credits so again how on earth did they come to that conclusion.

If needed I can also screen shot that I have 1010 credits as the £12.10 purchased 1000 credits and I already had 10. This was useless for my monthly subscription so I still have it.

I don't understand. This clearly has not been given much attention by them.
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Solved Re: Advanced package renewal

Post by Ape April 27th 2021, 7:21 pm

Thank you for your Reply as I can't see the system I will ask our head office to read your reply here.

I will point out the parts you said on the screen shot.

EDIT: I have sent a reply back to them now telling them the problem.

I have pointed out it's been 3 days and by the time this is looked at again tomorrow it would be 4 days you have not had this service.

regards.

Ape.

once again I am so sorry this has happened and I hope they will fix this right away.

Regards

ape.


Last edited by Ape on April 27th 2021, 7:27 pm; edited 1 time in total


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Solved Re: Advanced package renewal

Post by SLGray April 27th 2021, 7:23 pm

Send me the screenshot showing your credit history in the AP, please.  By PM


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Solved Re: Advanced package renewal

Post by Ape April 27th 2021, 7:28 pm

@SLGray I have the screen shot mate she did pay for it I have sent a new reply by Mods 7 Smile


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Solved Re: Advanced package renewal

Post by SLGray April 27th 2021, 7:31 pm

Ok.   @APe 

I will let you handle it.


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Solved Re: Advanced package renewal

Post by Ape April 27th 2021, 7:33 pm

@SLGray wrote:Ok.   @APe 

I will let you handle it.

Thanks thumright I guess head office missed something it can happen Facepalm


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Solved Re: Advanced package renewal

Post by JaneDoe April 27th 2021, 8:00 pm

Thank you both for your help  :rose:
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Solved Re: Advanced package renewal

Post by Ape April 28th 2021, 2:12 pm

Just an update for you.

Our head office is still looking in to this and not yet had a reply from them but your problem is marked as in progress so they are looking at this and I hope to have a reply back soon.

Best regards

Ape.

Sorry for the long time on hold for this problem. Sad


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Solved Re: Advanced package renewal

Post by JaneDoe April 28th 2021, 2:16 pm

Thanks @ape 

I was just going to let you know it still isn't fixed yet. Glad to hear it is in progress.

As always your support is appreciated  Bow 3
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Solved Re: Advanced package renewal

Post by Luzz April 29th 2021, 9:54 am

Hello  @JaneDoe

First, allow me to apologize sincerely for this misunderstanding. Of course, you are right telling us that we should see in the headoffice that you have made an automatical payment. It was my personal mistake, I have handled your request too quickly, as we have a number of similar cases when the purchase of  credits is confused with the monthly payment.

Now, regarding this unsuccessful payment. What happened is that we did not receive any information from Paypal about the payment, this is why the package was not actif. So what we'll do, to avoid any complication, is that we'll cancel the payment and refund it to you. Normally it's a very exceptionnal bug of the system (we even don't know on which side, ours or Paypal) and after this you'll be able to order the package again.  (We'll check that everything is going well). 

Would it be ok for you ? 

Also, do you want us to refund the 1000 credits you purchased or do you prefer to keep them for the future ? 

Once again, I am really upset for this experience you had with our service, but I would like to assure you that your satisfaction concerns us and that we will not leave you with this problem unsolved. 

Best regards
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Solved Re: Advanced package renewal

Post by JaneDoe April 29th 2021, 10:11 am

@Luzz wrote:Hello  @JaneDoe

First, allow me to apologize sincerely for this misunderstanding. Of course, you are right telling us that we should see in the headoffice that you have made an automatical payment. It was my personal mistake, I have handled your request too quickly, as we have a number of similar cases when the purchase of  credits is confused with the monthly payment.

Now, regarding this unsuccessful payment. What happened is that we did not receive any information from Paypal about the payment, this is why the package was not actif. So what we'll do, to avoid any complication, is that we'll cancel the payment and refund it to you. Normally it's a very exceptionnal bug of the system (we even don't know on which side, ours or Paypal) and after this you'll be able to order the package again.  (We'll check that everything is going well). 

Would it be ok for you ? 

Also, do you want us to refund the 1000 credits you purchased or do you prefer to keep them for the future ? 

Once again, I am really upset for this experience you had with our service, but I would like to assure you that your satisfaction concerns us and that we will not leave you with this problem unsolved. 

Best regards
Luzz

Thanks @Luzz,

I am sorry if I sounded rude. My frustrations were building up as I was getting pestered by members over putting up with adverts. 

Yes I am happy to go ahead and have it cancelled and try again. And I would appreciate the 1000 credit purchase being refunded too. 

Thank you for your help

Sincerely

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