Desperate – apologies but I cannot access support

Community Forums Forums General Discussion Desperate – apologies but I cannot access support

This topic is: not resolved

This topic contains 10 replies, has 3 voices, and was last updated by  Andrea Rennick 9 months, 1 week ago.

Viewing 11 posts - 1 through 11 (of 11 total)
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  • #86934

    csm
    Member
    Post count: 5

    I purchased a Pro Plus subscription some years ago, hadn’t logged in for a while, and needed to get started again so I contacted StudioPress a couple of weeks ago. I received a very kind reply from Rebecca who said my account had not been transferred over in the move, so she said she re-established my account. I just needed to click a link and change the password, after which she said I would be able to see my purchases and downloads.

    I have done that this morning — I’ve set aside the day today to get back up to speed with WordPress and Genesis. But despite being logged in, I am not able to access any part of the member site. I have no purchases or downloads listed, if I try to click Support or Tutorials, it tells me these are for members only and to log in, but then says “you are already logged in.” If I click on Get Help, Downloads, etc. under MyStudioPress, I’m redirected to the /themes page with pricing information to buy themes.

    I don’t think my account was properly restored. The only method I’m able to contact StudioPress is via the public area as if I’m sending in a pre-sales query, which states 48-hour reply on weekends (and which was how long it took me to get a reply last time). I cannot access the member forums, the member support, anything. Help – I’m desperate!

    I had set aside the entire day today to install a new author website and now I cannot even get started. Does anyone know how to contact someone who can resolve this urgently?

    Thank you and once again, sorry for posting in the wrong place.

    Susan M.

    #86936

    snakeair
    Participant
    Post count: 164

    Have you sent in another ticket?

    http://my.studiopress.com/help/

    The studiopress staff doesn’t visit the forum to often as the volunteer moderators handle things.

    #86937

    csm
    Member
    Post count: 5

    When I try to click on that link, it redirects me to http://my.studiopress.com/themes/ despite that I am logged into my account. It is treating me as if I am not a paid member and will not allow me to create a ticket.

    #86938

    csm
    Member
    Post count: 5

    I was hoping that perhaps someone who has access to the support ticket system and/or knows how to contact a staff member could alert the staff to my dilemma?

    If so, I would be very grateful.

    #86939

    snakeair
    Participant
    Post count: 164

    I will send a email right now as I’m going offline for about 2 or 3 hours.

    #86940

    csm
    Member
    Post count: 5

    Thank you – very much appreciated!

    #86941

    snakeair
    Participant
    Post count: 164

    No problem. I just sent one a few minutes ago with the link to this thread. FYI, it’s the weekend so a response might be a little slow.

    Well it’s 6:20am. in my time zone so they could be asleep. lol

    #86955

    Andrea Rennick
    Keymaster
    Post count: 1317

    Please reply to the original ticket you filed and tell them you cannot get in to the account. That;s the only way we can help.

    I was only alterted to this thread by the other poster. We do not monitor these forums.


    **forum signature**
    If you need technical support for your theme please file a ticket.

    The forums are community based. Staff only monitors the forum for issues relating to the forum itself and to redirect users to where they need to go.

    Twitterholic

    #86958

    csm
    Member
    Post count: 5

    I’m sorry, but you are not reading what I’ve written.

    I cannot access the ticket system.

    As I reported in the post above, if I click on the link you’ve given me, I am re-directed to the themes page to purchase.

    When I contacted StudioPress a couple of weeks ago, the only way I could do it was via this page:

    http://www.studiopress.com/contact

    This is the pre-sales page. The response I received to my message at that time was:

    QUOTE
    Hi Susan,
    I’m sorry for the difficulty you are experiencing – I will be happy to help you with that.
    We’ve moved to a new system, and it appears your account hadn’t transferred over.
    I’ve created that account for you now – your username is your email address, and you can create your own password here:

    http://my.studiopress.com/wp-login.php?action=lostpassword

    Once you are able to log in you should see all of your downloads.

    Thank you for being part of the StudioPress community!

    Please do let me know if you need further assistance.

    Regards,

    Rebecca Diamond
    Technical/Account Support Advocate
    END QUOTE

    I did was was stated, but my purchase / subscription to Pro Plus is not showing. It was *not* a ticket that I filed because I could not access the ticket system. It is not recognizing me as a paid member.

    I’m sorry, but I’m really getting exasperated by this. I’ve clearly written that I’m unable to access the ticket system, and your only advice is to file a ticket.

    Please someone help.

    #86962

    csm
    Member
    Post count: 5

    Can someone please get Andrea’s attention again, or another staff member?

    She wrote “Please reply to the original ticket you filed . . . ” but as I explained, I never was able to file a ticket as I was denied access.

    Then she wrote, “tell them you cannot get in to the account” but I *can* get into the account. My subscription to Pro Plus is missing.

    The problem is that when they converted to the new system, my account wasn’t moved, and when it was restored, my purchase of Pro Plus was not included. So logging into my account is not the problem — my purchase is not there!

    I am really frustrated. She didn’t even read what I wrote.

    #86965

    Andrea Rennick
    Keymaster
    Post count: 1317

    I mean reply to the email Rebecca sent. That is the ticket you filed.

    We did get your new tickets, all of them. The Accounts person will handle it when she gets in.


    **forum signature**
    If you need technical support for your theme please file a ticket.

    The forums are community based. Staff only monitors the forum for issues relating to the forum itself and to redirect users to where they need to go.

    Twitterholic

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