Hi Joshua,
Sorry to hear that. I have located your support ticket in our support system.
I can see that our support agent did clarify to you that he did not require a login to solve your problem, if you could send a requested screenshot: “It will be helpful if you can share the details. However if you are not comfortable. Can you please share the screenshot of …”
The support agent’s diagnosis of the problem in the ticket – *that you have not de-installed the www.remarpro.com version and installed the paid version* is correct (established by the screenshot you did send, and the version number you’ve supplied for what you currently have installed). This step is required because of www.remarpro.com rules – they don’t permit the use of downloadable extensions directly into plugins served from www.remarpro.com. Therefore you *must* carry out step 1 in the install instructions – https://updraftplus.com/support/installing-updraftplus-premium-your-add-on/ – “De-install the www.remarpro.com version, if you have it”, as our support agent has explained.
(N.B. Please note that any plugin or extension you install can potentially do *anything* on your WP site (including add itself a new login). i.e. Installing a plugin is a *greater* act of trust than handing over a login. Therefore, in a support situation where the customer does not seem to understand what the support agent is asking him to do, it can speed up support if a login is granted, if he is comfortable, and so is not an unreasonable request).
Best wishes,
David
