Plugin Not Working

@iovamihai I have deleted your offer to log into a user’s site and flagged your account.

While I know you have the best of intentions, it’s forum policy that you not ask users for admin or server access. Users on the forums aren’t your customers, they’re your open source collaborators, and requesting that kind of access can put you and them at high risk.

If they are paying customers (such as people who bought a premium service/product from you) then by all means, direct them to your official customer support system. But in all other cases, you need to help them here on the forums.

Thankfully are other ways to get information you need:

• Ask the user to install the Health Check plugin and get the data that way.
• Ask for a link to the https://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again (the Health Check plugin can do this without impacting any site vistors).
• Ask the user for the step-by-step directions on how they can reproduce the problem.

You get the idea.

We know volunteer support is not easy, and this guideline can feel needlessly restrictive. It’s actually there to protect you as much as end users. Should their site be hacked or have any issues after you accessed it, you could be held legally liable for damages. In addition, it’s difficult for end users to know the difference between helpful developers and people with malicious intentions. Because of that, we rely on plugin developers and long-standing volunteers (like you) to help us and uphold this particular guideline.

When you help users here and in public, you also help the next person with the same problem. They’ll be able to read the debugging and solution and educate themselves. That’s how we get the next generation of developers.

Hey @jdembowski,

Thank you for letting me know. As far as I remember I have redirected the user (which, based on their account information on the forum, I believe is also a customer) to our contact page to privately solve the issue.

I don’t remember explicitly saying that they should provide any login information on the forums.

If I have, it was by mistake. I understand the risks involved and I wouldn’t put any of my users into such a situation.

My only intention is to help our users and customers with whatever issue they encounter.

Thank you again for chiming in!

Best wishes,

Mihai

Hi @SliceWP Support you marked this as resolved but this is not resolved. I paid for a premium plugin over a week ago and still not able to use it?

Hi @iovamihai are you able to fix the issue at all?

If not could it just be refunded please so I can download another plugin.

Hey @petert0011

Considering that you are a paying customer, can you please open a support ticket through our website (here:?https://slicewp.com/contact/)?

I believe that you may have not seen my initial response, that I’ve posted yesterday, as it was deleted by a moderator earlier. If this is the case, I apologize for the delay and for the inconveniences created.

My initial response, as this one, redirected you to our official contact. This is why I initially marked this particular topic as resolved, as on these forums I cannot offer any additional help.

Currently, on these forums we are allowed to answer only questions about our core free plugin. Once you contact us privately, I will get back to you as soon as possible.

Thank you and best wishes,

Mihai

@iovamihai You explicitly asked for login credentials and there does not exist a scenario where that is permitted for you to ask a support forum user regardless of what you think.

I’ll make this simple.

@petert0011 Can you please confirm if you have paid for this plugin? Not just being am opensource user, are you using the paid or premium version of this plugin?

It’s important so please let us know.

EDIT: My reading is fundamental. Yes, you already did. Sorry for asking again.

I paid for a premium plugin over a week ago and still not able to use it?

For pro or commercial product support please contact the developer directly on their site. This includes any pre-sales topics as well.

As the developer is aware, commercial products are not supported in these forums. I am sure they will have no problem supporting you there.

• This reply was modified 1 year, 9 months ago by Jan Dembowski.