Can’t submit a support ticket

  • Resolved plainrane

    (@plainrane)


    1 year, 5 months ago

    Hello,

    My organization has premium support via an unlimited pro subscription, but we are unable to submit a support request. When I click the submit button nothing happens. I have verified all required fields are completed, and I have tried in both Chrome and Firefox. I don’t see anything on the network tab in dev tools, except a frequent request sent to o.clarity.ms

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Darian

    (@d0153)

    Hi @plainrane

    I’m sorry to hear that you’re having this issue.

    Unfortunately, we cannot provide support in this forum for premium users.

    Could you open a ticket from our Help Desk and select “Billing, licensing, account issues” and describe the issue that you’re experiencing?

    You’ll hear from one of my colleagues soon!

    Thread Starter plainrane

    (@plainrane)

    Did you even read my post? I can’t open a support ticket. It throws a 500 error.

    Hi @plainrane,

    Sorry to hear that you’ve been having some trouble, and we’re really sorry that our last response wasn’t helpful. We want to make things right and help you find a solution that works for you.

    I tried to replicate the issue submitting a ticket but couldn’t. Can you tell me the URL you used to submit the ticket? Did you use https://my.theeventscalendar.com/get-help/?

    WP.org has strict rules about sharing information on forums, and unfortunately, we can’t share emails. Could you please share your site URL or your license key’s first and last four digits? With this information, I should be able to locate your account and create a support ticket for you.

    Thanks for reaching out to us – we’re here to help!

    Thanks,

    Elise

    Thread Starter plainrane

    (@plainrane)

    The page is https://my.theeventscalendar.com/my-account/support/

    I was finally able to submit a request using the support button in the bottom right corner, which brings up a modal that accepts different information. The main support page just gives me a 500 errors. I included a screenshot of the error in that request.

    Plugin Support Abz

    (@abzlevelup)

    Hi @plainrane, really sorry to hear about this. We received a couple of users having the same issue. Good to know that you were able to submit via the support form. The details you shared are really helpful. Since you’re a premium user, we’d keep you posted on the submitted thread, this is for us to follow WordPress Forum Guidelines.

    Appreciate your patience and for bringing this to our attention.

    Hang in there,
    Abz

    Plugin Contributor Andras Guseo

    (@aguseo)

    Hi @plainrane

    The problem has been resolved and you should be able to submit a ticket.

    The error happened when someone wanted to send an attachment as well.

    Cheers,
    Andras

Viewing 6 replies - 1 through 6 (of 6 total)
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