Can’t submit priority support ticket!

  • Resolved laspangler

    (@laspangler)


    5 years, 2 months ago

    We’ve found two high priority problems over the weekend but have been unable to open a priority support ticket — it just hangs after submitting it. I tried it from 2 different browsers (chrome and safari) on 2 different computers (mac and windows). Just get the status spinner and it never completes.

    This is the first time this has happened — we’ve never had anything like this happen before and have always received excellent support. We’ve been running Give since March.

    The first problem is with fee recovery — it’s showing totally bizarre amounts — like $922.80 on a $100 donation. I verified that our settings are as they should be (30 cents/transaction and 2.2%). I’ve disabled fee recovery for now.

    The second problem is that email receipts for donations are no longer being sent. Other emails such as from contact forms and when I click “resend receipt” are working fine.

    Not sure if these are related? I just updated the plugin on Friday and the problem started happening over the weekend. We’re in the middle of an end-of-year fundraising campaign so these are high priority for us.

    We thought it was suspicious that we couldn’t open a priority support ticket so that’s why I opened one here.

    Thank you!

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)

  • Hi there,

    Thanks for writing in. We just tested the Priority Support form and it went through without issue. Could you please give it another try? We want to make sure we get this issue resolved for you.

    Reason also, we’re unable to assist with Premium addons through this forum due to the guidelines, but we’re more than happy to help you through Priority Support.

    If you’re still having issues, please reach back out.

    Thanks!

    • This reply was modified 5 years, 2 months ago by gsamsmith.
    Thread Starter laspangler

    (@laspangler)

    Hi!
    We just tried it two times from two different computers/two different browsers (mac and windows) about a half hour apart and both times we had the same problem — after hitting the submit button it just hangs/the spinning icon goes forever.?

    Is there another way I can?reach out to you all? I just found the contact us form on givewp.com, I’ll submit it that way.

    Thanks!

    Thread Starter laspangler

    (@laspangler)

    Hi again!

    I sent a followup email to the contact us form auto-reply with the full details since we still can’t get the priority support form to work.

    Can you have someone take a look? The number is #54050.

    Thanks!

    Plugin Author Devin Walker

    (@dlocc)

    Hi @laspangler – I just put your ticket in the priority support queue. We’ll follow up with you via that ticket.

    Thread Starter laspangler

    (@laspangler)

    Great news!!! Thank you so much!

Viewing 5 replies - 1 through 5 (of 5 total)
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