Update

Hi @clrd, this is certainly not the experience we want any of our customers or free users to have and I’ll be happy to help you sort it out.

Just to clarify, the issue with the Safari browser was resolved in our latest update.

The PRO license not being recognized is not something that has been reported by anyone else and I don’t believe it was reported via email either. Had you mentioned this to us?

The feeds not showing up is something we have faced a few times with certain users and we’re working on figuring out all the possible causes. So far we recommend checking whether the REST API is disabled, whether cache is at play, and whether certain optimization plugins are minifying JS files that should not be minified from Spotlight.

We reply to all emails within a few hours (yesterday being the exception for personal reasons), and I’m not sure which account you are referring to since your username on www.remarpro.com does not match any of our records.

Had you replied to our emails? I assure you we do not sweep any issue under the rug. If something remains unresolved, we always ask for temporary access to one’s site as a last resort (via email, not this forum) to be able to reproduce the issue first-hand. Unfortunately, that’s the only way we can see what’s happening when we cannot reproduce an issue ourselves.

If you’re willing to give the plugins another go, please reply to our emails, mention this thread so we can check your email history, and I’ll do my best to help you out as soon as possible.

As for your purchase, we do have a 14-day money-back guarantee that you are fully entitled to.

I do hope you can give us the chance to help you figure this out though. As previous reviews have shown, support is one area we pride ourselves on and an experience like yours is definitely not one we want to see.

@clrd any chance you could get back to us so we can help you out with these issues?

Just to clarify our earlier emails, when we said we aren’t able to reproduce the issue, we meant that we needed to see it happen on your website as something must be different for it not to happen on our own sites. This happens from time to time and it’s why we ask for more details. I’ll make sure we improve our communication when it comes to cases like these.

We also have an update to be released later today which will address the potential issue you’re facing with the plugin being “frozen” on the Spotlight loading screen.

@markzahra thanks for the update. There are still a few things that needs sorting out, but I emailed you on that. Apologies for the misunderstanding.

Thank you for getting back to me, @clrd.

Have you emailed us on [email protected] or via the form on our website? If so, may I ask what name I should be looking for? A first name or part of your name is enough, just to know which account to reference for this.

@markzahra my emails should’ve showed up as CLRD. Replied to your email just about 15min ago on the Legacy API. Hope that helps. Thanks.

I just found that some replies ended up in spam so I understand your frustration in the delays! For some reason, it only happened to a few replies, which is why it wasn’t noticed right away. I’ll be sure to get back to you this weekend on every question and figure out what caused the issues. I sincerely apologise.

@markzahra
I was also quick to jump to conclusion. Apologies on my end as well. Thanks for looking into this.

• This reply was modified 4 years, 3 months ago by CLRD.