Purchased add-on and never received it – developer is unresponsive

  • I tried out the plug-in and despite a few little bugs which I spent quite some time trying to work around it seemed to meet my needs. The support on those bugs in the forums wasn’t all the great, one there was no fix or workaround for one (using plug-in in a post instead of a page) the other is a known issue with feeds not displaying properly in the admin interface. Despite that I was able to get it working and I wanted to purchase an add-on for it which I did but their payment site doesn’t work properly. Once you add a plug-in to your cart it transfers you to PayPal for the payment, I did not want to use the default payment method so I clicked the Change button which immediately sent me to a payment confirmation page without allowing me to change my payment method (another problem in their processing payments). Afterwards I received 2 emails but no license or way to get the actual plug-in. One email was some type of subscription confirmation and just said we’ll be in touch, the other was some account information to a WordPress site which when you log in allows you to do absolutely nothing. It’s been over 24 hours now and I still don’t have a license or any response from the developer despite multiple attempts and methods. I wanted to get the plug-in up and running right away but instead I am just waiting for who knows how long. Every other software license I have ever purchased has been delivered immediately, don’t know why this one can’t be either.

    • This topic was modified 8 years, 5 months ago by esiebert7625.
Viewing 5 replies - 1 through 5 (of 5 total)
  • Thread Starter esiebert7625

    (@esiebert7625)

    Was finally able to get a license but I had to choose credit card and proceed as a guest without logging into PayPal. Still think there is an issue with the payment processing but I’m satisfied now. There are some minor issues with the plug-in but I’m confident the developer will address them, I upgrade my review to 4 stars.

    Plugin Author Mark Zahra

    (@markzahra)

    Hi there,

    We’re sorry you faced issues with the billing process. We have not experienced such issues of late, and many other customers were able to check out normally. Nevertheless, we’ll look into it again.

    Upon confirming a payment you are sent a Purchase Receipt with the download links and license keys. The account page on our site is where you can access all your purchase information and manage your license keys too.

    You also mentioned the “the developer is unresponsive”, however, we did get back to you via both the free and premium support channels. As mentioned in our support guidelines, it can take up to 24 hours to receive a reply, even though we usually reply is far less time.

    With regards to the bugs, we are looking into the one with the shortcode on the posts, while the one of the feed source list is something that we’re working on right now. It only presents itself in rare cases, which is why it’s taking longer to sort out.

    Thank you for taking the time to continue working with us. Your review doesn’t seem to have been upgraded to a 4 star one yet. We would greatly appreciate it if you can do that for us ??

    We’ll keep in touch via the premium support channel.

    Have a great day!

    Thread Starter esiebert7625

    (@esiebert7625)

    Hi there,

    Thanks for the response, I didn’t see any way to edit the initial review, looks like the edit option disappears after a certain amount of time. If you know how please let me know and I’ll be happy to update it.

    Hi esiebert7625,

    Try to go to the bottom of this page. You should see your initial review there and make necessary editing there.

    Please let us know if it works for you or not.

    Plugin Author Mark Zahra

    (@markzahra)

    Thanks for reviewing your review @esiebert7625 ??

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