Plugin Ok, SUpport OK, But licensing has issues

  • I have bought the lifetime license 2 years ago. Their licensing component is buggy. The place where you can change/update the domain for your license is well hidden on their site. (I couldn’t find it) (The Plugin > Account place where they suggest to use, doesn’t work for me, it is a dead link, and there is no other way in the documentation of accessing the licensing component) The support email doesn’t exist, you get an “address not found” error from google mail when you write them. Out of the blue I got a licensing error and it took me back to the free version. I’ve had a bad experience because my time is very limited and I don’t like wasting it. They should improve the landing page with a link to licensing control panel. Tech support tried to help but again licensing third party has issues.

    • This topic was modified 7 months, 2 weeks ago by jackdeville.
    • This topic was modified 7 months, 2 weeks ago by jackdeville.
Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author Iks Studio

    (@iksstudio)

    Good evening, @jackdeville!
    We are very upset by your feedback because we really try to provide quality service and good technical support.

    1. However, we do not understand the following: first you wrote that we responded to you with a recommendation, but then you write that “The support email doesn’t exist.”
    2. Yes, we use a third-party service for licenses and it really does not have the most intuitive interface, however, we have 24 reviews with a 5-star rating and no others except yours ??
    3. We can help you resolve any problems or cancel your license and refund you the cost of your subscription if you write to us at [email protected] to provide some more details about your license key
    Thread Starter jackdeville

    (@jackdeville)

    #1 I have attached screenshots to the mailer issue.

    #2 I am really genuinely sorry for having to rate it low but look at it from my perspective: I have spent at least 2 hours on this today, trying to figure out why I was getting a licensing error when paying for a lifetime license and then writing to tech support. Having a simple link on your website to the licensing third party app would have solved it and would not have wasted my time. The user experience is pretty bad for me and probably for other customers as well who did not choose to talk about it.

    #3 I am talking to support as we speak, it is good that there is someone to help, but it is still not resolved. And now I have to wait, with a LIVE site, not knowing if tomorrow the pro features of the menu will be deactivated or not. I am sorry but this is not a great feeling for me.

    Thread Starter jackdeville

    (@jackdeville)

    And all this because of the third party licensing solution you use that is lacking, clearly.. ??

    Plugin Author Iks Studio

    (@iksstudio)

    We understand that your client and user experience was not the best. We have already contacted the third party licensing project and shared your feedback with them so that we can work together to improve the service.

    We are always there to quickly fix problems. In addition, we have already increased the number of sites in your license to make the transition process as fast as possible.

    Let’s wait tomorrow and news from you.

Viewing 4 replies - 1 through 4 (of 4 total)
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