Elise Alley

Hi @mudfarm,

I’m sorry that you’re running into this issue.

I couldn’t find any support request from you here or in our ticketing system for Pro support. If you start a support thread, we would be happy to help you with this issue.

We look forward to helping you!

Thanks,
Elise C. Alley

Hi @jjohnson46,

I’m sorry if you feel that we have been uncommunicative.

We provide support for our Pro users through a private ticketing system. However, that same team provides support for our free users here on the forum.

I do not see that you have created a thread here on the forum for any issues you’ve experienced with The Events Calendar. If you create a thread, our team would be happy to help you.

I also was not able to find a ticket from you in our Pro support system either. We highly value customer feedback and would appreciate an opportunity to help you before receiving a 1-star review.

If you start a topic in our forum, the team would be happy to assist you.

Thanks,

Elise C. Alley

Dear @jafprrr,

I understand how frustrating it can be to feel your concerns have been overlooked or forgotten. I’m sorry your ticket got lost during the July 4th holiday and the outages we faced that week. Please know that we are taking this seriously and doing everything possible to resolve your issue as quickly as possible. Deblyn is currently working on your case and will be in touch with you soon.

Thank you for your patience and understanding.

Warm regards,
Elise C. Alley

Hi @jafprrr, 

I want to extend my sincerest apologies for any inconvenience you may have experienced. We have reviewed our records and found that Chad escalated your ticket to our Tier 2 team Monday. He also notified you of this escalation on Monday. Since then, Sam, one of our Tier 2 agents, has responded to your ticket multiple times. However, we understand you may not have received any notifications about our responses.?

I am currently investigating the issue to understand why you didn’t receive a notification of our replies and working to resolve the problem as soon as possible. Meanwhile, please refer to?this article?on how to install older plugin versions. You can also reply to the ticket Sam is working on for you (#479391) with any additional information regarding your issue, including staging site information. If you have any further questions or concerns, please don’t hesitate to contact us.?

Thank you for your patience and understanding. We value your support and are committed to providing the best possible service to our customers.

Thanks,

Elise C. Alley

Hi there @hterminasyan,

I’m really sorry to hear that you’ve had some trouble with The Events Calendar. I’ve been trying to find your support ticket or forum post, but I haven’t had any luck. Could you let me know the ticket number so I can give your request top priority and give you a hand with the problems you’re facing?

I’m dedicated to helping you out, so please don’t hesitate to get in touch soon.

Thanks,

Elise C. Alley

Hi @jyager31,

I’m sorry to hear that you’re having issues with the recent updates to The Events Calendar. We’re here to help you out with any problems you’re facing.

I checked, and it seems like you haven’t reached out to us for support yet, either through our forum or premium support. If you’ve already submitted a ticket, could you please let me know the ticket number so we can prioritize and follow up on it? If you’re a free user, you can start a support thread here or here if you have a valid license. We’d really appreciate the opportunity to assist you before receiving a 1-star review.

Please know that I’m available to provide further assistance.

Thanks!

Elise C. Alley

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

Hi,

I’m sorry you have had trouble submitting a ticket with us. The developers are working now to see what is causing the issue.

In the meantime, can you email [email protected] with the issue you’re having? Or we’d be happy to help you here on the forum as well.

Thanks,

Elise

Hi Dominic,

I am sorry this was not a smooth process for you.

We did send an email to the address on file on Oct 8, 2021, to remind you of the upcoming renewal of your subscription. And we did attempt to issue a refund as soon as you requested it.

Unfortunately, the refund would not complete due to an issue either with our system or your bank. This is the first time we have ever had this happen, and we have still not been able to narrow down the cause, though we are still working to ensure it doesn’t happen again.

Issuing a refund and sending someone a payment is not the same when it comes to balancing and finance, so it is not something we could do without approval which took longer than we would have liked. At no point, though, was it our intention to refuse to refund the payment and even suggested you talk to your bank to issue a chargeback to speed up the process. However, you should now have received the payment through PayPal.

Again, I am sorry that this wasn’t an easy process. However, you should have received your refund now. Please let us know if we can do anything further.

Thanks,

Elise Alley
Support Manager
StellarWP

Hi Michal,

I apologize for any inconvenience this has caused you!

I’m not sure how you would have been added to our email list. And there is an opt-in feature that should keep you from being added to any unwanted emails.

Can you email [email protected] with the email address you are receiving the newsletter at? That way, we can remove you from any lists we have and hopefully see how you were added to our email list. In your email, please be sure to include a link to this post, so they know what it’s in reference to. And if you send it attention to me, I’ll make sure it’s addressed as quickly as possible.

Thanks,

Elise Alley

Hi @eddiestech,

Have you tried a white labeling plugin? There are some like White Label CMS that may do what you’re wanting.

Thanks,

Elise

Hi Cedric,

What it sounds like you need to do is migrate your old site to the new location before migrating the new site.

You can do that manually following the steps found here: https://www.wpexplorer.com/migrating-wordpress-website/

You can also use a plugin to do this. For example:

• BackupBuddy
• All-in-One WP Migration
• Updraft Plus

And so many more.

Thanks,

Elise

Hi @bri5645,

You’ll access the wp-config.php file via (s)FTP or through your host’s dashboard (like with cPanel).

If you’re just trying to edit the theme’s files and not the wp-config.php file, you can go to Appearances > Theme Editor.

Thanks,

Elise

Hi @decoratedpulse,

Can you provide us with the CSS you already tried? And what text are you wanting to change? All of it? Just a specific section?

Did you try the Customization option (Appearance > Customize) instead of adding the code yourself?

Any other details would help us help you! ??

Thanks,

Elise

Hi @admast517,

My CSS skills are a little rusty, so someone else may have a better suggestion, but you would want to target that widget but only on the homepage specifically. Something like this should work for you:

body.archive.post-type-archive.post-type-archive-product.theme-relia-pro-master.woocommerce.woocommerce-page.woocommerce-js.tinvwl-theme-style.fts-powered-by-text-popup #content #relia-sidebar {
    display: none;
}

I tried that using Inspect Element on your site and it hid the widget on the homepage but did not on one of the product pages.

Hope that helps!

Thanks,

Elise

• This reply was modified 5 years ago by Elise Alley.