Anyone else frustrated when plugin support devs immediately ask for Admin login?

  • Resolved KingDingbat

    (@kingdingbat)


    6 years, 7 months ago

    So, I use a lot of plugins. I am kind of addicted to trying out new things and tinkering. I also pay for premium plugins because I think hard work should be paid for. I rarely ever ask for support unless something is wrong and I’ve paid for the plugin.

    I’ve noticed over the last year or so, that the default answer to most support tickets is: “Give me Admin Username & Password”

    I always refuse because this is a terrible practice, in my opinion. If it’s a dev site, sure, but not live sites, especially if the site is for a client or eCommerce.

    I do understand that it may be the fastest way to a resolution, but there are so many reasons why this is a bad idea – Besides the fact that I don’t know whom I’m giving this information to, lots of times I’m asked to post the info on a public forum or send by email which is incredibly insecure. I did make an exception for a plugin creator who had a secure credential tool on their ticket system which was very nice.

    But overall, I think it shouldn’t be asked, especially not as the first option. If we’ve troubleshooted for a while and haven’t made any progress I might offer it, but it should not be asked for. I’ve worked for several customer service teams and we were always forbidden to ask for passwords or pin numbers.

    What do you think? Am I over-zealous in keeping my admin account safe?

    • This topic was modified 6 years, 7 months ago by KingDingbat.
Viewing 4 replies - 1 through 4 (of 4 total)

  • Hey there,

    I work as a support ninja for a WP company, and I completely agree with you, but I still have to ask for credentials sometimes too, honestly speaking.

    Regardless… WPorg forum has a strict rule against asking private information on the forum: https://www.ads-software.com/support/guidelines/#the-bad-stuff

    You make a good point, but unfortunately, this forum is a place for questions related to WordPress & related stuff, but not a place for posting your private opinion.

    Hope you understand. ??

    Moderator Samuel Wood (Otto)

    (@otto42)

    www.ads-software.com Admin

    By and large, we don’t allow specifically asking for credentials on these forums.

    But, we do allow for authors to ask that you contact them on their own support systems to fix issues. You should also practice the same safety precautions there. Don’t give out admin access just because somebody seems trustworthy. They may or may not be, and we have no control over actions outside of these forums.

    Rarely, I will ask somebody having a particularly unusual problem to email me directly for new WordPress releases and new problems. I always caution them not to give me any information that they feel uncomfortable giving me, and I always use my www.ads-software.com address for the contact point.

    Trust is important. But every person must understand their own level of trust, and act accordingly. Nobody can choose your trust for you, that’s entirely up to you. Take precautions, don’t give out login information, and always have backups.

    Thread Starter KingDingbat

    (@kingdingbat)

    I should clarify, I’ve never been asked for admin/password on this forum. Its always on the plugin’s own support sites.

    Its just frustrating to me that this is has become such a common first response.

    Agree ^ I also see an alarming negative attitude with a lot of developers when things go bad! The attitudes some of these developers have is amazing and many are exposed just how they respond to reviews!

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