Paid Customer Cannot Log Into OceanWP Site

  • I am a paid customer of OceanWP. However, today, I noticed that when I tried to log into my account, it said my password was incorrect. I tried to do a password reset, but the OceanWP site simply hangs at “sending,” and I never get that email. I cannot submit a support ticket because I cannot log in. Meanwhile, my site says that some of the features I paid for are expired. I cannot verify that because I cannot log in. Something is going on with their site.

    I tried going to their Facebook support group, but it shows that content is down, too. What’s going on? I cannot access my account info or anything.

    • This topic was modified 1 year, 6 months ago by jrothra.
Viewing 3 replies - 1 through 3 (of 3 total)

  • Hi @jrothra,

    Sorry to hear about your experience. I checked the site logs, due to multiple failed login attempts, you were temporarily locked out for security reasons.

    Luckily, there’s always an option to send a prepurchase ticket, reply to any of the previous tickets or write to us directly, which is something you’ve already done so we’ll take it from there.

    Due to unpredicted circumstances, we opened a new support group on Facebook 2 years ago, link is on the website (we’re not allowed to share such links here).

    Unfortunately, per WordPress forum rules we’re unable to provide you with support in regards to accounts and pro products and services here, so we’ll continue through the tickets you sent.

    Thank you for your understanding

    Thread Starter jrothra

    (@jrothra)

    @wpfleek,

    I hear what you are saying. However, the problems have gotten worse and I do not feel I am getting any support as a paid customer from the support staff. I paid for the Pro package, yet both of my sites say the license has expired (I have cleared all caches). I have proof of payment, yet OceanWP claims the payment was not made. I click on the “renew” link in my site and it says I’m not authorized to access the site to renew.

    It seems I’m not getting the support I’m paying for, nor am I getting the product I paid for. Now you say I can’t get help here, either.

    This is unacceptable.

    Hello @jrothra,

    What I’m actually saying is that we do not own this forum – we’re guests here just as you are. That being said, we do not come up with the rules, we play by them.

    So you posting about the pro services and products is against the rules, just as replying again even though we’re already handling your case via tickets, as well as me replying now, which I’m only doing because of everybody else that might be reading this and to avoid confusion and misunderstanding.

    You know very well you did receive and are receiving support for this problem which would not have happened have you replied to our notification about it which you have received and viewed on March 14 2022. You have replied to it on May 23 2023.

    There never was a claim that the payment was not made, on the contrary. The claim and fact is – the payment was not registered by the old licensing platform to which your current subscription is tied to. Support agents do not have access to payment platforms, thus the verification process needs to take place for which you have been asked details about and was further sent to the payments department. However, a temporary solution was provided to you.

    For the unauthorized renewal issue, it’s happening because your current subscription is not tied to the current licensing provider, so you’re unable to do it from the website, but you can do it from the customer account. Again, related to the notice from over a year ago.

    Because of the your reply in the ticket, I asked to handle your case personally, therefore will not comment here further, because, again – it’s against the rules of the forum rules and guidelines https://www.ads-software.com/support/guidelines/#do-not-post-about-commercial-products

    Again, thank you for your understanding

Viewing 3 replies - 1 through 3 (of 3 total)
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