3 weeks, still not resolved

  • K.Matthews

    (@keenanmatthews)


    7 years, 8 months ago

    I purchased the premium version a few months back.

    It initially ran ok, we had a slight problem at the start with formatting when creating newsletters but they quickly sent a fix for that.

    After a month or so of using the premium addons, the pop ups stopped working and we have had no luck in getting that resolved through their support and were forced to get another pop up plugin, not to mention the two or three day waits for replies from support.

    The newsletter now does not send newsletters without constantly hitting the trigger the engine button and then it still only sends four at a time…very frustrating, not to mention time consuming when your subscriber list is 1000+

    We have been back and forth with support for three weeks now and still have not had our issue resolved and now after requesting a refund they closed the ticket without resolving the issue and we haven’t heard from them regarding our refund.

    Very poor service and support when trying to get it to work properly.

    • This topic was modified 7 years, 8 months ago by K.Matthews.
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  • Moderator t-p

    (@t-p)

    I purchased the premium version a few months back.

    – For pro or commercial product support please contact the author directly on their site.
    – As the author is aware, commercial products are not supported in these forums. As you are their customer I am sure they will have no problem supporting you there.

    Plugin Author Stefano Lissa

    (@satollo)

    Hi, the scheduler problem the user is experiencing is not related to the commercial extensions, being that feature a core part of the free Newsletter plugin.

    We cannot identify why the internal wordpress scheduler is no more working on the customer’s blog, but we indicated the solution and it’s to setup an external call to wp-cron.php every five minute. This is the standard solution every wordpress installation should setup if the scheduler is not working correctly.

    Ad reported in the tickets the customer opened, he is on a manged godaddy hosting and they are not able to setup that external trigger. This is odd since godaddy has on every hosting cpanel a setup for cron jobs (https://www.godaddy.com/help/create-cron-jobs-16086). Maybe not every 5 minutes better every 15 minutes than nothing.

    Alternatively one can signup for a cron service: here one we review https://www.thenewsletterplugin.com/keep-wordpress-scheduler-working-cron-job-org (we are not affiliated with this service we just found it interesting and wrote about on our blog).

    As stated the plugin worked for few months. The plugin engine has not been changed since months, so the problem should be clearly found on something changed in the blog (new plugins/updates) or in the hosting. For example some time hosters misconfigure servers which are no more able to “call itself” as did by wordpress to trigger it’s internal scheduler). Or a security plugin is blocking the cron system or a bad written plugin is removing the Newsletter scheduled job.

    If the customer takes the time to share a screenshot of the status panel, maybe there we can find more information.

    Thank you, Stefano.

Viewing 2 replies - 1 through 2 (of 2 total)
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