Awful plugin that doesn’t work and appalling dev’s attitude

  • This plugin as of the date of posting this review does not work.

    Faults are never constant, but sporadic. Faults include:
    – Processing timeouts
    – iFrame for card fields not loading
    – failed transactions not being marked as ‘failed’ in Woocommerce
    – No error logs
    – if a customer creates an account and WOO is set up to autogenerate a username and password, this plugin overrides that and causes a system error.

    Trust Payments in-house support is apologetic but doesn’t ever seem to fix the issue. The 3rd party devs of this plugin (Illustrate Digital Ltd. – England & Wales Company No. 8802287) are extremely unhelpful.

    They average a 2 – 3 day response time on this forum, are rude & unhelpful. They openly offer support but don’t answer emails and overall pass the buck of this plugin not working on ‘your’ configuration or other plugin conflicts. – even on a stock WP/WOO install with just this plugin, it still sporadically fails…. as evidenced to Trust, but the devs are just not that interested.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Contributor Illustrate Digital

    (@illustratedigital)

    @gyfters We’re very sorry to hear your thoughts on this. I would be interested to know what you have considered to be rude/unhelpful so we can make improvements. Please feel free to open a dialogue with us via [email protected] as previously suggested and I would be happy to discuss any concerns you have in more detail.

    As mentioned on previous posts in recent days, if you are able to share requested details allowing us to support your specifically reported issues we would gladly do so, however at time of writing this response we have not received the necessary details and are therefore unable to investigate the faults you have listed at this time.

    Many thanks

    Thread Starter gyfters

    (@gyfters)

    I have emailed your company several times since June 2020 RE similar problems this plugin is supposed to replace. – no response was ever received.

    I have emailed your company at the suggestion of Trust almost 3 weeks ago with login details of a staging site – no response has been received

    – I said in a previous post that I was unwilling to share the information you requested in a public space.

    Plugin Contributor Illustrate Digital

    (@illustratedigital)

    @gyfters One downside of these forums, in this situation at least, is that we’re unable to match forum user names to real names/email addresses.

    Since I would obviously not expect you to post your name or email address here, could you please share the subject line from one of the emails you are referring to so I can search our system? At present I can find no such emails since June 2020 and want to make sure they haven’t been missed somehow, so I am keen to find an example so we can support you. Could you also please confirm that the email was sent to [email protected]?

    Thanks

    Thread Starter gyfters

    (@gyfters)

    A CC’d email with the subject:

    [Trust Payments] Re: Re: Re: ACTION NEEDED: Time To Change to EMV 3DS v.2

    send 04/10/2021 21:31

    chased 07/10/2121 14:13

    Plugin Contributor Illustrate Digital

    (@illustratedigital)

    @gyfters I’ve checked our system and can’t find any email to our [email protected] address with that subject line in spam or otherwise so this looks like it didn’t reach us I’m afraid.

    You mention emails have been sent since June 2020. Could you provide maybe the subject for that email and I’ll take a look for that also, as I notice the above were both sent this month?

    This aside, I would encourage you to send the email afresh since we don’t currently have it, and I will gladly take a look.

Viewing 5 replies - 1 through 5 (of 5 total)
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