Comment box error

Hello there – When you contact us directly (not via forum), we expect you to contact us from a registered email address (the same one that is connected with a Jetpack/WordPress.com account), and then we will reply to you directly via email to the registered email address, which helps to verify ownership and do further troubleshooting confidently.

Hi @unwantedlife,

I see we received an email from you already – we’ll address it as soon as possible. I am going to close this thread for now, and mark it as solved.

why are you marking it as solved when you’re not engaging with me by email and nothing is being done to fix the issue?

What was the point in me emailing you if you’re not going to provide help by email and use the fact that I’ve sent you an email so you don’t have to carry on providing support through your forum?

hello? Are you just going to ignore my email and the forum now?

Hi @unwantedlife,

I marked the thread as solved because we’re assisting you via email now, which is something that we usually do for paying customers only. Since you matter seems to be data-sensitive, we preferred to move the conversation to the email to preserve your privacy, and your site’s viewers privacy too.

That being said, the team has answered your email, and I see you replied back. We generally answer in the order we receive the replies, therefore I kindly ask you to be patient. I understand the frustration caused by the ongoing issue, and we appreciate your patience while we try to fix it.

What sensitive data? It’s an issue between two plugins

Hey @unwantedlife,

When we stuck on an issue that we think it could involve our plugin, we could ask users to reach out via email because we MIGHT need to ask for specific data, that MIGHT involve sensitive data. It could be anything, from a screenshot that could have some data you don’t want to share publicly, or credentials to access a staging site (in extreme cases), etc.

If you want to keep being assisted in the forum rather than via email as we’re currently doing it now (and I want to point this out again: email support is mostly for paying customers, so we’re making an exception given the nature of your issue), then this is fine with us.

Please let us know how you’d like to proceed so we don’t spread informations in two different communication channels. Thanks.

your team requested email to prove ownership, as this account uses the same email domain, but not the exact same email address as registered with my account associated with my website. I mistakenly created two wordpress accounts, and this was the one I’d already started using to sort out issues with my blog. So it only needed to be the one email, but you reply faster here and didn’t reply at all by email, until the last few days

anyway, I finally figure out the problem and it appears to be fixed

For the records and for posterity, the issue was cause by the Lazy Load feature that was active in both plugins – Jetpack and Revive Old Post.
Marking it as solved.