Dreadful support

Thank you for taking the time to leave a review.

My support ticket has been in queue for two weeks now.

We’ve replied to your support tickets.

https://usersultra.com/support/?topic=major-theme-conflict-how-do-i-resolve-this
https://usersultra.com/support/?topic=redirect-bbpress-to-something-other-than-404-page-for-non-members
https://usersultra.com/support/?topic=updating-existing-wp-users

11 support email attempts have been made so far and the issue is still not resolved. I’m struggling to even get a response or update on the matter.

We’re sorry we don’t offer support via emails.

Not even getting a reply when I ask for my refund, totally flabbergasted to say the least.

It’s no true that you didn’t get a reply when you’ve asked for your refund. Actually I personally replied to your email and I was clear when I said that the refund will be issues, I just asked for some information about your purchase in order to issue the refund.

It looks like you don’t understand how bbPress works, UU doesn’t control all the aspects of bbPress, they are different plugins as we have explained you here https://usersultra.com/support/?topic=redirect-bbpress-to-something-other-than-404-page-for-non-members

Not even getting a reply when I ask for my refund, totally flabbergasted to say the least.

This is no true, i understand your frustration about with the plugin, however, when you’ve asked a refund i replied to you immediately asking for your order number, i saw an email you sent us with a “member number”.

Again, We’re sorry to see that the plugin didn’t work for you.

Good Luck,

Also, As we have explained to you here https://usersultra.com/support/?topic=no-emails-received-for-new-registered-users/#post-33864. If the plugin was working well then it stopped working, this clearly means that something change on your WP installation which was not the plugin. Perhaps, one of your plugins or theme is causing the issue.

Again, as you wrote on the forums

Since yesterday, no emails was received (by either admin or members) when new members registered on my website. It worked fine before.

We love to help, however there is no way we can resolve all what happen with your WP installation and plugins.

Cheers

Thank you for getting back to me.

There seems to be some confusion:
1. None of the 4 support tickets you linked to in your first reply are mine?! They were all submitted by one Amanda Sage and does not concern my project at all.
2. I never received the personal reply from you or anyone for that matter regarding my refund. Perhaps it was received by Amanda?
3. I’m not using bbPress, why do you tell me that I don’t understand it?

In your second reply, you are referring to my support ticket.
Last I heard from you, you were going to take a closer look and run some tests with the WP admin credentials I gave you.

I quote from your reply: “Thank you for your patience while we’re trying to find out what’s causing the conflict.”

Well, why did the correspondence just stop there? Could you see anything that might be causing this and what can I do to resolve the issue?

Will it help if I uninstall and reinstall Users Ultra? I’m left in the dark, not getting any feedback, suggestions, explanations…

I want nothing more than to hand-over a working membership site to my client and if so make use of the plugin for my other sites.

Can you help me or not?

Thank you.

Hi again.

After not hearing back from you, I spent multiple days trying to figure out what is causing your plugin not sending notification emails to my new members or administrator.

I finally know why.

Under Registration Settings. When the following Registration Type is selected:
Paid Activation – Enables the Membership Features, all notification emails stop.

We do however require the membership features, since we offer 4 membership packages and accept Bank Deposit payments (EFT). We can’t configure PayPal, since it does not support our currency (South African Rand).

Our process:
? New Member register (choose membership option and select payment method which is always bank deposit)
? New Member gets notified that they have successfully registered and must now make manual payment before their membership will be activated.
? Admin gets notified that a new member just registered and they must look out for an incoming EFT payment, once received admin must manually mark new membership as active.
? Once New Member made the payment and Admin marked their membership as active, an successful account activation notification must be sent to member.

Can this be achieved by your plugin?
If yes, please assist me. If no, please let me know as soon as possible.

Thank you.

@janahooo,

Thank you for your post.

Please remember, this is not the forum section, you’re posting your custom requests on the reviews area.

Besides, as you’ve posted here, the plugin was working fine and the notifications stopped working because you’ve set Paid Membership registration type. Which is something logic.

Since yesterday, no emails was received (by either admin or members) when new members registered on my website. It worked fine before.

So.. this review is totally unfair. As I’ve explained you many times on the forums and this section if the plugin was working fine and it stopped then the only explanation is because you did something that caused this issue. This was explained over and over again on the forums and you ended up a negative review just because you didn’t understand our support on the forums.

We totally understand your frustration, but please.. don’t post custom feature requests on the review area.

Instead of that your suggestions are more than welcome on the support section of this plugin.

Cheers

Hi there,

I am more than willing to send you screenshot of our ‘fruitful’ correspondence in your support forum. I am posting here because it’s the only place where I’m getting replies and where it’s public so you can’t simply “close” my topic.

If this is so logical, why couldn’t you tell my that it is causing my notifications to stop working? I’ve been told it’s my hosting provider, then I was told it’s a third party plugin, but it was a simple dropdown option in your plugin’s registration settings.

Can our membership activation be achieved by your plugin?
If yes, please assist us – in your support forum of choice. If no, please let me know as soon as possible.

Thank you.

Hi,

We’re not allowed talk or offer support for the paid version here.

I’ve been told it’s my hosting provider, then I was told it’s a third party plugin,

Yes, that’s correct, if you didn’t change anything because that you’ve posted on the forums then the only explanations would be hosting provider, third party plugin or theme conflict, that was our reply.

The plugin doesn’t stop working suddenly, it stops only if someone change a setting or if you install or update either your plugins or your theme. A second explanation is a hosting provider issue. Yes, this happens quite often.

As you’ve realized, you changed the Registration Type and the email stopped working because the emails are sent only if the payment is received. We suggested to you some explanations of why it could have been happened, we tried to help you as much as we could because the plugin was working well, then you decided to post a bad review just because our replies or suggestions were not what you expected.

Once again we’re sorry about the inconvenience you experienced with the plugin. We’re happy to keep helping you on our forums only. We’re not allowed to offer support for the paid version on WordPress.

only place where I’m getting replies and where it’s public so you can’t simply “close” my topic.

Sorry, that’s not true, here is the link to your topic https://usersultra.com/support/?topic=no-emails-received-for-new-registered-users.

You’ve posted on 03/02/2017 and you’re received a reply within the same day and it was just 2 hours after you posted it.

To the moderator of the forum: We’re not offering support here. We’re just trying reply and clarify that this was not an issue with the plugin but a setting was changed and that’s why the email stopped working.

@janahooo, sorry we’re not going to keep posting on this forum, again this is against the WP policy