It has potential, but the support is horrible

  • I like the interface and how easy it is to use the plug-in to build courses. Slick design, easy set-up. The problem starts with the payment process. They offer Paypal, which is fine, but sometimes it lacks the credit card option, according to country. So I integrated SureCart, which then have as an official add-on. Once you integrate it, customers get an order confirmation from SureCart with a login to Surcart, but not the course on Masteriyo. There was no documentation on Masteriyos page how to use SureCart when I added it, and since it’s not an official add-on, no documentation on SureCarts site. Students didn’t know how to login, so I contacted customer support, to know how to trigger the login-emails with SureCart. The answer was two times very condescending, telling me I’m not reading the emails and documentation properly and I should use WooCommerce, which I did not intend, since the check-out and order confirmation is complicated. I then contacted SureCart for help, and they responded within a day and I added a Login button within their emails. While Masteriyo could have answered in simple ways, saying “The login emails are not sent out, if you use SureCart. So you have to add the login to either to SureCart or to your Thank you page.”, they sent me a long text of why I’m using the plugin and that I need to read the documentation on SureCarts website. I mean common. Hence. SureCart is not fully integrated yet and you have no options to change the customers emails from Masteriyo anywhere or trigger them manually. In this most important step, I fell the plugin is totally missing the point. I was thinking getting the pro version, but if the basic things are already not working and there is not documentation provided that warns you about the pitfalls, I doubt the paid version is any more useful.

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  • Plugin Author masteriyo

    (@masteriyo)

    The SureCart integration is designed to let SureCart handle all processes, including orders, sign-ups during checkout, emails about orders and sign-ups, and the page you see after buying.

    We’ve been trying to explain that your understanding of the SureCart integration is incorrect. You create a SureCart product and link it using the SureCart integration. When a user buys the product through SureCart, it creates the account during checkout, sends the user to a thank-you page, and sends registration and order emails.

    The default thank-you page doesn’t show course access information, so we’ve provided this guide: https://surecart.com/docs/custom-thank-you-page/ to offer you instructions on how to customize the SureCart thank-you page and put the link to your Masteriyo Account page’s course section on the SureCart page to guide the student.

    If you’re not receiving order or registration emails, please check your SureCart settings and SMPT or contact the hosting provider. Also, according to SureCart, you must change the checkout form to add password fields for user registration. We’ve provided instructions for this here: https://surecart.com/docs/password-field-checkout/

    Following these two guides should solve your problem. During checkout, the user will be automatically registered, and the thank-you page will show how to access the purchased course.

    You seem to think that Masteriyo handles the SureCart checkout, but it doesn’t. Masteriyo doesn’t control SureCart’s checkout, order, or registration processes. When someone buys a course through SureCart, Masteriyo just syncs the user information from SureCart and gives access to the course.

    We keep getting messages about Masteriyo not sending registration emails, so we’ve asked you to read our instructions carefully. We never meant to be disrespectful or hurt you.

    Also, we didn’t mention WooCommerce in our conversation. Could you tell us where you think we suggested using WooCommerce instead of SureCart?

    We are still available for support because we do not differentiate between the free and premium users. Please create the topic on our support forum or contact us via live chat from our official website. We will get back to you as soon as possible.

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