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@vidyakv I’ve deleted your offer to login to your user’s site. I’m am 100% sure you mean well but please never ask for credentials on these forums.

https://www.ads-software.com/support/guidelines/#the-bad-stuff

Now for the why: The internet is a wonderful place full of very nice people and a few very bad ones. I’m sure everyone here is very nice however, by giving some ones keys to your house you are trusting they wont steal anything. Likewise the person who takes the keys is now responsible for the house FOREVER.

If something was to go wrong, then you the author may well legally become liable for damages, which they would not normally have been as their software is provided without warranty.

Please be aware that repeatedly asking for credentials will result in us escalating this to the plugins team.

It’s never necessary to do that. Here’s why.

There are many ways to get information you need and accessing the user’s site is not one of them. That’s going too far.

• Ask for a link to the https://pastebin.com/ log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Ask the user to install the Health Check plugin and get the data that way.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again.
• Ask the user for the step-by-step on how they can reproduce the problem.

You get the idea.

Volunteer support is not easy. But these forums need to a safe place for all users, experienced or new. Accessing their system that way is a short cut that will get you into real trouble in these forums.

*Reads. OK then.*

These accounts are written on the plugin page as plugin authors.

@awsmin @anantajitjg @adhun @aravindajith @sarathar @nithi22

The support account has been asking for admin access for 3 years and was corrected in the past. That person is now banned from the forums.

Under no circumstances is it ever appropriate to access a user’s WordPress installation or site.

Read what Steve wrote above. I will be examining the support forums for your plugins and this repeat incident is being reported to the plugins team.

Hello, I am not quite sure how to deal with this. Will I be helped by the plugin now or was the contact not OK? Can I then be helped by an author?

Patrick: The author certainly may help you but they may not, under any circumstances, ask for a login to your site. As noted above, there are many ways for them to get needed info. Sorry that your topic was the one that drew our attention. ??

Hi Patrick

We are incredibly sorry for the kind of experience you have to face from the WordPress support forum. Our support team has already replied to you in the original ticket you have created (with our dedicated support system). We hope it helps. In the future, please do create a ticket with our dedicated support system for a quick resolution and avoid this kind of experience.

Regards
Anantajit JG

@anantajitjg “avoid this kind of experience”…. If your team were following the forum guidelines, as you were advised almost 4 years ago, this would not have happened.

We hope it helps. In the future, please do create a ticket with our dedicated support system for a quick resolution and avoid this kind of experience.

@anantajitjg That’s really a bad answer and you may want to re-evaluate if you want to continue having your plugin on www.ads-software.com.

The problem was that your support person was for 3 years and 7 months requesting access to user’s site for at least 20 times. When faced with that, instead of agreeing to comply with the guidelines, you ignore that part?

This too is being reported to the plugins team.

@patrickkarl I’ve been informed by @anantajitjg that this topic is about the “pro” version of the plugin.

For pro or commercial product support please contact the developer directly on their site. This includes any pre-sales topics as well.

https://wpjobopenings.com/support/

As the developer is aware, commercial products are not supported in these forums. I am sure they will have no problem supporting you there.