Plugin no longer accessible

  • Resolved dzarelli

    (@dzarelli)


    6 years, 11 months ago

    Hello. Since some time last week we have been unable to access the CaptainForm plugin in our instance. We have a “hero” license, but we are seeing the following error when we click on the CaptainForm link in our instance –
    “You cannot use the plugin on this website yet.”

    It suggests if we are using a new site to activate the license key and add the required URL. The URL is the same as it was before (nothing has changed) but this error message still persists. Any assistance is appreciated.

    Thanks

    The page I need help with: [log in to see the link]

Viewing 9 replies - 1 through 9 (of 9 total)

  • Same. Happened twice now.

    Thread Starter dzarelli

    (@dzarelli)

    Thanks for the feedback jbroner212. Were you ever able to figure out how to get past the error message?

    Nope. It just started working again on it’s own, and now it stopped working again. Emails to support team have not been answered.

    Plugin Contributor CaptainForm

    (@captainform)

    Hello,

    Please accept our apologies for the delay.

    Last days we have encountered an issue which generated the respective error, however now everything should work properly.

    If you are still encountering issues, please reply to support@captainform.com with your support keys, which can be found within My Account or Settings -> CaptainForm section, and we will gladly assist.

    We apologize for any delays and misunderstandings generated.

    Kindest regards,

    Thread Starter dzarelli

    (@dzarelli)

    We have engaged support@captainform.com and haven’t received a reply since April 13th. We are still unable to use this plugin and need some support. We still experience the same error and have 11000+ users impacted by this since we have the plugin installed on several of our 103 blog sites. I would really like to have some movement on this issue. The issue is NOT resolved. PLEASE ADVISE.

    Plugin Contributor CaptainForm

    (@captainform)

    Hello,

    Firstly, please allow me to offer you our sincere apologies for all the delays that you have experienced since you reported this issue.

    We have sent you a reply and additional information regarding this matter.

    Please rest assured that our team is indeed working to fix the error. Once we will have updates from them, you will be the first to know.

    Kindest regards,

    Thread Starter dzarelli

    (@dzarelli)

    Thank you. Could you possibly advise on an ETA for a response for this?

    Thread Starter dzarelli

    (@dzarelli)

    Hey guys – Our form is still broken. Working with Diana N and Simina D over email we were instructed to do the following:
    go to Settings -> CaptainForm and press Disconnect. This will generate a new Support key. Next please go to CaptainForm -> Change plan and activate the new free account generated and provide us with the new support key.

    This does not work because cannot activate a free account on a multi-site instance.
    Error:
    “As a WordPress Multisite user, you can only purchase our Hero plan, which provides multisite support.”

    We have paid for the hero plan already. I think you will need to generate a new key for us and email it. PLEASE ADVISE. We are still unable to use this plugin.

    Plugin Contributor CaptainForm

    (@captainform)

    Hello,

    Please allow us to apologize for all the delays that you have experienced regarding this issue.

    Could you please reply to our email thread with the details requested and let us know if you succeeded to follow the steps provided?

    Thank you for your understanding.

    Please rest assured that our team is working on this aspect with the highest priority.

    Kindest regards,

Viewing 9 replies - 1 through 9 (of 9 total)
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