Pro license here but not getting any support via the channel you prefer

  • Hello. I bought a pro license a few years ago and have hardly had to reach out for support (mainly because this is a side project that doesn’t get a lot of time on my part). Recently I realised that my Captivate projects (HTML5) aren’t showing on Apple devices. Also, lightboxes aren’t showing on Windows either (only iFrame and open in window). I have submitted a help request via the elearning freak website (apparently your preferred avenue for support) but there’s been no response. So I submitted an email request (to the email I already had on file) and still no response. I’m starting to wonder if I made a mistake buying a lifetime license because it seems you don’t need to support me anymore, unlike subscription licenses. It’s not a great feeling! If you’re overrun / have COVID and need me to wait a week or so, is there nobody that can send a simple message to flag this? That would be better than stone cold silence. My project is stalled until I can get this issue sorted.

    • This topic was modified 1 year, 8 months ago by hangojango.
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  • Moderator Yui

    (@fierevere)

    永子

    For pro or commercial product support please contact the developer directly on their site.
    This includes any pre-sales topics as well.
    As the developer is aware, commercial products are not supported in these forums.
    I am sure they will have no problem supporting you there.

    PS: if your post is held fo manual moderator review, there is no need to duplicate it.

    Thread Starter hangojango

    (@hangojango)

    Thanks for your reply Yui but as I already stated, there is no support coming from the developer via any other channel. After logging onto the ‘elearning freak’ website and clicking Support, then Contact, I am taken to a generic contact form. It is the same page used for pro and random users. In other words, there does not seem to be a dedicated Support space for pro users. https://help.elearningfreak.com/contact.

    Btw, the Support page (before clicking Contact) just has generic FAQs, no human interface for troubleshooting.

    If I’m missing something here and there actually is a Support channel for premium license holders, I’d love to know about it.

    Otherwise, how else does anyone with this plugin get an issue resolved? From what you’re saying, it’s better that nobody buys the plugin in order to get support via this forum.

    • This reply was modified 1 year, 8 months ago by hangojango.
Viewing 2 replies - 1 through 2 (of 2 total)
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