Trouble with Wordfence premium support

  • I know this is the support forum for the free version of Wordfence, and I am supposed to post to the support area of your website for premium support issues. But our problem is with the Premium support itself. Your support agent said he was not able to view the responses we were adding to the ticket through the support area, but the responses were clearly there from our view. Now the ticket itself has disappeared, along with all the information we supplied.

    Our problem was that the premium Country Blocking feature was blocking some people from countries that we were allowing to view the site.

    Is there a way that I can escalate an issue, or somehow get effective support for this issue? Do you have more than one support agent handling the premium support issues?

    https://www.ads-software.com/plugins/wordfence/

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author WFMattR

    (@wfmattr)

    Donna,

    Sorry for any difficulty. It may be a spam filter misidentifying your emails or another problem.

    Please email me directly at: mattr (at) wordfence.com

    Thanks!

    -Matt R

    Donna,

    Thanks for writing. We cannot discuss this here however just so you know that I am listening, the emails you send create a separate ticket. Three different email addresses mean three separate tickets. I’m working with the emails you send, then Mike sends, and also the info@ account emails. Mike and I are working through your issues so let’s keep it in the ticket system and just let Mike email everything in.

    I am currently waiting on Mike’s reply.

    tim

    Note to the forum mods:
    Sorry for this Jan. Just wanted to be sure the customer understood we were responding in the appropriate place.

    We are a paid member so what is below all about??

    [Oct 25 23:20:35]
    Preparing a new scan.
    Done.
    [Oct 25 23:20:35]
    Remote scan of public facing site only available to paid members
    Paid Members Only
    [Oct 25 23:20:37]
    Check if your site is being Spamvertized is for paid members only
    Paid Members Only
    [Oct 25 23:20:39]
    Checking if your IP is generating spam is for paid members only
    Paid Members Only
    [Oct 25 23:20:41]
    Checking if your site is on the Google Safe Browsing list is for paid members only
    Paid Members Only

Viewing 3 replies - 1 through 3 (of 3 total)
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