Title: Disappointingly bug ridden Last modified: September 30, 2016 --- # Disappointingly bug ridden * [pagallery](https://wordpress.org/support/users/pagallery/) * (@pagallery) * [9 years, 8 months ago](https://wordpress.org/support/topic/disappointingly-bug-ridden/) * I’ve been using PootlePress plug-ins since 2014 when I purchased the original Page Builder for Canvas and I was a fan. I wish I could rate the new Page Builder Pro more highly but my experience of it since July 2016 has been a sorry tale of bug after bug and confusing support. * I purchased unlimited licenses for the Page Builder Pro plug-in back in July 2016, wanting to use it to build some websites which the end-users would be able to update easily, plus convert my existing website which use the now out of date Page Builder for Canvas. All the demo videos which had preceded the launch made it look super easy to use. Initially, all I wanted to do was create pages which had 4 columns each of which had a different colour scheme. * Unfortunately, my experience is of one bug after another. The latest bug, which the Pootlepress told me would be fixed in v3.5.0 wasn’t, neither was it fixed in v3.5.1 and I’m now told that it will be fixed within the next month. Unfortunately, it renders the plug-in almost unworkable if you need to use the text editor rather than just use the Live Edit facility. * First problem after upgrading was that, having upgraded to Pro, pages created in Live Edit didn’t display the rows when viewed in Firefox, but did when viewed in other browsers. Pootlepress support advised that this was a bug that they were fixing. * Next problem was that, having purchased unlimited licenses, I couldn’t get the upgrade to install on a site because my user e-mail address wasn’t the same as the e-mail address I’d used to purchase the licenses. After about a week of trying to sort the issue with Pootlepress support (which involved trying to install Page Builder Pro on at least 5 different sites), I was eventually put in touch with Freemius who look after the licensing for them and was told that there was a bug in the licensing system but they gave me a work round. Freemius were at pains to stress that it was a bug in their system not Pootlepress. * Once the multi-license installation issues were resolved, Page Builder Pro still didn’t work but after yet more to-ing & fro-ing with Pootlepress support it turned out that you need to activate one of the blog customizer, photography or Woocommerce plugins for the additional Page Builder Pro functionality to work – which isn’t mentioned anywhere in the documentation. * With that issue resolved, I started off simply, so I thought, with a need for a row containing 4 columns each containing the same amount of data both in shape and size, fully expecting the columns to be the same size – they weren’t. There were also problems with actually inserting images – different problems depending on which method of inserting was used. On 12 August 2016, I was told there would be a release to correct this within two weeks.  * I updated to v3.1.0 on 12 Sept 2016, deactivated all plug-ins except Page Builder Pro and found that the issues hadn’t been resolved. In addition, Live Edit was not working consistently in that ‘Update’ was hanging and the only way to get any progress was to leave the page and lose any changes that had been made. Instead of using Live Edit, I tried using Edit Page and then editing the Page Builder rows. This sometimes worked and sometimes didn’t. To ensure that the problem wasn’t being caused by plug-in or theme conflicts, I set up a clean site with nothing but 2016 Theme and Page Builder Pro installed and got the same results. * On 15 September, I was told that the problem was with the color picker and that there was a new update coming out the following week. * I updated to 3.5.0 on 23 September – but the issue had not fixed. I was told to stick to working in one view. What was really frustrating was that prior to the v3.1.0 update, I’d been able to edit either in Live Edit, Edit Page and in either the visual or text option without these problems. * Updated to 3.5.1 on 27 September – but the issue was still not fixed. I was told to edit text using Live Edit, not to go into any other view. I asked how I could deal with things like adding mail to links without going into the text editor and received no response. * On 28 Sept, I was told that the issues would be fixed in the next month. * Pootlepress support is confusing and they seem to ignore quite a lot of the information you give them. * There is a support forum but if you look at it a number of the posts have never been responded to by Pootlepress or the contributor has been asked to raise a support ticket. In order to raise a support ticket you have to log-in to your Pootlepress account. When you submit a support ticket from there, there’s a message saying that you will get an automatic acknowledgement – you don’t so you don’t know whether it has been received or not and there is no record in your Pootlepress account of any support tickets which have been submitted. When you do get a response from Pootlepress it is headed ‘Re: PootlePress Support ticket for:’ with nothing after the ‘for:’ . This means that if you have multiple issues it is really difficult to keep track of each one. Plus if you have been given a solution and want to revisit it you have to open up loads of e-mails to find the one you are looking for. * It used to be that you could see support tickets in your Pootlepress account but now all historic support tickets have disappeared. Viewing 3 replies - 1 through 3 (of 3 total) * Plugin Author [pootlepress](https://wordpress.org/support/users/pootlepress/) * (@pootlepress) * [9 years, 8 months ago](https://wordpress.org/support/topic/disappointingly-bug-ridden/#post-8239031) * Hi Gillian, * I’m very sorry to hear the problems you’ve had but thanks very much for taking the time to write such a long and detailed list – your feedback is incredibly helpful 🙂 * Here are some answers.. * – Freemius software licencing – We decided to move away from using WooCommerce for the licencing for Pootle Pagebuilder Pro because we kept on having glitches using WooCommerce and their software licence ‘add on’ for our other plugins. We loved the look of Freemius and after discussions with the team there decided it would be a good fit for Pootle. Freemius is a relatively new licencing solution so we expected a few glitches, however the licencing workflow was overly complex for our users and caused many issues (and a lot of support handholding). The team at Freemius worked incredibly hard to put this right and I’m pleased to say that the new licencing software works great. * _note to other plugin authors_ – if you are considering using Freemius for your plugin please don’t be put off by the negative review of Freemius above. Vova and his team are incredibly responsive and the licencing workflow is super smooth. I highly recommend Freemius for a licencing solution for your plugins 🙂 * – Match height columns – As you note this was a bug in Firefox which was fixed in the following release. This now works really well in all our tests, and with no customers reporting any issues. Please note this only shows once the page is actually published (and not in live preview) so this may be what’s causing it to look like it’s not working for you. * – Support – We are a small team but we do our best to balance support and development. We don’t always get this right but we try our best. * – Support forum – Our support forum is actually for our Pootlepress academy members, whereas we use Helpscout and support tickets for our Plugin and Theme customers. We’ll improve the signposting on this so it’s clearer going forward. * – Support tickets in your dashboard – We’ve never shown support tickets in your Pootlepress account so I’m wondering if this another company you are thinking of? * I hope those help clarify your issues somewhat – thanks again for taking the time to write * Jamie - This reply was modified 9 years, 8 months ago by [pootlepress](https://wordpress.org/support/users/pootlepress/). * Thread Starter [pagallery](https://wordpress.org/support/users/pagallery/) * (@pagallery) * [9 years, 8 months ago](https://wordpress.org/support/topic/disappointingly-bug-ridden/#post-8239599) * Jamie * Just to clarify – the Support Forum I was talking about is the one that shows up under the PageBuilder Pro drop down menu within WordPress, not the Academy Support Forum on the Pootlepress website. * Plugin Author [pootlepress](https://wordpress.org/support/users/pootlepress/) * (@pootlepress) * [9 years, 8 months ago](https://wordpress.org/support/topic/disappointingly-bug-ridden/#post-8241950) * Hi Gillian, * Thanks for the clarification, * Yes that forum is for the free version of the plugin, and is hosted on wordpress. org – for pro customers we use a ticket system so we can better track them, * Hope that makes sense, * Jamie Viewing 3 replies - 1 through 3 (of 3 total) The topic ‘Disappointingly bug ridden’ is closed to new replies. * ![](https://s.w.org/plugins/geopattern-icon/pootle-page-builder_8f8b72.svg) * [Pootle Pagebuilder - WordPress Page builder](https://wordpress.org/plugins/pootle-page-builder/) * [Frequently Asked Questions](https://wordpress.org/plugins/pootle-page-builder/#faq) * [Support Threads](https://wordpress.org/support/plugin/pootle-page-builder/) * [Active Topics](https://wordpress.org/support/plugin/pootle-page-builder/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/pootle-page-builder/unresolved/) * [Reviews](https://wordpress.org/support/plugin/pootle-page-builder/reviews/) * 3 replies * 2 participants * Last reply from: [pootlepress](https://wordpress.org/support/users/pootlepress/) * Last activity: [9 years, 8 months ago](https://wordpress.org/support/topic/disappointingly-bug-ridden/#post-8241950)