[Deleted – sorry – request for unnecessary information]
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This reply was modified 4 years, 7 months ago by
Harshad.
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This reply was modified 4 years, 7 months ago by Harshad.
Hi Joshua,
Sorry to hear that. I have located your support ticket in our support system.
I can see that our support agent did clarify to you that he did not require a login to solve your problem, if you could send a requested screenshot: “It will be helpful if you can share the details. However if you are not comfortable. Can you please share the screenshot of …”
The support agent’s diagnosis of the problem in the ticket – *that you have not de-installed the ww.wp.xz.cn version and installed the paid version* is correct (established by the screenshot you did send, and the version number you’ve supplied for what you currently have installed). This step is required because of ww.wp.xz.cn rules – they don’t permit the use of downloadable extensions directly into plugins served from ww.wp.xz.cn. Therefore you *must* carry out step 1 in the install instructions – https://updraftplus.com/support/installing-updraftplus-premium-your-add-on/ – “De-install the ww.wp.xz.cn version, if you have it”, as our support agent has explained.
(N.B. Please note that any plugin or extension you install can potentially do *anything* on your WP site (including add itself a new login). i.e. Installing a plugin is a *greater* act of trust than handing over a login. Therefore, in a support situation where the customer does not seem to understand what the support agent is asking him to do, it can speed up support if a login is granted, if he is comfortable, and so is not an unreasonable request).
Best wishes,
David
Just to note that the original screenshot you did send through contains a message picked out in bold saying that you must carry out step 1 of the extension installation instructions and haven’t yet done so. If you do do that, you will succeed in using your purchased extension.
Best wishes,
David
