Vault Backup not working

  • Resolved susanlahey713

    (@susanlahey713)


    1 year, 5 months ago

    I have been dealing with this for hours with the AI, to no avail. I purchased the security package in June. Vault backup showed as active. But every time I clicked on it, it tried to sell it to me again. I don’t know where my license key is but I have purchase confirmation emails and screenshots that show it as installed and active. I just want to back up my site without paying for something I already paid for or spending any more time on this.

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

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Stef (a11n)

    (@erania-pinnera)

    1 year, 5 months ago

    Hi there, @susanlahey713,

    I’m sorry to hear about the trouble, but thanks for reaching out.

    I see that your site has the Jetpack VaultPress Backup plugin installed (which is also well connected!), but there’s not active plan tied to it.

    I checked the account that owns the Jetpack connection, and no plan is tied up to it, too. I suspect you might have purchased the plan with a different email address/account, and the license key enabling the Security features has never been associated with the site.

    We’re very happy to straighten this out for you! Since you’ll need to share sensitive data such as the purchase’s confirmation email (and possibly also the transaction ID of the purchase), we need to move the conversation in a private email.

    Can you please contact us via this contact form and mention this thread? We’ll get back to you shortly 🙂

    Look forward to your reply, and thanks in advance for your cooperation in sorting that out with us!

    Plugin Support Chatoxz (a11n)

    (@chatoxz)

    1 year, 5 months ago

    Hello there, Sebastian from Jetpack here.

    I have answered your support ticket please answer there, so we can keep the conversation clear.

    Cheers,

    z-9190621

    Thread Starter susanlahey713

    (@susanlahey713)

    1 year, 5 months ago

    z-9190621

    Happy to keep the convo here but I can’t upload or forward the email to here. It was sent to an email account I don’t use anymore. I can’t see how to upload or forward it here. Here’s the deets. The email was [email protected]

    Receipt ID: 9386xxxxx
    Transaction ID: 4UP4849xxxxxxxxx

    I tried the disconnecting and connecting. But I can’t do it with that email. Can you just send me the license key?

    I thought someone moved it off here for privacy

    Plugin Support Stef (a11n)

    (@erania-pinnera)

    1 year, 5 months ago

    Hi there, @susanlahey713,

    We have just replied to your ticket request and sorted it out. Can you please reply to the email to confirm you are all set?

    I requested the forum mods to redact the sensitive data in your last comment above 🙂

    Let us know if you still more help!

Viewing 4 replies - 1 through 4 (of 4 total)

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