Matthew Strange
Forum Replies Created
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OK, I’ll do that. But please take note of the various issues I have raised during this conversation.
Technical issues (inadequate error message returned, failure to store message in database) and logical issues (incorrect suggestions as to the email problem, general inability to resolve pro access issues) should not be ignored, as they have made this whole process much more difficult than it should be.
I did a little more digging and it seems that “fbcwellsboro.com” is not a registered domain name. When I try to send an email to a…@fbcwellsboro.com I get this…
This is a system-generated message to inform you that your email could not
be delivered to one or more recipients. Details of the email and the error are as follows:
<a…@fbcwellsboro.com>: unable to look up host fbcwellsboro.com: Name or
service not known
…
Action: failed
Status: 5.4.4
Diagnostic-Code: X-Postfix; unable to look up host fbcwellsboro.com: Name or
service not knownHow your system is sending emails to a non-existent address without generating bounce messages is something you should look into.
Mea culpa: I see that when I purchased Otter Pro, I accidentally typed “fbcwellsboro.com” instead of “fbcwellsboro.org” which is the correct domain name. Please correct my error in your records so that I can get the premium support I need.
What do you mean, you answered it? Are you saying that you sent me an answer via email? If that is the case, it seems that for some reason, you are unable to send email that gets through for that account, because I have not received any email from anyone at themeisle other that the cc on replies in this thread.
This forum uses my …@studioedwards.com email address, while the Otter Pro subscription was purchased under a different account (…@fbcwellsboro.org) and it appears that those are not coming through.
Can you please check your mail server to see if you have bounce messages for the fbcwellsboro.org domain? Alternatively, send the instructions to my studioedwards.com address.
I still have an issue with Otter Pro forms that I need to resolve.
OK, I’ll use that contact form, but: no, it’s not “possible that you are using the wrong email”…
If I use a “wrong email” address, I get this reply:
Error: There is no account with that username or email address.If I use the correct email address, I get this reply:
Check your email for the confirmation link, then visit the login page.I’m trying to be patient about this, but you don’t even seem to understand how your own system works, so do you wonder why I’m getting frustrated?
OK… I am a premium user (at least, I paid Themeisle a bunch of money for Otter Pro) but when I go to the ‘premium support channel’ linked above, I get a page asking me for my email and password. But it rejects everything I try.
I tell it I lost my password and it says it will send me a link, but no link ever arrives.
I tell it to send me a “Magic Link” but no email ever arrives.
How do I get support if I can’t even log in to your site?
OK, feel free to delete this topic. I’ll go find the premium support channel. Thanks.
Update: I managed to get our issues resolved and all of our forms are now working, but I’m severely disappointed with Themeisle’s support at this point. The “free vs pro” comparison page at https://themeisle.com/plugins/otter-blocks/upgrade/ says: “On average, Otter Pro users get a reply in five hours or less.”
Consider me an unhappy customer at this point.
Seriously, it’s been a day since I started this report, and no reply? Is this the wrong way to get “pro” support? I can’t find any other way to contact you when I need help. Please advise.
Update #2: the issue with 5 forms silently failing is identified as a problem outside of Otter Blocks, but it does point out some serious issues…
1: you need to store the entry in the database before attempting to send the emails. When email fails to send, losing it altogether is not a valid option.
2: you need to pass the error message that caused the failure back somehow, or store it somewhere, to assist in troubleshooting and resolving.
Side note: I purchase Otter Pro mainly for two things: the ability to store form entries in a database and the promise of faster/better technical support. The database is there, but really needs to be enhanced. And so far, the technical support is no different than with the free Otter Blocks.
- This reply was modified 2 months, 3 weeks ago by Matthew Strange.
Update: I just tested all 10 forms on our site: 4 work, 1 returns an error message*, and 5 silently fail. If I knew were to look for some sort of error message, that would be very helpful.
*Mesasge: “Something went wrong; please check your entries and try again.”
Forum: Plugins
In reply to: [Hyperlink Group Block] Feature Request: Specify tab to openYes, that seems to be much better. Thank you.
Type fix confirmed too. All issues resolved.
Forum: Plugins
In reply to: [Hyperlink Group Block] Feature Request: Specify tab to openIn the places where I want to cause all links to open to the same tab, I remove both noopener and noreferrer. That does make me nervous, and I considered abandoning the whole idea of targeting a specific tab, but then you provided the option, so I’m going that way. Philosophically, I’m fine with the target sites knowing that I referred them. But I do worry a little about the potential for “tabnabbing” that noopener exposes. But all in all, I trust the sites I am linking to.
And I’ll definitely check out gallery-styles: that may resolve a different problem I was working through!
Forum: Plugins
In reply to: [Hyperlink Group Block] Feature Request: Specify tab to openI tested the new version extensively and it now does exactly what I requested. Thank you!
But… I followed the “Donate to this plugin” link and it only takes me to the forums page of reviews. Likewise, the plugin description page at <https://ww.wp.xz.cn/plugins/hyperlink-group-block/> has a “Donate to the plugin” link that goes to the reviews page.
Do you no longer accept financial donations? I wanted to make a contribution, since this plugin is very useful to me, but I cannot find a way to do that. Is leaving a 5 start review enough?
I did find a place on the tiptoppress.com site where I can pay for a different plugin. Can I use that?
Sure, I can report/interact via GitHub. I’ll take some time to see what is already reported before I start adding my observations.
Thanks again,
m