Hello Nicholas,

Thank you for purchasing our product, and for reaching out to us.

Please note that the official support language is English, and we have to use Google Translator to try and understand other languages. Since a lot can be lost in translation, we apologize in advance if we misunderstood some segments of your message, and we also ask you to please translate your future messages to English.

Thank you for your understanding.

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Looking forward to your reply.

Hello Nicholas,

We tried to book several times and we were successful but we couldn't to replicate the issue, none of our appointments were canceled and as far as we can see, everything is fine.

We see that you give customers the option to cancel reservations by email have you checked with them to see if they are doing it on purpose or if they may have accidentally clicked on the cancellation link?

In any case, what we have to ask you to do is to contact us immediately the next time it happens and to tell us which appointment has been canceled (be sure to check with the customer whether he canceled intentionally or accidentally maybe).

Also, we have released the new version of Amelia 4.5 please update it to the latest version so that the plugin is up to date and so that can work properly. You are using the older 4.4.1 version of Amelia.

If you have any more questions please feel free to open another ticket.

We wish you all the best.

Hello Nicholas,

Thank you for reaching out to us.

We kindly asked you last time to upgrade Amelia to the latest version of Amelia which is 4.5 as we can see you are still using the old version 4.4.1.

We do not provide support for old versions of Amelia because we cannot find out what the issue is exactly because older versions of plugins can have various conflicts and issues, so we are upgrading and improving them.

We are sending you the latest version of Amelia in the attachment that you need to install and we hope that it will solve your issue, in case it does not solve the issue (it should) then we will be able to check what exactly is happening because the plugin will be in the latest version where everything is supposed to work.

We will also send you detailed instructions on how you can manually upgrade the plugin in a few steps, and of course when you do this purge cache.

Go to Amelia Settings/Activation, and make sure that the "Delete Amelia content" slider is disabled. 

Then, go to your Plugins section and deactivate the plugin. If you're using WordPress 5.8+, you'll be able to go to the Plugins section/Add New, and upload the file you previously downloaded.

When you upload the file, WordPress will inform you that you're replacing the plugin with the new version, so just confirm that. After the plugin is installed, activate it, and make sure to purge all cache from your website.

We hope that everything will be fine after the upgrade.

Hello Nicholas,

We have forwarded your ticket to our level 2 agents and as soon as we get some feedback from them we will contact you immediately.

Hello Nicholas,

Do not worry we will pass along these screenshots as well, and as soon as we get some feedback from them we will contact you.

Hello Nicholas,

We got the feedback from our colleagues they say this could be an issue with some browser security addon that checks the links in the emails and scans for viruses. The link needs to be clicked in order for the addon to check that and that is how the appointment may have been canceled. 

If that is the case, you can remove the %appointment_cancel_url% placeholder from the email template and have customers only cancel the appointments from the customer panel.

Hope this helps.

Hello Nicholas,

We will forward your ticket to our level colleagues again and as soon as we get some feedback from them we will contact you.

Hello Nicholas,

Since we told you to remove %appointment_cancel_url% placeholder, we can only see only one canceled appointment, 01. April at 5 PM.

Please tell us which ones are being canceled and were there any cancellations after April 1st?

This is the only thing that can cause auto-cancel or manual cancellation by an employee or customer. 

Please tell us if you can reproduce the problem too because we were not able to do it? This again indicates to us that this it's up to the virus checker, this is issue with some browser security addon that checks the links in the emails and scans for viruses.

Looking forward to your reply.

Hello Nicholas,

As far as we can see, notifications are not being sent now, but notifications used to work without an issue as we recall, in which case we would ask you to review the following few things, an issue with email notifications could be caused by several reasons:

1. Your hosting provider is blocking all 3rd party settings and only allowing their SMTP (or other) settings.
2. Your website has a PHP version of less than 7.
3. The credentials are not correct.
4. There's something else blocking the notifications from being sent.
5. If you're using Gmail, please check out this article for detailed setup instructions.

Please check these points, and let me know if you were able to resolve the issue. If you're still not able to resolve the issue, we'll need to remote into your website, and see what's going on.