Hello Tomáš,

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 Tomáš,

We just got the feedback from our colleagues and they have told us that if the cron is already triggered when one this appointment is canceled then this how it works and cron should be sent since it was triggered already. 

We would need

1. Temporary admin access 

2. access to your database so that we can test and check this 

So the URL of phpMyAdmin and credentials 

3. exact date and time of that appointment

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 Tomáš,

Unfortunately, I was not able to log in either

Can you perhaps try and set temporary admin link without credentials so that we can log in only via token?

And, yes, if the cron is triggered already then it will be sent no matter if the appointment is canceled. Please bare in mind that this is how cron work and that cron is not our product. Cron is Wp product that is set outside Amelia and it can be used without Amelia since it something that is built in WordPress and this is something that we can influence or change the way this feature works.

Looking forward to your reply. 

Hello again,

Please do not forget these

We would need

1. Temporary admin access 

2. access to your database so that we can test and check this 

So the URL of phpMyAdmin and credentials 

3. exact date and time of that appointment

We do not need only admin access we need also database and time of the appointment.

You do not need to be an expert just create a new admin user in WordPess users set any user name or mail and any password and send this to us in private response .

And for database access you can just reach out to your hosting provider and ask them so send you this data and you just forward this to us so that we can take a look.

Looking forward to your reply. 

Hello again,

No, of course, we don't do that and this is not our attention, but this is something we do for our users dozens times a day and we don't have an issue logging in with other users. 

We know that you sent us credentials, but we have already shown you that these credentials do not work, and we thought that you could create a new user with new credentials so that we could try logging in with new credentials. 

We didn't think it would much of an issue for you to try to create a new user and new credentials to send to us. We do apologize for that.  I will forward your ticket to my colleagues so they can try to log in with the old credentials you sent us to see if it will work for them.

Please take a look at our screenshot

A week ago we asked you for access to the database in order to check this, we need the database for this and you still haven't sent it to us. Can you please send us access to the database so that we can investigate the issue

Looking forward to your reply. 

Hi Tomáš,

Thank you, we can confirm we are now able to fully log in to both WP-Admin and in the Database.

I am not able to isolate how the Notifications happened exactly,  but we are also not fully understanding the process you described from the start of the ticket, where you explained how you moved some Calendar Events and that caused a 'collision'.

I can advise that Amelia is not capable of cancelling any Appointment on its own.

So, for example, if you delete a Calendar Event from the connected Google Calendar;

this will not cancel the Appointment in Amelia.

Or, if you move the Date and/or Time of the Calendar Event - that will not reschedule it in Amelia.

We only have an idea that perhaps, it could happen if the Customer's Email has a 'link checker' and it somehow cancelled the Appointment like that;

but our Senior Agents will now take a look at all the details you provided - we can also now check from the Database Notification Log if needed, so we should be able to provide more details.

But we will let you know if any further clarification or details are needed from your end.

Thank you again for your patience.

Hi Tomáš,

Our Senior colleagues went through all the details you described on the ticket and the issues, and they investigated your Amelia Setup and the Database.

-

1. First, in regards to the Google Calendar Synchronization and the appointment getting cancelled on its own:

As we mentioned, the 2 way Google Calendar integration does not work in a way that, if you do anything on the Google Calendar - to cancel the Appointment.

We mentioned this in the Documentation.

To summarize - anything you change in the Google Calendar Event is not going to reflect in the Amelia's appointment status or time.

Even if the Employee deletes it from the Calendar - that does not cancel/or reschedule the Appointment in Amelia.

The only way to cancel the Amelia's Appointment can be done from Amelia itself.

2. In regards to the Email Notifications arriving at the same time to the Customer, the 'Reminder' and the "Cancelled" template :

The only realistic way how that could happen ( the canceled Email and the Reminder to arrive at the same time) is if a Customer manually cancels the appointment at the same time when the Cron was scheduled to be triggered;

3. Our Senior Team has gone through your Setup and the Database, they are not able to find any discrepancies, everything seems in order.

We escalated this now with our Developers, they will do their best to try and identify if there is any issue and we will advise you as soon as they provide us with an update.

We will let you know if the devs need any more details/ or access from your end, such as examples, etc.

Thank you for all your patience.

Hi Tomáš,

Yes. It seemed to me as well that something like that could have happened;

but when our Senior colleagues investigated, they could not validate that this was possible in your specific use-case

so our Developers are taking a closer look from their end;

they will take that point into consideration as well, including the possibility of some 'link checker' that the Customer's might have had in their Email, etc.

As soon as the devs advise, we will report back again.

Thank you once again for all your patience.

Hi Tomáš,

We have update from the Developers.

The developers cooperated with our SEO Team and when it comes to this specific occurrence, it does look strange but the only realistic scenario we can say is that this Customer most probably just manually cancelled the Appointment around the same time when the Cron was scheduled to 'fire' to send that Reminder Notification.

Then, the Customer received both Emails at the same time.

It is very strange, but that is the best scenario we can confirm - anything else is not feasible, because, in your Notification Templates, you do not have that 'automated cancel placeholder' set up.

For example, in your Appointment Approved - you only have the 'standard Customer Panel URL" link;

and in the Reminder Email - you don't have any 'cancel button/link' so please ignore what I said earlier about possible 'link checker issues' , that can not happen in your use-case.

So to summarize, that is the only realistic scenario we can confirm for this case - that the customer manually cancelled their appointment, around the same time when the Reminder Email was sent.

But we will be here - please let us know if you notice the same issue happen again and we can take another look on the new incident ( if it repeats).

Thank you.

Hi Tomáš,

My apologies it took so long to reply.

Thank you for your patience and for pointing that out - when we checked in your Notification Templates, we did not spot that %appointment_cancel_url% Placeholder in the Email, but when I change the Language to Chech, now we can see it is added to the Template.

I agree with you - if the Customer speaks the truth and they did not do any action, but they just automatically received both Reminder and the "Cancelled" template at the exact same time - it could be the issue with a 'link checker' they got on their Email Provider.

When we check how you set up the Placeholder for the appointment cancellation, it looks perfect, when we edit the link, it is just %appointment_cancel_url%  so that is not the issue.

After new consultations with our Senior Support, we found an old ticket in which a User had this/same issue.

It is as we suspected at one point, this particular Customer must have some sort of a 'link checker' built into their Email Program.

We will elaborate about this scenario in more details :

Amelia can't cancel any appointments on its own. 

If the appointments were not canceled manually by the client, yourself, another admin, or any Amelia Managers, the only other option that's left is a link checker. It looks like this:

What link checkers do is they validate each URL/link that's in the email, and in order to do that they have to visit the URL. 

Those can be built into the end user's (customer's) mailing platform, or they could be add-ons for the browser or the email provider (Gmail, Yahoo, Outlook, etc). 

When the link checkers visit the cancellation URL (to check for potential viruses), they cancel the appointment. 

Unfortunately, there's nothing we can do in this case. 

The only workaround would be to create a Front-end Customer Panel and explain the procedure in the email, like:

"To cancel your appointment, please log in to your Customer panel, and click on the pencil symbol. 

There you'll see the "Cancel" option."

I am truly sorry for that inconvenience. We hope that can help as a workaround solution. 

 Let me know if you have any additional questions.

Hi Tomáš,

You're welcome, I am happy to help.

We finally discovered and isolated what happened in that case, sorry it took so long, and we would not be able to do so without your help of pointing us to the cancellation URL placeholder in the Notification Template.

2. In regards to a button, something like "unsubscribe" - We do not have anything like that;

but even if we would, that would not work as intended.

When you activate a Notification Template in Amelia and if you add that %appointment_cancel_url% placeholder;

if the Customer has the link checker built-in their Email client - that 'link checker' software is going to visit that link to check if it is a virus;

and our %appointment_cancel_url% placeholder is made in a way that, as soon as it is clicked, it triggers the appointment to be cancelled.

So as soon as the link checker activates the link to check it - the appointment will get cancelled.

So for any Customers that have that link checker on their Email - this would happen.

We do not have any solution for that at the moment, sadly.

We will do our best to come up with some solution in the future, but can't say an ETA on it.

For the time being, the only way is to remove that %appointment_cancel_url% from the Emails;

and you can write to the Customers on the Reminder Email something like :

" If you need to cancel the appointment, click here to log in your Customer Panel, and there you can manage your appointment". ( something similar to that).

So if you already configured the Customer Panel and allow Customers in the Role settings of Amelia to be able to cancel their appointment - that should work easily as a workaround.

Let me know if you have any questions.

Hi Tomáš,

1.  Why the notification e-mail does not include link to the management of the appointment directly?

I am not sure if I understood that question.

 if you mean that the link should pre-select a specific Appointment in the customer Panel, without the Customer having to actually pick the right appointment from their schedule and cancel it?

 If you mean to have a solution of a link which will directly pre-select the right appointment in the Customer Panel and open the 'pencil' action to Reschedule or Cancel it, without having to pick the Appointment from the Schedule manually;

At the moment that is not possible in any way.

If you wish to see it in the future, you can create a development suggestion for a placeholder like that, but we can't say an ETA on it.

Please feel free to search through our feature suggestion page, 

 to see if someone may be already suggested this feature. If you can't see it, feel free to add your suggestion there, and as more people vote, the feature will move higher on the priority list.

You can certainly follow our changeLog page if you'd like, where we state any changes/new features/bug fixes during updates;

and our newsletter, so you're informed about new features, bug fixes, freebies, etc.

Let me know if you meant something else.

- I am sorry, but I did not understand that part.

Can you please elaborate what you meant by that?

3. And if I allow automatic account generation, the customer will receive additional e-mail - this is not user friendly at all.

This is the default "Welcome Email" which is not sent by Amelia.

That Email is sent by your WordPress with Login details for all new WP users that register on your Site.

-

If you have this option enabled in Amelia settings/“Roles Settings”, on the Customer tab and you will see an option “Automatically create Amelia Customer user”.

If you enable this option every time a new customer schedules the appointment he will get a new WordPress User created automatically with Amelia Customer user role,

 and your WordPress will send the automatic "Welcome email" with login details.

In that case, customers can log in to the back-end of the Amelia plugin and see only their appointments on the Appointments page and Calendar page.

If you don't need your Customers to have WP back-end access,

you can just disable that option and they can manage their appointments on the Front-End Customer Panel.

-

If you wish to change that default WordPress 'Welcome Email' and customize it,

please check this Guide from wpBeginners.

Our Support can only cover questions or issues about Amelia,

and that Email is not coming from Amelia, but you should be able to search online about the topic how to change the WordPress default Welcome Email or to translate it.

We hope that helps.

Let us know if you have any questions about the Email Notifications made from Amelia, and we can help.

Thank you.

- In the customer panel, for some reason, when I test it, the user can see all of the appointments and modify them - not just his own... This is totally unacceptable...

That happens if you are logged in as an Administrator WP user while trying to do the test as a Customer.

Then the permissions get messed up, and you can see all the Appointments and edit them.

Please use an incognito Browser when you are testing to book as a Customer - or testing to visit the Customer Panel as a Customer.

Or you can log our from your Admin Account - then you can do a proper test, how it will look for Customers.

For example, there can also be a 'permissions conflict' issue, if you are logged as Admin/Employee or Amelia Manager while booking on behalf of a Customer on Front-End.

( When you test booking as a Customer/ we recommend to visit the Site from incognito browser)

So check for this Customer which you used now, what is the Email of the Customer in Amelia?

If the Email is the same as on your Administrator WP User account, either delete that Customer or edit them and change that Customer's Email.

Then, log out of your Administrator WP Account / or do this from an incognito Browser;

after that, when you follow the link from the Email to visit the Customer Panel Page, the Customer will see only their own appointments.

We have now commented on multiple subjects on the same ticket.

If you need us to go in more details on any of these points, please open a new/individual ticket for each point.

On the original issue of the ticket, the issue was to identify how that Customer got the Reminder and the Cancelled Email - which we isolated due to the 'link checker' issue.

But now you are starting new topics, as you can see, it will become impossible to follow everything on the same ticket.

When you have multiple questions or issues which are for different subjects/topics,

 please open a new ticket for each subject, and we will help/advise more effectively. 

In that way, issues and questions which are related to different subjects will be in separate tickets so other users or our support agents can find them easily. 

Our policy is to have one issue or question per ticket for the reasons described already.

Thank you for understanding.

Hi Tomáš,

You're welcome.

When it comes to a placeholder link - at the moment, we only have one Placeholder Link for the access to the Customer Panel as  %customer_panel_url%.

It can work in different ways.

As I mentioned earlier, this depends if you enable the usage of the password for your Customers or not.

I will do my best to try and clarify this functionality.

The most important point is - there is no additional account being created;

it just depends if you require your Customers to insert a password for the Panel or not.

Any time a new Site visitor makes a booking, a new Customer is created in your Amelia Data.

If you wish to allow them to also be WP Users on your Site - that is a completely separate functionality.

So, a WP user, and the Amelia Customer are two 'separate entities' so to speak.

1. Now, more details on how it works for the password of the Customer Panel.

 In the Amelia settings/Role Settings/Customer;

If you enable "Require password for login" - 

In that case, when your Customer visits the Customer Panel for the first time, the Panel will ask them to create their password.

Then, when their password is set - when they come back to the Panel, each time it will ask them to insert their Email and password.

2. If you disable "Require password for login" - In that case, when your Customer follows this link for the Panel;

It will automatically log them in without asking for any password.

This is also explained in the Customer Panel Documentation.

3. So that is only regarding Amelia's Customer Panel functionality and if the Customer needs a Password or not to log in there.

- As mentioned, there are also additional possibilities, depending if you wish to have your Customers also be registered WP users on your Site or not.

If you wish to simplify the setup as much as possible, and not to allow them to be WP Users, then you can just use our Customer Panel and disable the 'Automatically create Amelia Customer user'.

I hope that helps, but let me know if you have any additional questions.

Thank you.

Hi Tomáš,

I want to start by genuinely apologizing for the wait for a response.

 There have been a remarkably high number of tickets received, and I apologize for the longer than normal response time to your inquiry.

 I sincerely appreciate your patience.

When it comes to these found issues for the Panel :

1. If a 'permissions conflict' already happened, that means that most probably this Customer's data has somehow 'merged' with your Administrator user data, which created that 'permission issue' to allow that specific Customer to see everything.

There can be a couple of ways to solve that issue, when it happens to a Customer.

Check the Email of the Customer in Amelia customers.

Is there any WP Administrator user in your "Users" section on WordPress that has the same Email?

Here is my example, I will create this issue on purpose.

Let's say if I booked on front-end while being logged as my Administrator User.

My admin's email is [email protected].

Now, I search in my Amelia Customers section for that Email - and find there is one of the Customers with the Admin's Email associated to them.

When this happens, if I log in the Customer Panel ( even from incognito browser) as this Customer;

He has the same Email as Admin, so he will see everything.

The solution can be either to delete that Customer, or to simply edit the Customer's Email to any other Email.

-

So to summarize, we must avoid having the Administrator Email on any Customer, Employee or Amelia Manager, otherwise there will be 'permissions issues' like this, and that person will see everything.

Let me know if that was the case on your Site.

 2) Why the Customer Panel is in English? Is there a way to Translate it to Czech?

 Is there a way to at the same time, when reservation is created in English version of Amelia reservation form, to create a link to English customer panel?

I am not 100% sure if this will be possible, we will have to do some tests.

You can generally translate the strings of Amelia's Plugin, but I did not test yet if we can set multiple Customer Panel pages, such as , one Page for English version and another for Czech Version;

And as you asked on the second part - even if we manage to achieve that, I believe it is not possible to create a 'second Customer panel Placeholder URL'  which would redirect to a different 'locale'/different language Page version;

That is an interesting question, but, if you can please open a new ticket for these two points?

If we proceed about multiple subjects on this ticket, it will become impossible to follow up on all the subjects.

When you have multiple questions or issues which are for different subjects/topics,

 please open a new ticket for each subject, and we will help/advise more effectively. 

In that way, issues and questions which are related to different subjects will be in separate tickets so other users or our support agents can find them easily. 

Our policy is to have one issue or question per ticket for the reasons described already.

Thank you for understanding.

Hi Tomáš,

Sorry, just a correction about your second question/first part of that use-case for translations of the Customer Panel.

- It is possible to set up multiple versions of the Customer Panel URL for different languages.

You can see this in the Role Settings/Customer, then find "Manage languages".

So the default Customer Panel Page URL will be considered for your "Main Site Language" while you can add additional URL's for different translated languages.

So you will be able to translate the Customer Panel strings, along with any other Strings from the Plugin you need, and if the WP Page is set up for the correct language locale ( if the right locale is 'triggered' on the Page), Amelia will automatically pull the right translations on that Page.

I recommend using Loco Translate since it is very easy to use, compared to POEDIT, which is a bit more advanced.

If you encounter any issues with the translations, please open a new ticket, for the reasons explaned before, it will become impossible to keep following up on all these subjects on the same ticket.

-

As far as it goes for the URL Customer Panel Placeholder from Notifications to determine which Language Locale the Customer should be redirected to ( The URL of the Panel for English or for Czech), for that I am not certain, we would need to confirm with our QA Team;

but if you open separate tickets like this we will have better focus on each individual question.

Thank you.

Hi Tomáš,

You're welcome, I am happy to help.

I can see the issue from your screenshot in Loco translate.

You are not choosing the right translations file source for editing.

Right now, you are choosing the one from 'system' path;  it shows only 556 strings if I see it correctly :

  but instead you should be editing the .po and .mo file from the 'author' path, which has 2520 available strings for translations  :

The right path for the .po file is in your WordPress Folder, then in:

..\wp-content\plugins\ameliabooking\languages\cs_CZ

That should resolve the missing string for translation issues, so now when you switch to editing the right file you should see all the strings you need there.

If you still encounter any issue in regards to translations, please open a new/separate ticket, because we resolved the issue from the ticket title and we moved on to other issues.

When you have multiple questions or issues which are for different subjects/topics,

 please open a new ticket for each subject, and we will help/advise more effectively. 

In that way, issues and questions which are related to different subjects will be in separate tickets so other users or our support agents can find them easily. 

Our policy is to have one issue or question per ticket for the reasons described already.

Thank you for understanding.

Hi Tomáš,

I am sorry, but we have already gone too much into different subjects on the same ticket.

In the ticket title, you had the original issue where we did a lot of troubleshooting to determine that 'link checker' issue in the scenario where a Customer got the reminder and the cancelled appointment action at the same time;

but then we moved on to some other subjects, which is against our Support policy.

If the ticket needs to get escalated internally within the Team, it will become impossible for them to read and follow everything we wrote.

So if you can please open a new/separate ticket for these translation issues, and we can proceed there?

We will cooperate with other colleagues and if needed we will escalate it for better efficiency, but we need to keep each ticket focused on its own subject.

I hope that sounds OK.

Thank you.

Hi Tomáš,

Thank you, we found the new tickets and happy to report, we were able to resolve all the issues on your Site.

Please check our replies there;

and of course,if anything new comes up, don't hesitate to open new tickets;  just separate each issue on its own ticket going forward if that is OK.

Thanks again.