Hi. For background, I have longterm English students. They only buy packages and no single lessons / appointments. They usually book a few days after purchasing. The current situation is that my students started complaining that the packages they have, have disappeared. They cannot book the way they usually do. I have attached two pictures from my student's dad, Philip (Nathanael Sin on my database). The one picture shows a screenshot showing me the problem is still unsolved. You can also see my the emoji he's using that he is frustrated. The second picture shows you in the purple boxes, that he still has three active packages with a total of 13 bookable services. However, Philip's profile shows no packages available for him. This is now the case with all my students. They are very upset because it's exam time and the system isn't working. Please help as a matter of urgency. Thank you.
THis is the first time we have seen this kind of issue as far as I am aware. Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we can 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.
We went on your site created a customer and then we booked a package
You can see in the screenshot that we can see the packages in our customer panel
As far as we can see as your customers there are no issues and everything is working fine.
We have noticed that some packages you set to not show
Perhaps this is the reason why they can not see the packages because you have hidden them. You have several packages that are hidden. In case that they do not have these hidden packages we would need you to ask for the pass for a panel and mail of that user so that we can log in and check this out. When we act as your customers you can see that everything is working and we do not see any issues.
Many thanks for all your effort. Most students can book again, but not all. One specific student, Nathanael Sin, is still complaining and sending screenshots of empty packages. He can only reschedule and cancel old appointments. I had to book all his outstanding lessons from my side so that he can reschedule them. I also manually added a new package to his profile and he was still unable to see. None if his packages were hidden.
I can see that this is a duplicate ticket, and we already covered this topic in another several tickets.
For future reference, please don't open multiple tickets with the same topic, as it wastes your and our time trying to either find a response twice (if, for example, my colleague responded on another ticket already) or inform you that the ticket has been submitted more than once.
We go through tickets in the order in which they are received and/or responded to, so creating multiple tickets will only increase our queue, it will not speed anything up. We try to be as fast as possible, so thank you for your patience!
If you have any questions or concerns about another topic, please feel free to open a new ticket, and we'll gladly help you out!
The reason I have opened multiple tickets is because this issue has cost me two longterm clients and it has not yet been resolved. It has been more than a week. It may be an inconvenience you, but I have been affected greatly by the slow customer service. Thank you for understanding.
What is the progress on this issue? It has not been resolved.
Hi. For background, I have longterm English students. They only buy packages and no single lessons / appointments. They usually book a few days after purchasing. The current situation is that my students started complaining that the packages they have, have disappeared. They cannot book the way they usually do. I have attached two pictures from my student's dad, Philip (Nathanael Sin on my database). The one picture shows a screenshot showing me the problem is still unsolved. You can also see my the emoji he's using that he is frustrated. The second picture shows you in the purple boxes, that he still has three active packages with a total of 13 bookable services. However, Philip's profile shows no packages available for him. This is now the case with all my students. They are very upset because it's exam time and the system isn't working. Please help as a matter of urgency. Thank you.
Attached files: Philip response, 6 May.pdf
Philip packages, 6 May.pdf
Hello there,
Thank you for reaching out to us.
THis is the first time we have seen this kind of issue as far as I am aware. Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we can 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.
Kind Regards,
Marko Davidovic
[email protected]
Rate my support
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Good day, Is there any feedback?
Hello again,
We will take a look at this now and as soon as we have more information we will contact you again on this ticket.
Kind Regards,
Marko Davidovic
[email protected]
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Hello again,
We went on your site created a customer and then we booked a package
You can see in the screenshot that we can see the packages in our customer panel
As far as we can see as your customers there are no issues and everything is working fine.
We have noticed that some packages you set to not show
Perhaps this is the reason why they can not see the packages because you have hidden them. You have several packages that are hidden. In case that they do not have these hidden packages we would need you to ask for the pass for a panel and mail of that user so that we can log in and check this out. When we act as your customers you can see that everything is working and we do not see any issues.
Looking forward to your reply.
Kind Regards,
Marko Davidovic
[email protected]
Rate my support
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You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
Many thanks for all your effort. Most students can book again, but not all. One specific student, Nathanael Sin, is still complaining and sending screenshots of empty packages. He can only reschedule and cancel old appointments. I had to book all his outstanding lessons from my side so that he can reschedule them. I also manually added a new package to his profile and he was still unable to see. None if his packages were hidden.
Hello again,
Can you please ask him for his login details so that we can take a look? He can easily change the password later.
Looking forward to your reply.
Kind Regards,
Marko Davidovic
[email protected]
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Hello again,
I can see that this is a duplicate ticket, and we already covered this topic in another several tickets.
For future reference, please don't open multiple tickets with the same topic, as it wastes your and our time trying to either find a response twice (if, for example, my colleague responded on another ticket already) or inform you that the ticket has been submitted more than once.
We go through tickets in the order in which they are received and/or responded to, so creating multiple tickets will only increase our queue, it will not speed anything up. We try to be as fast as possible, so thank you for your patience!
If you have any questions or concerns about another topic, please feel free to open a new ticket, and we'll gladly help you out!
Thank you for your understanding!
Kind Regards,
Marko Davidovic
[email protected]
Rate my support
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
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You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
The reason I have opened multiple tickets is because this issue has cost me two longterm clients and it has not yet been resolved. It has been more than a week. It may be an inconvenience you, but I have been affected greatly by the slow customer service. Thank you for understanding.
What is the progress on this issue? It has not been resolved.
Hello again,
We can see that our colleague has responded to you several hours ago so you will continue your correspondence with him there.
Should you have any further inquiries, we kindly request that you open separate tickets for each question and we will gladly help you there.
We wish you all the best and hope you have a wonderful day ahead.
Kind Regards,
Marko Davidovic
[email protected]
Rate my support
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
Amelia: FAQ | Facebook | Twitter | Instagram | Amelia demo sites | Docs | Discord Community
You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables