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Marc Stridgen

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Everything posted by Marc Stridgen

  1. Marc Stridgen
    No problem at all.
  2. Marc Stridgen
    No problem at all. Enjoy your day 🙂
  3. Marc Stridgen
    With Matts head of hair, I can concur his barber works hard #jealous
  4. Marc Stridgen
    On taking a look at your site there, they appear to be members who are awaiting validation by yourself. The pruning is for members who have not validating their account themselves (email validation). Manual validation needs to be approved or rejected by admin
  5. Marc Stridgen
    I see your ticket there now, so going to get this looked at for you
  6. Marc Stridgen
    I have reported the issue with guest access. You need to ensure you are logged in as a user with a valid up to date license in order to access support areas
  7. Marc Stridgen
    Could I please confirm you are using the latest release of the platform first of all? If so, please let us know and we may need to get a ticket opened with you to take a look at this
  8. Marc Stridgen
    Completely understandable. We have requested access from yourself now, so we can get a look and see whats going on
  9. Marc Stridgen
    That man knows his pages app 🙂
  10. Marc Stridgen
    In your case it appears to have been cache, so its actually not likely. Yours we are looking at with you in your ticket, and is an unrelated issue. The outcome is the same, but the cause very much isnt. It seems there is an issue with the system writing correctly to your server somewhere.
  11. Marc Stridgen
    Please could we have the conversation regarding our changes within the appropriate topic, rather than in someones support topic. Thank you. With this, actually it's the opposite. We previously provided no support on the community, then provided little support on the community, now we provide full support and better staffing levels of support on the community. With regard tickets, we can send to tickets from here if there is a need to do so, as you saw above, so that part really hasnt changed. We can escalate as we did previously, report bugs as we did previously. You simply type your issue in a different location
  12. Marc Stridgen
    You would select the option below those 2 for account related items. I have however created a ticket for you, so we can assist with your billing query
  13. Marc Stridgen
    We cannot assist with customisation as part of support unfortunately, but on a brief look over that, it looks good to me.
  14. Marc Stridgen
    There is already an email sent confirming receipt of a ticket by the system. I can see your ticket relating to email templates if this is what you are referring to? Priority support adds email support with your license. That includes same-business-day response time and software upgrades performed by us. Priority support is billed at the same rate, annually. This is currently priced at $1250 .
  15. Marc Stridgen
    I have moved this to our suggestions forum for future consideration. At present there are indeed smaller versions of images created for use in areas such as these for thumbnails (as you can see in the image name there), however they are not exact size images as mentioned.
  16. Marc Stridgen
    For support issues you would post in here, in the same way you have been in tickets. If its then something that needs to be taken to a private settings, we can take this to email if required, as we do at the moment.
  17. Marc Stridgen
    That appears to be a bug I will get a report in for. I assure you it wasn't intentional and should actually state myself who edited
  18. Marc Stridgen
    Those emails created those same topics, just in the ticket system. So your issues will not become any more hidden than they have been. We have the same volume, just in a different location, monitored more effectively.
  19. Marc Stridgen
    We have thousands of clients, but not thousands of clients with problems. A list in a forum or a list in a ticket system is still a list our support staff would need to work through. There really is no difference at all to you as a client. In fact its advantageous. You will see solutions other people have, and other people may at times respond to yours to state they know of a solution. While its easy to see this as a downfall, it really isn't.
  20. Marc Stridgen
    In the first instance there, please do the following items. First go to Support in the top right of your Admin CP, and click on clear cache. If that does not correct the issue, disable al 3rd party items, including your theme, and test without those switched on. Let us know if you are then still having the same problems
  21. Marc Stridgen
    I can PM you if needed, but what you are seeing there is that priority support that you previously paid renewals for, is no longer on your license. This is because priority support now is actually a different product to what it previously was. So in your case, priority support was removed, then the increase applied which you see over 12 month, not 6. If you do need further information let me know and I can open a ticket with you for more detailed figures You can be assured that the support areas are indeed well staffed. In fact they have been now for some time, as you can see if you take a look through those areas. The primary focus will be on our community and support with our customers through that medium.
  22. Marc Stridgen
    That looks to have been an oversight, so will get this reported
  23. Marc Stridgen
    No, not at all. You would just post up on the community in our support section instead of ticketing. If a ticket is then needed for private access for example, we can take that to email and assist. You will have seen this happening more and more lately, and this will continue. Support has not gone away, its simply done in a different manner.
  24. Marc Stridgen
    I have your ticket there now, Adriano. You just need to respond to that and we can get them sorted for you
  25. Marc Stridgen
    You would add any items you wish to your toolbar. Take a look at the following guide for this. You may wish to add ckeditor plugins to facilitate this, which is what has been done above
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