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Jim M

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Everything posted by Jim M

  1. Jim M
    I am not having any issues running the Support tool in the ACP with the account on file. Additionally, I am not seeing the error reported showing up any longer.
  2. Jim M
    ACP -> Support -> see link on "Please also try disabling any third party customizations."
  3. Jim M
    Sorry, that is not currently something which is in the software. I would suggest using our Gallery application for this purpose. Albums can be restricted so that only 1 individual can upload to it and all can view.
  4. Jim M
    You will want to disable all third-party applications, plugins, and switch to an unmodified theme.
  5. Jim M
    You're very welcome.
  6. Jim M
    On mobile device, only Chrome would work for Android and Safari for iOS. For desktop, it would be what you installed it with.
  7. Jim M
    Are you wanting other users to view the topic as well?
  8. Jim M
    The new window you're seeing on a desktop machine would indeed be the PWA. It will open in a new window as it runs separately from the browser. If you have separate configurations of your browser (or aren't using Edge as Marc outlined), it may be in different spots. What Marc showed, is the default configuration of Edge. Yes. The following is for Chrome as that is the default browser on Android: Once you install the application, you will see it as an app on your device.
  9. Jim M
    You will need to login to the Client Area -> Manage Purchases -> click your Cloud account -> Support Request
  10. Jim M
    Thank you for uploading the files now in the other topic. I have escalated your issue to a ticket. Please watch your email for further correspondence.
  11. Jim M
    We will respond in that topic.
  12. Jim M
    If you uploaded files from the same version you're on, yes. Thank you for performing that and I have moved this to a ticket for further investigating. Please watch your email for further correspondence.
  13. Jim M
    I would recommend when upgrading in our software to take a backup prior to doing so. This is regardless if you are running a beta or a full release. This way if something goes wrong during or post upgrade, you have a more recent backup to go to.
  14. Jim M
    Thank you for providing those examples. This is what our team is investigating and working to resolve at the moment. However, as this is a beta, please be mindful that things may break, and the only options will be to either await a patch (which may not be immediate) or restore from a backup from before your upgrade to the given beta.
  15. Jim M
    This is an issue we're actively investigating. Could you please provide the URL to the given topic here?
  16. Jim M
    OK, in order to investigate this further we will need to create a ticket for you but in order to do that, we will require you to upload a fresh set of files from the Client Area as there are modified files on your server. Please go to the Client Area and download a full set of files then extract these to your local computer. Once done, please upload those to your server, overwriting what is there. Once that is done, please let us know.
  17. Jim M
    What type of card is it? It may not be specifically debit cards but the type of issuer (e.g. visa, mastercard, etc...) which Stripe does not support.
  18. Jim M
    Is the debit card supported by Stripe themselves?
  19. Jim M
    Please ensure they are entering their card (regardless of type) correctly 😉 . Please also provide them access to an unmodified theme.
  20. Jim M
    Is the credit card being entered correctly? Have you had them try on an unmodified theme? I see there are Javascript errors on your custom theme.
  21. Jim M
    You will want to contact Stripe as it is being declined in the process there. It has a payment reference number from Stripe so you will want to follow that.
  22. Jim M
    Do you have an example transaction number we can take a look at? I do see you have a third party payment gateway installed, was this attempted with it disabled? Is anything being recorded on the Stripe side?
  23. Jim M
    If you did not do a full restore and still having this issue, you may wish to disable third party add-ones using recovery mode: If that does not help, please provide us access: We would need to look further into this for you, however the access details on file appear to be incorrect or missing. Could you please update these details by visiting your client area, selecting the relevant purchase, then clicking "Review/Update Access Information" under the "Stored Access Information" section. We look forward to further assisting you.
  24. Jim M
    It looks like you dropped a block on there. You would need to view the login page as a user who can use the block manager and edit it as you normally would:
  25. Jim M
    Sorry could you please clarify what exactly you’re attempting to do? Showing screenshots will help 🙂
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