Want to give you money!

  • Problem
  • Updated 3 years ago
  • Solved
Archived and Closed

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I have been trying to pay for some weeks and cannot pay, you have now reduced our high volume community to the free version.

How can I pay you!

Regards

Paul
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Paul Hopkins

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  • sad that we are free version

Posted 3 years ago

  • 1
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Caty, Employee

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Hi Paul!

So sorry that you're having trouble with our new billing system! I'm going to send you an email with some more details so we can get this sorted out. Sorry for the frustrations!
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Jeff Nolan

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Paul,
yeah it's pretty embarrassing when the problem you are having as a business is that your customers are trying to pay you and cannot.

As Caty mentioned, we have a new billing infrastructure and one of the problem areas we have been working through is international payments. We thought we had resolved this last friday when we tweaked some settings on our payment gateway but that only solved part of the issue.

I appreciate your patience, getting this resolved is a high priority for us and I expect we will have progress to report by end of business today.
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Paul Hopkins

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Will you re-enable our plan till we get it resolved? We are receiving high volumes at present and cannot control our community properly and lost our FB integration.

Regards

Paul
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Jeff Nolan

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yes, I was remiss in not addressing this in my previous message. I am working on this now.
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Caty, Employee

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Sending you another email right now with details about reactivating your plan.
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Caty, Employee

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Hi Paul -

Just wanted to follow up and let you know that we were able to reactivate your account and are still working on solving the problem with our billing system not accepting your card. We have gone back and forth with our vendor several times today but were not able to resolve the issue yet. I'll definitely send you an update once we have everything figured out. Thanks so much for your patience, and I'm very sorry for the frustrations.
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Mark Dawson

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Caty,

We are now having the same issue with our other site https://getsatisfaction.com/neckerman...

Can this be looked at urgently please?

Mark
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Amy Cottrell, Alumni

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Hi Mark,

I'm forwarding this to the rest of the support team so this can be taken care of ASAP. I apologize for the inconvenience. Thank you for your patience!
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Jeff Nolan

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Mark,
Caty is responding to you on this, we have "patched" the issue you are feeling in your community and will work with you to sort out the billing issues (which are on our end).
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Mark Dawson

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Hi all,

While the site is back in German, I am unable to actually change the colour and site logo.

Can someone check this and get back to me please?

Mark
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Caty, Employee

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Hey Mark -

I'm looking into this right now. Be back soon with more information!
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Caty, Employee

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Hi again,

We switched a setting on the back end, and now I am able to see your background colors & logo. Can you refresh the community and verify that you can also see it?

Thanks!

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