Can anyone answer me? I really need to send them the IP address of Amelia to add it to the whitelist.
<span style=”background-color: rgb(251, 251, 251); font-family: Inter, sans-serif; white-space-collapse: collapse;”>Hello, thank you for reaching out to us.</span>
Since you’re using the Premium version of the plugin, please open a ticket on our official support platform on the following page, and right there, you will find a chat icon in the bottom-right corner, which will directly lead you to the Amelia support team, and we’ll gladly help you there.
Premium products are not supported in these forums.
Thank you for understanding.
Hello,
I think there should be a misunderstanding, I’m not using the Premium products, but is the free version.
I have a new update, please be aware of this: the problem not depens from the server.
I tried copying the website in another server and the problem is still there. I tried also deactivating all the plugins, only Amelia was enable and setting the default Twenty TwentyFive theme, still the same problem.
Can you please anser and try to fix it?
Hello, I’m still facing the problem.
Hi Robertino,
Thanks for the detailed update. Since this issue requires direct investigation, please create a ticket with our official support team.
You can do this by visiting https://wpamelia.com/pricing/ and clicking the chat icon in the bottom-right corner of the page. Once you submit a ticket there, our team will be able to take a closer look and assist you with the event saving issue.
I can’t open a ticket if i have the free version.
Honestly, this one has been the WORST EVER support service. It will be much better and more honest if you say you don’t provide support for the free version, or ask to pay for support.
Anyway, I figured out the problem and fixed it by myself.
@urosjovanovic Your reply has been removed, your account has been flagged for moderation. If you attempt to get admin access to a forum user’s site again, you will be banned and your plugin may be closed. It is that serious.
You need to reply that you understand and will not repeat that mistake again. Not addressing this would be another mistake.
While I know you have the best of intentions, it’s forum policy that you not ask users for admin or server access. Users on the forums aren’t your customers, they’re your open source collaborators, and requesting that kind of access can put you and them at high risk.
If they are paying customers (such as people who bought a premium service/product from you) then by all means, direct them to your official customer support system. But in all other cases, you need to help them here on the forums.
Thankfully are other ways to get information you need:
- Ask the user to install the Health Check plugin and get the data that way.
- Ask for a link to the http://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
- Ask the user to create and post a link to their phpinfo(); output.
- Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
- Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again (the Health Check plugin can do this without impacting any site visitors).
- Ask the user for the step-by-step directions on how they can reproduce the problem.
You get the idea.
We know volunteer support is not easy, and this guideline can feel needlessly restrictive. It’s actually there to protect you as much as end users. Should their site be hacked or have any issues after you accessed it, you could be held legally liable for damages. In addition, it’s difficult for end users to know the difference between helpful developers and people with malicious intentions. Because of that, we rely on plugin developers and long-standing volunteers (like you) to help us and uphold this particular guideline.
When you help users here and in public, you also help the next person with the same problem. They’ll be able to read the debugging and solution and educate themselves. That’s how we get the next generation of developers.
Thank you for letting us know and for explaining this so clearly.
I understand the forum policy and the reasons behind it, and I acknowledge that asking for admin or server access here was a mistake. I appreciate you pointing it out.
We’ll take note of this and make sure it does not happen again. Going forward, we’ll keep all assistance within the forum guidelines and use alternative debugging methods as you described, or direct paying customers to our official support channels when appropriate.
Thanks again for the clarification and for helping keep the forum safe and useful for everyone.
