Can’t unpause: support down

  • Resolved dogsfirst3

    (@dogsfirst3)


    6 months, 1 week ago

    Hi. I had an influx of spam email addresses sign up to my newsletter (not sure how) and was informed by email that my Mailpoet account was paused. I have now:

    • Removed the bad addresses
    • Secured the signup form with Cloudflare Turnstile

    And would like my sending service reactivated.

    BUT, when I go to https://www.mailpoet.com/support-for-banned-users/ there is no support form and only a link to the support policy (which loops you back around again). I have been looping round and round for ages. Please help!

    The page I need help with: [log in to see the link]

Viewing 9 replies - 1 through 9 (of 9 total)
  • Plugin Author paveldohnal

    (@paveldohnal)

    6 months, 1 week ago

    when I go to https://www.mailpoet.com/support-for-banned-users/ there is no support form

    There was a bug on the website, but it should be fixed now.

    Plugin Support Kel C. a11n

    (@kellymetal)

    6 months ago

    Hi there @dogsfirst3,

    If you haven’t already done so, please try reaching out via the https://www.mailpoet.com/support-for-banned-users/ form again as it’s now fixed. We can discuss your account in depth there.

    Thank you.

    Thread Starter dogsfirst3

    (@dogsfirst3)

    6 months ago

    Thanks. I filled out the form, was told where the issue lies, fixed the issues and informed Mailpoet, but it still hasn’t been un-banned.

    Plugin Support Kel C. a11n

    (@kellymetal)

    6 months ago

    Hi there,

    Thank you for letting us know. If you have replied to the message, then your ticket is in our queue and will be replied to shortly. If you can share your site domain here, I can pull up your ticket as well to make sure your reply was received (I didn’t get any results checking for “dogsfirst3”).

    Thread Starter dogsfirst3

    (@dogsfirst3)

    6 months ago

    Thanks Kel. It’s https://dogsfirst.co.nz/

    Plugin Support Kel C. a11n

    (@kellymetal)

    6 months ago

    Hi there,

    Thank you for sharing that. I found your account, and your ticket in our support queue. I see that my colleague already restored your sending earlier today, and replied in the ticket to let you know.

    If you are still seeing in your site dashboard that you are paused, please go to MailPoet > Settings > Key Activation and re-verify your key to make sure your site status is synced up with our services. After that, check to see if there is any “Resume sending” button on either your MailPoet > Emails or MailPoet > Home pages in your admin dashboard.

    If you are still having any issue after that, please reply directly to the support ticket instead so that we can continue discussing the account and potentially private info there.

    Thank you.

    Thread Starter dogsfirst3

    (@dogsfirst3)

    6 months ago

    Thank you!! I didn’t receive an email so didn’t know. There has been a resume sending button there for a couple of days, but it hasn’t worked when I hit it. But I have just tried it again and it seems to now work!

    Plugin Support Kel C. a11n

    (@kellymetal)

    6 months ago

    Glad to hear everything is working again now! : )

    If anything else comes up, please feel free to create a new post. Otherwise for any other account issues, please reach out via the support form again since it’s fixed as well.

    Until then, take care and have a good one!

    Thread Starter dogsfirst3

    (@dogsfirst3)

    6 months ago

    Thanks for your help. Will do!

Viewing 9 replies - 1 through 9 (of 9 total)

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