Support » Plugin: Easy Digital Downloads » About 1 in 4 automated downloads fail

  • I am continually having to apologize to customers and then manually send them their purchase, to the point I am considering deleting the plug-in.

    Not sure what the failure rate others experience but I love the idea, just not a fan of its instability

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

    (@mordauk)

    Hi @bdsdallas,

    I’m sorry to hear that you’ve been having problems. I’ve double checked our support system and, unfortunately, do not see any tickets from you asking for any assistance.

    Our support team works around the clock (nearly 24 hours a day) to help resolve issues like this, but we can only resolve issues if you let us know that you’re experiencing a problem.

    If you’re using PayPal, it’s likely that your payments are not getting marked as Completed due to one of the common reasons outlined in this FAQ.

    If you’d like help in resolving the issue now, I’ll be more than happy to help personally.

    BDSDallas

    (@bdsdallas)

    I tried to send a ticket but wasn’t able to do that. I didn’t have the complicated information required to send one.

    Bryan

    BDSDallas

    (@bdsdallas)

    Its so bad, that only about 50% of our customers are NOT able to download the file once they have paid for it via paypal and were sent a down load link. I am pretty much having to manually send the files to half our customers.

    Plugin Author Pippin Williamson

    (@mordauk)

    Bryan,

    I’m sorry to hear you felt opening a ticket was too complicated. Aside from a subject and description, the only thing we require to open a ticket on our website is your system info, which is easily accessible from Downloads > Tools > System Info.

    You’re also more than welcome to simply email support@easydigitaldownloads(dot)com anytime you wish.

    BDSDallas

    (@bdsdallas)

    I love the concept and I know I have it set up right because 50% of my customers are able to download the digital file. So I’m not sure there is anything you guys to can do to find or correct the problem(s). Is your tech support able to analyze my settings if allow them access to my desk top via one of programs that lets them have access to my comp? While I’m talking with them on the phone?

    Plugin Author Pippin Williamson

    (@mordauk)

    We are more than happy to look at settings and help identify what’s causing it to fail. That’s what we’re here for and what we do all day every day 🙂

    Simply submit a ticket to our help desk and we’ll work on getting the issue sorted out for you: https://easydigitaldownloads.com/support

    We can’t provide phone support but we’ll be more than happy to do what we can.

    BDSDallas

    (@bdsdallas)

    I just sent in a ticket

    Plugin Author Pippin Williamson

    (@mordauk)

    Thanks, we’re looking into it now for you. We’ll followup via email.

    Plugin Contributor sdavis2702

    (@sdavis2702)

    Member

    Hi, Bryan.

    I’m sending you a reply from here because I don’t think you are getting my replies in our other ticket conversation. Not long after you changed my account to administrator, I sent a response. For some reason, the email was rejected. So I replied again yesterday. From the looks of your latest response, that one was rejected too. Here’s a screenshot of our conversation. http://glui.me/?i=4u3uio8szki0sa1/2015-11-09_at_8.34_AM.png/

    I’m really sad to hear that you’ve decided not to use EDD but I am more than willing help get the issues sorted out. We’ll just have to find a more reliable way to communicate.

    Are you open to working with me to get the issue sorted out? If so, you can simply reply here to what I said in the screenshot.

    I’m looking forward to your response and figuring out what is causing the issues!

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