Finally Able to Get Help Thanks to Mustafa

  • laubrit16

    (@laubrit16)


    1 month ago

    I have had an issue with OptinMonster for a while now. A popup that used to display on mobile and desktop suddenly stopped working due to an “AND” clause in the rules. There was no way to get this “AND” to change to an “OR.” I asked their AI support bot and two other customer success people, and none of them were able to help me. I actually got conflicting information from some of them, which was even more confusing. But then Mustafa took the case and was able to help me get everything sorted. He made me a very helpful video and fixed the popup, and now it’s displaying perfectly.

    For those in a similar situation, there is no way to change that “AND” clause in the rules. It’s all or nothing. But, you can create a separate rule set for the same popup (the “add new ruleset” button on the side, not the “add new group” option). You do not need to create an entirely new popup campaign, like their AI assistant will suggest. Just click the “add new ruleset” button. Simple as that.

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  • Plugin Support Erica

    (@ericakfranz)

    1 month ago

    Hi there! Thanks so much for taking the time to share this detailed feedback.

    I’m really sorry to hear about the frustration you faced initially with those Display Rules. Dealing with conflicting information and an issue that just won’t budge is incredibly annoying, especially when you’re just trying to get your campaigns running smoothly again. We definitely want to do better than that, so thanks for being honest about your experience with the earlier support channels.

    That said, I am absolutely thrilled to hear that Mustafa was able to jump in, cut through the confusion, and get things sorted for you! He’s a star on our team, and I’m glad the personal video walkthrough helped explain exactly how to fix that “AND” vs. “OR” logic.

    Also, a huge thank you for sharing that tip about the “Add New Ruleset” button! You are spot on—using a separate Ruleset is exactly the way to create “OR” logic for the same popup without having to build a whole new campaign from scratch. It’s a powerful feature, and your explanation here is going to be super helpful for other users who might be scratching their heads over the same thing.

    Thanks for sticking with OptinMonster and for giving Mustafa that well-deserved shout-out. If you need anything else, we’re here to help!

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