OCEANWP SUPPORT SYSTEM FAILURE

  • connor1991

    (@connor1991)


    3 years, 2 months ago

    Impossible to get support.
    I cannot create a ticket through OceanWP or Freemius Dashboard (somehow my user doesn’t exist even though I’m logged into oceanWP website). Apparently we shouldn’t create support tickets via this forum, but there doesn’t seem to be any other way to do this.

    I bought a sticky header subscription at the beginning of 2019. Soon afterwards the website became inactive, I’m guessing autorenew was auto ticked. The following year I’m guessing you would have tried to bill me via paypal but it likely would have bounced. Renewal date is listed as in 2020 and subscription status is expired under ‘my subscription’ in the account.

    The other day I added a card to my paypal, and I was billed for stickyheader. I haven’t used it in over 3 years, and the subscription was expired. I want a refund, but cannot find a way to request one. Please advise how to proceed.

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

Viewing 1 replies (of 1 total)
  • Marko OceanWP

    (@wpfleek)

    3 years, 2 months ago

    Hi @connor1991,

    Unfortunately, we cannot provide you with support for premium products / services here, as it’s against WordPress forum rules. This forum is not ours, we’re guests here just as you are. Luckily, you have submitted a ticket so we’ll take it from there.

    But I will just explain things additionally for everyone else:
    1. When your license is expired, you are unable to submit a support ticket intended for premium customers.
    2. When you make a purchase, you are creating a subscription (in case it was an annual plan) with the payment platform you have used for the original purchase.
    3. Our system is pulling info from the payment platforms, but I’m afraid the sync doesn’t happen every minute.
    4. Since you did not have any funds and you never cancelled the subscription on our end nor via the payment platform you used, the system has marked your license as expired as there were no payments registered.
    5. Once, in your case, PayPal has registered funds on your account, it has billed you for the active subscriptions related to your account. PayPal – not us.

    Kindly continue the rest of the conversation through the tickets. I only checked it briefly and you didn’t provide any specific details, so we may require additional information from you.

    Appreciate your understanding

Viewing 1 replies (of 1 total)

The topic ‘OCEANWP SUPPORT SYSTEM FAILURE’ is closed to new replies.