Title: OCEANWP SUPPORT SYSTEM FAILURE
Last modified: March 14, 2023

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# OCEANWP SUPPORT SYSTEM FAILURE

 *  [connor1991](https://wordpress.org/support/users/connor1991/)
 * (@connor1991)
 * [3 years, 2 months ago](https://wordpress.org/support/topic/oceanwp-support-system-failure/)
 * 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](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Foceanwp-support-system-failure%2F%3Foutput_format%3Dmd&locale=en_US)
   to see the link]_

Viewing 1 replies (of 1 total)

 *  [Marko OceanWP](https://wordpress.org/support/users/wpfleek/)
 * (@wpfleek)
 * [3 years, 2 months ago](https://wordpress.org/support/topic/oceanwp-support-system-failure/#post-16557030)
 * Hi [@connor1991](https://wordpress.org/support/users/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.

 * ![](https://i0.wp.com/themes.svn.wordpress.org/oceanwp/4.1.5/screenshot.png)
 * OceanWP
 * [Support Threads](https://wordpress.org/support/theme/oceanwp/)
 * [Active Topics](https://wordpress.org/support/theme/oceanwp/active/)
 * [Unresolved Topics](https://wordpress.org/support/theme/oceanwp/unresolved/)
 * [Reviews](https://wordpress.org/support/theme/oceanwp/reviews/)

 * 1 reply
 * 2 participants
 * Last reply from: [Marko OceanWP](https://wordpress.org/support/users/wpfleek/)
 * Last activity: [3 years, 2 months ago](https://wordpress.org/support/topic/oceanwp-support-system-failure/#post-16557030)
 * Status: not resolved