Hello,
Sorry to hear about the issues you’re experiencing. However, under WordPress.org forum rules, we’re not allowed to provide you with support here.
The email you’ve pointed out is incorrect. If you’re having issues with your account, please refer to these docs:
https://docs.oceanwp.org/article/762-how-can-i-get-support
https://docs.oceanwp.org/article/758-unable-to-access-account
https://docs.oceanwp.org/article/696-how-to-reset-ocean-account-password
Hi Abhishek,
thanks for the info. Of course this is a last resort – if your team would have responded to many of my emails to support@oceanwp.com, I wouldn’t have to post here.
One of your links helped with getting into my account – I was able to login via users.freemius.com.
These account issues started when you guys moved to freemius.com – somehow the oceanwp account and freemius transition wasn’t smooth at all.
Like the fact that the submit a ticket link is oceanwp (where I can’t log in), but freemius.com is a separate account.
Anyway, can you give your team a nudge and ask them to check the support@oceanwp.com email queue for my emails (Lukas Cech) please? It’s been weeks.
Thanks
Lukas
Hi,
Sorry but the id you have mentioned is wrong. Have you followed the shared doc?
Because we have shared the correct od there: https://docs.oceanwp.org/article/762-how-can-i-get-support
Please check and let us know.
Moderator
Jan Dembowski
(@jdembowski)
Forum Moderator and Brute Squad
As this is 100% and unequivocally a support issue for the commercial version, please contact the developer on their site using the means they have provided above.
For anyone else reading this, this is the part of the “Moderator Enforcement Guideline” I am referring to.
https://make.wordpress.org/support/handbook/contributing-to-the-wordpress-forums/forum-moderator/moderator-enforcement-guidelines/#commercial-products
If it’s unclear if a topic is relating to a paid for service, moderators should leave it be, and let the author of the product respond and make the distinction, as they know their own product better, and are best suited to make that distinction.
There’s nothing unclear here and between the posted support email and the link to OceanWP “How Can I Get Support – Support 101” document there is no reason to permit this conversation to continue here.
And this was also explicitly stated here for “Point 4”.
https://make.wordpress.org/support/2020/09/talking-point-handling-support-for-commercial-users-on-the-wordpress-forums/
Point 4 is not up for discussion, it is set in stone that there is no place for supporting paid products on WordPress.org, which is covered in the next section.
Which is why I am closing this topic.
As the developer is aware, commercial products are not supported in these forums. I am sure they will have no problem supporting you there.
