Plugin does not create tickets.

@ame-network Please don’t offer to let anyone log into your site. I’ve redacted your offer as that is going too far and not permitted here.

https://make.wordpress.org/support/handbook/forum-welcome/#the-bad-stuff

Please be patient and wait for the author to reply to your topic.

@ame-network No, it’s not here and if you keep doing that then you are going to get into real trouble in these forums.

Do not do that again here. All of your replies will be redacted every time you answer that way.

This is the standard reply to authors.

I’ve deleted your offer to login to your user’s site. I’m am 100% sure you mean well but please never ask for credentials on these forums.

https://make.wordpress.org/support/handbook/forum-welcome/#the-bad-stuff

Now for the why: The internet is a wonderful place full of very nice people and a few very bad ones. I’m sure everyone here is very nice however, by giving some ones keys to your house you are trusting they wont steal anything. Likewise the person who takes the keys is now responsible for the house FOREVER.

If something was to go wrong, then you the author may well legally become liable for damages, which they would not normally have been as their software is provided without warranty.

Please be aware that repeatedly asking for credentials will result in us asking you to repeatedly stop before escalating up to the plugins team.

I didn’t post that because I was rushed but it applies to anyone in these forums.

There are many ways to get information you need and accessing the user’s site is not be one of them.

• Ask for a link to the http://pasetbin.com/ log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Ask the user to install the Send System Info plugin and get the data that way.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins except yours, switch to the Twenty Fifteen theme, clear their cache and cookies and try again.
• Ask the user for the step-by-step on how they can reproduce the problem.

You get the idea.

Volunteer support is not easy. But these forums need to a safe place for all users, experienced or new. Accessing their system that way is a short cut that will get you into real trouble in these forums.

• This reply was modified 8 years, 10 months ago by Jan Dembowski.