Title: Refund Request Last modified: August 22, 2016 --- # Refund Request * Resolved [Neil](https://wordpress.org/support/users/wpthesis/) * (@wpthesis) * [11 years, 5 months ago](https://wordpress.org/support/topic/refund-request-1/) * I’m not sure what qualifies as premium support these days, but I feel like I haven’t received any from Wordfence. * The reason I bought the premium version was to block some countries from accessing my sites. I bought 3 keys. * I blocked Brazil on one of my sites (http:genealogy.uk.com) but I still saw traffic from Brazil in Google analytics so I then used the geo checker thing you link to and Brazil comes up as not blocked. No message from Wordfence at all. My conclusion is that country blocking doesn’t work. * Since I received no response to the ticket I submitted, I’d like a refund. * [https://wordpress.org/plugins/wordfence/](https://wordpress.org/plugins/wordfence/) Viewing 3 replies - 1 through 3 (of 3 total) * [WFSupport](https://wordpress.org/support/users/wfsupport/) * (@wfsupport) * [11 years, 5 months ago](https://wordpress.org/support/topic/refund-request-1/#post-5596515) * Hi * First off, I can’t find your ticket in the premium system anywhere. Posting a vague mention of a ticket doesn’t help me address your issue. Can you post your username in our system so I can find out what the status is? * Second, country blocking is not an exact science. There are two different databases we use, which sometimes have differences. One is for the blocking part of countries and one is just for reporting in the live traffic section. Its possible you block Brazil, but the country and city database show an ip as being from Brazil, even though it might not be from there. This doesn’t happen very often at all but it is worth mentioning. * Also, just to be sure, you have enabled the firewall functions on the options page because country blocking will not work unless that is turned on. * Another distinct possibility is that you have enabled caching (ours or any others) with country blocking. We add a disclaimer when you try to enable it. With caching on, its possible that brazilians are seeing a cached page, which is not blocked. We only block on dynamically generated pages. There is no way to actually prevent people from getting to your public ip (thus why its called public). When they get to your site, they are served a 503 error page, which I think is still counted as a visit by analytics. * So, please do the following:P a. Let us know if you if you have caching turned on (any plugin, not just ours) b. Let me know which username you are using on our premium forums so I can b.1. close that ticket out since you prefer to work it out here (or vice versa) or b.2. Let me know if a refund is still what you are after so I can process it through the premium system (no billing issues are handled on the free forums) c. Send me your sitename and the ip address you have an issue with, along with access log entries that show it so I can look. * tim * Moderator [Jan Dembowski](https://wordpress.org/support/users/jdembowski/) * (@jdembowski) * Forum Moderator and Brute Squad * [11 years, 5 months ago](https://wordpress.org/support/topic/refund-request-1/#post-5596516) * tim? I love you guys, I mean it, you’re great. * But this is usually what I reply with when I read this. * > For pro or commercial product support please contact the author directly on > their site. > As the author is aware, commercial products are [not supported in these forums](http://codex.wordpress.org/Forum_Welcome#Commercial_Products). > As you are their customer I am sure they will have no problem supporting you > there. * This support topic is not for these forums, this is your customer. Can you direct via a URL where [@wpthesis](https://wordpress.org/support/users/wpthesis/) can pick this up? Once you do I’ll close this topic. * [WFSupport](https://wordpress.org/support/users/wfsupport/) * (@wfsupport) * [11 years, 5 months ago](https://wordpress.org/support/topic/refund-request-1/#post-5596525) * I’m good with that, but I did want people to see that we do answer requests, regardless of the temperament of the customer. Security on a wordpress site can be a frustrating thing and there can be times when we see people who vent that frustration here without taking a second to consider the validity of what they say. I just wanted to make sure he’s covered regardless of how. \ * However, Jan speaks the truth. Commercial support is here: [https://support.wordfence.com/support/home](https://support.wordfence.com/support/home) * Please continue the discussion there. * tim Viewing 3 replies - 1 through 3 (of 3 total) The topic ‘Refund Request’ is closed to new replies. * ![](https://ps.w.org/wordfence/assets/icon.svg?rev=2070865) * [Wordfence Security - Firewall, Malware Scan, and Login Security](https://wordpress.org/plugins/wordfence/) * [Frequently Asked Questions](https://wordpress.org/plugins/wordfence/#faq) * [Support Threads](https://wordpress.org/support/plugin/wordfence/) * [Active Topics](https://wordpress.org/support/plugin/wordfence/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/wordfence/unresolved/) * [Reviews](https://wordpress.org/support/plugin/wordfence/reviews/) * 3 replies * 3 participants * Last reply from: [WFSupport](https://wordpress.org/support/users/wfsupport/) * Last activity: [11 years, 5 months ago](https://wordpress.org/support/topic/refund-request-1/#post-5596525) * Status: resolved