Support reset my plugin

  • travor

    (@travor)


    2 years, 2 months ago

    I was having formatting questions, support asked me to make a video of my issue and share a temporary login. I wasn’t on my website at all on Sunday daytime but when I finally had a chance to check my site Sunday evening, I found they had reset my plugin back to default. All “Pro” features weren’t working on my site.

    Support denied logging in, then I showed them a screenshot where it showed they logged in 2 times. Then support said since that was 2 hours ago and whatever happened to the plugin wasn’t their fault. Keep in mind I had not logged in at all, just at night when I finally had a chance.

    Word of advice: don’t ever share your admin login (even temporarily) with support. If you do, make a full backup before giving them access.

    The plugin is so-so, there’s better out there. Read the negative reviews as they seem to be spot on. You have to download the plugin, then the pro plugin, extensions, etc. They need to work on consolidating this as it’s a big mess now.

    • This topic was modified 2 years, 2 months ago by travor.
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  • Plugin Author POSIMYTH

    (@posimyththemes)

    2 years, 2 months ago

    Hello @travor,

    We are sorry for your inconvenience. We have done an internal audit of the whole case from our helpdesk Ticket number #10552.

    We have seen, For any reason our Pro plugin got deactivated from WordPress plugin setup. There wasn’t anything else wrong happen in this case as we can read in that whole ticket.

    We have all the support engineers with experience of more than 3 years and some even 6 years of experience. We also having internal process of how to tackle with any login access and it’s have clear what to do and what not to do. Still, In your case we can not identify if that was done by us or someone from your end because our last login was showing 2 hours old and before that it was working. Still, If you are having only one person having wp-admin access that means there might be any mistake made by our support engineer and it was just by mistake plugin got deactivated.(We are still not sure, who made that issue and what was exact reason to get it deactivated but just assuming as it’s really an human error and we doesn’t have any proof and chances it might be our mistake as well. Apologies for this situation from our end.)

    Does this was a big mistake and should someone need to give access to any WordPress plugin developer?

    We have an internal checklist and in that we have decided to not have more than 5 minute downtime for any user and if there is we ask them before working on it. When you update WordPress or plugin sometimes it go to maintenance mode and then it go back live automatically. Here in your case, Somehow plugin got deactivated and it made that downtime of few sections of pages. Why we ask for wp-admin access and even that is temporary? Just to resolve your bug or feature request faster and more smoothly. If we keep guessing and not ask for wp-admin access it take weeks sometimes depends on complexity of issue and with wp-admin access it might finish in few hours or sometimes in minutes. We also highly recommend to have backup of site EVERY SINGLE DAY/WEEK also not only before submitting to us, You must do take full backup before sharing credentials to any support or development team without missing. That doesn’t mean, We don’t care of any site, this is just a precaution as we were service providers for 10 years and we understand that part of process as well along with Product mindset.

    About Reviews :

    You can check ratio of 5 star vs 1 star reviews also search Support and you will see, how our support team’s dedication helping hundreds of businesses every month from helpdesk itself.

    Again, We are extremely sorry for all the inconvenience caused and We surely make sure to improve in all possible ways. We take support at the highest priority and we really wanted to invite you again as it was just a rare human error. We wish you to be humble and re-consider us in this error.

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