Title: Support Slow
Last modified: January 12, 2017

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# Support Slow

 *  [tenp](https://wordpress.org/support/users/tenp/)
 * (@tenp)
 * [9 years, 2 months ago](https://wordpress.org/support/topic/support-slow/)
 * My client and I are still waiting to hear back from support on some issues with
   configuring this plugin. Even after paying another $279.83 CAD for 1 year of 
   Priority Support, there still is no direct access to support that I can find 
   on their site. It seems everything just keeps getting redirected to trying to
   find a related issue within the forums.
    We have both attempted to contact Users
   Ultra through their contact form and even opened a ticket. Still there is no 
   obvious link or location to receive this ‘priority support’. Trying to post into
   the forums seems to fall flat as well because it states I need to be logged in
   before I can post a new topic or reply to a existing topic…even though I am logged
   on. This plugin has a ton of potential, but the lack of support, EVEN WHEN THE
   EXTRA MONEY IS PAID FOR PRIORITY SUPPORT, makes me question their ethics. Just
   sayin…

Viewing 2 replies - 1 through 2 (of 2 total)

 *  Plugin Contributor [Plugins Area](https://wordpress.org/support/users/usersultra/)
 * (@usersultra)
 * [9 years, 2 months ago](https://wordpress.org/support/topic/support-slow/#post-8650890)
 * [@tenp](https://wordpress.org/support/users/tenp/),
 * Thank you for your review.
 * What happened was that your client changed her email. We replied within few minutes
   after the support request, however.. as we’ve explained to your client via email
   the email was rejected.
 * This is the message we received:
 * “Error message 550-5.1.1 The email account that you tried to reach does not exist.”
 * After researching we were able to find a second email account which was used 
   to contact your client. We received the confirmation of the new email account
   about 48 hours ago.
 * That’s what happened. We have updated our database with the new email account.
 * Again, thank you for your review and I’m sure you will get a reply to your requests
   immediately.
 * Just to clarify, what happened is that the client changed her email account, 
   that’s the explanation of the delay to get a fast support.
 * Cheers
 *  Thread Starter [tenp](https://wordpress.org/support/users/tenp/)
 * (@tenp)
 * [9 years, 2 months ago](https://wordpress.org/support/topic/support-slow/#post-8690120)
 * I am kinda curious though how you would know to which account I was referring
   to here when I didn’t even mention the ID#?
 * That aside, you did not address my statement:
    _“no obvious link or location 
   to receive this ‘priority support’.”_
 * We did receive an email from a Franco supplying a gmail (which I will not include
   here, as that would be bad form) but after repeated attempts, he has not responded.
 * I fully understand that this forum is not for support, but I believe information
   like this is very relevant to a product review.
 * Now please, prove me wrong, show some solid support without excuses.
 * Cheers

Viewing 2 replies - 1 through 2 (of 2 total)

The topic ‘Support Slow’ is closed to new replies.

 * ![](https://s.w.org/plugins/geopattern-icon/users-ultra_a880cc.svg)
 * [Users Ultra Membership, Users Community and Member Profiles With PayPal Integration Plugin](https://wordpress.org/plugins/users-ultra/)
 * [Frequently Asked Questions](https://wordpress.org/plugins/users-ultra/#faq)
 * [Support Threads](https://wordpress.org/support/plugin/users-ultra/)
 * [Active Topics](https://wordpress.org/support/plugin/users-ultra/active/)
 * [Unresolved Topics](https://wordpress.org/support/plugin/users-ultra/unresolved/)
 * [Reviews](https://wordpress.org/support/plugin/users-ultra/reviews/)

 * 2 replies
 * 2 participants
 * Last reply from: [tenp](https://wordpress.org/support/users/tenp/)
 * Last activity: [9 years, 2 months ago](https://wordpress.org/support/topic/support-slow/#post-8690120)