Plugin Support
robiub
(@robiub)
Hi @luthermax
Thank you for reaching out. I understand completely why you are dissatisfied, and I am truly sorry that you’ve had such a poor experience with our support team.
We have checked our official support channels and cannot find any tickets associated with the licence issue you are experiencing.
If you sent your support requests directly through the form within the Complianz plugin, it is highly likely that your messages were never successfully transmitted to our support system. The support form in the plugin uses wp_mail to send the request straight to our support email. Development environments (such as staging sites, local setups, or specific hosts like intawp) do not always support email sending, and your messages likely failed to deliver silently.
To bypass this issue entirely and guarantee a response, please go to our official website’s support section and send us a new, dedicated ticket describing your license activation error.
We are committed to resolving this license issue immediately and will reply to your email within one business day.
Again, we sincerely apologize for the disappointment and the inconvenience it has caused to you. We look forward to resolving this immediately upon receiving your direct email.
I wish you a nice day.
Kind regards,
Roberto.
Hi there,
Thanks for your reply. I have submitted a support ticket about this issue via your own website just now. I look forward to a reply within 1 business day as promised.
Please note that the original support ticket I opened (about a different issue, several weeks ago) was also submitted this way, and received no response.
Kind regards,
Luther
Plugin Support
robiub
(@robiub)
Hi @luthermax
Thank you for confirming that you have submitted a new support ticket via our website just now.
I’ve just done a quick check on the current status of that website form, and I believe we are currently experiencing an issue with the form itself, preventing submitted tickets from reaching our system reliably. To ensure your request is received immediately and to guarantee the promised response time, could you please bypass the website form entirely and send your message using your regular email provider (like Gmail, Outlook, etc.) directly to our support email address?
This will ensure your ticket lands directly in our queue without relying on the website form.
I look forward to receiving your email so we can get this and I apologize again.
Kind Regards,
Roberto.
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This reply was modified 1 month, 1 week ago by
robiub.
@luthermax, if you could be so kind please forward them to support@complianz.io — for a direct message. We’ve been migrating email providers, it’s been a mess, apologies.
As licensing and other premium support can’t go through the forum by WP guidelines, please use the above email and we will make it a priority.
Thanks, Aert
Hi @aahulsebos,
I had also tried the direct email option already (the same address as you have given here).
I think the fact that neither the plugin form, your website form, nor direct email are reliable ways to make contact and receive a reply proves my point about the lack of access to support.
I have sent another email just now, marked for your attention in the subject, with a link to this post so that hopefully you can identify it.
Looking forward to your reply and assistance.
Many thanks,
Luther
Now that I have been able to get in touch with the support team, I can confirm that the support received was both prompt and helpful. As such, I have updated my review.
