Support » Plugin: ShortPixel Image Optimizer » Uses up monthly quota when you don’t want it to

  • juusan

    (@juusan)


    I have a paid account and suddenly my entire 5GB monthly quota was used up when I hadn’t logged into my site in two months. Something triggered it to run all of the images multiple times. Support’s response was “oh well, what for next month.” Serious fail in product and support.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Author ShortPixel

    (@shortpixel)

    Hello and thank you for taking the time to write a review!

    First of all: are you sure you’re leaving the review for the right plugin? 🙂

    I ask you this because we do not count the amount of data the images have and also we do not limit it. Thus there is no “5GB monthly quota” with ShortPixel Image Optimization plugin.

    Maybe you’d like to double check and confirm?

    Thanks,
    Alex

    juusan

    (@juusan)

    Well the email I got from you guys said, “This is just a heads-up to inform you that your ShortPixel image quota will be ending soon,” and your support team concurred that my quota was indeed running out, so if it’s not true…….. apparently your support team is in on the joke?

    Plugin Author ShortPixel

    (@shortpixel)

    Hello again,
    sorry for my slow reply.

    That message was indeed from us but it said your 5K image optimization credits ran out. We charge by the number of credits and not by how much space the images use (as I understood from your original message) thus my confusion 🙂

    I discussed with my colleagues and I understand that not only that they explained you that the optimization can work even if you’re not connected to your site (depending on the settings you choose) but that they also compensated you for the credits used though it was clearly not our fault 🙂

    If there are still outstanding issues you’d like to get support with please don’t hesitate to contact me directly here 🙂

    Best regards,
    Alex

    juusan

    (@juusan)

    Er..? Compensated? That’s news to me. I logged into the site last week and had zero credits. If they credited me back, I haven’t heard about it. Either that or they did it more recently than the last message I received from support.

    Plugin Author ShortPixel

    (@shortpixel)

    Hello again Stephanie,
    please check the link below, it shows you:
    1) the part of the message sent to you that deals with the compensation. According to our ticketing system you read that message 16th of November 🙂
    2) your account’s current credits status

    https://imgur.com/a/biEOSb3

    Have a nice Wednesday! 🙂
    Alex

    juusan

    (@juusan)

    Nope, never saw it. It might have been opened on my iPad, which means it was marked as read and then archived by Gmail without me seeing it. If I’d seen the email, I would have replied and said thanks. It’s also worth noting that if the credit was issued on Nov16, that’s still AFTER I left the review up there. ^^

    I’m not sure that arguing with your customers in the reviews section of your plugin actually makes your company look better than just leaving the comment (and commenter) in peace. And the smileys come off as super passive-aggressive, which makes it look even worse.

    While I appreciate the credit, I have to say I’m worried this is going to happen again. And again. And again. 🤷🏻‍♀️

Viewing 6 replies - 1 through 6 (of 6 total)
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