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supportHallo, I am a paying customer of Event Tickets Plus (Subscription <code class=”bg-text-200/5 border border-0.5 border-border-300 text-danger-000 whitespace-pre-wrap rounded-[0.4rem] px-1 py-px text-[0.9rem] inline-flex items-center h-5″><span class=”inline-block w-3 h-3 border-[0.5px] border-border-200 rounded-[4px] flex-shrink-0 shadow-sm mr-1 align-middle” style=”background-color: rgb(104, 82, 52);”></span>#685234, License Type: Personal). I renewed my license on May 19th and my invoice clearly showed “Paid.” However, my license remains “on hold” and the plugin is not working. Shortly after, the invoice status changed to “Payment Failed” — despite my bank confirming the payment was completed and debited from my account. My biggest issue: I have contacted support multiple times via the support form, by email, via the chat and by opening new tickets. I have received no response in 5 days. I have now been forced to initiate a chargeback with my bank, including a €15 service fee caused solely by this payment processing error. This is completely unacceptable for a paying customer. Questions: Why was my license not activated after a confirmed payment? Why did the invoice status change from “Paid” to “Payment Failed”? Who is responsible for resolving this and can help me? I’d be grateful for a quick response.
Hi @dinatur Thanks for your message. Unfortunately, we cannot provide support in this forum for premium users . For us to help you better, please open a new Support Ticket on our Help Desk. Once done, feel free to share: The subject/title of the ticket Your website URL That way, one of our colleagues can locate your request quickly and get back to you as soon as possible.
Hi there, It looks like we haven’t heard back from you in a while, so I’ll go ahead and close this thread for now. If you need further assistance, feel free to reopen this thread or open a new Support Ticket on our Help Desk.
No, this issue is not resolved. It has been 10 days now, and neither liquid web nor wordpress are helping in any way. Thanks for the very helpful response, to open a ticket. As stated above, I have opened tickets (3 by now) and am not recieving any response. They have charged my credit card without activating my license. By now the issue has cost me three half days of work to try and reach them, post here and communicate with my bank. It is very upsetting to be treated this way by liquid web. I am definitely taking my business to a different place and would recommend anyone thinking about getting a ticketing plugin to do the same. To answer your questions: I do not have a subject for the ticket, but the ticket number (one of them): 1825741 I have tried and send E-Mails to various addresses, some of which do not seem to work (I am not talking about no-reply-adresses). I sent all my correspondance to the addresses billing-software@liquidweb.com ; wordpress@software.nexcess.com and support-software@liquidweb.com neither of these are responing, some of them even do not exist. This reply was modified 22 hours, 21 minutes ago by ekberlin .
Hi @dinatur Thanks for your message. Unfortunately, we cannot provide support in this forum for premium users . For us to help you better, please open a new Support Ticket on our Help Desk. Once done, feel free to share: The subject/title of the ticket Your website URL That way, one of our colleagues can locate your request quickly and get back to you as soon as possible.
Hi there, It looks like we haven’t heard back from you in a while, so I’ll go ahead and close this thread for now. If you need further assistance, feel free to reopen this thread or open a new Support Ticket on our Help Desk.
No, this issue is not resolved. It has been 10 days now, and neither liquid web nor wordpress are helping in any way. Thanks for the very helpful response, to open a ticket. As stated above, I have opened tickets (3 by now) and am not recieving any response. They have charged my credit card without activating my license. By now the issue has cost me three half days of work to try and reach them, post here and communicate with my bank. It is very upsetting to be treated this way by liquid web. I am definitely taking my business to a different place and would recommend anyone thinking about getting a ticketing plugin to do the same. To answer your questions: I do not have a subject for the ticket, but the ticket number (one of them): 1825741 I have tried and send E-Mails to various addresses, some of which do not seem to work (I am not talking about no-reply-adresses). I sent all my correspondance to the addresses billing-software@liquidweb.com ; wordpress@software.nexcess.com and support-software@liquidweb.com neither of these are responing, some of them even do not exist. This reply was modified 22 hours, 21 minutes ago by ekberlin .