Business Plan but No Support – Newsletter Trouble, Asgaros Forum Register/Log-in

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  dearbridepalette · Member · Sep 4, 2024 at 5:17 am

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  I’m having several troubles with my website. Usually I could get an answer from WordPress support within less than 1 day, sometimes within minutes/hours. But since last week, my questions took a very long time to be answered (more than 2 days), and to be honest, they were not specific enough answers.

  We have paid for a plan which includes support, so would be greatly appreciated if our questions could be answered within that 24 hr timeframe, as stated, at the very least.

  Here are the 2 troubles I have on my website:

  1. Newsletter Subscription Welcome Message: I created a welcome email message for first time subscribers through Settings > Newsletter > Messages > Welcome email message.
     I then tried subscribing with my other email, however, did not receive the welcome email message that I created before. How can I fix it?
     
  2. Forum Log-in Loop: I created a forum on my website, with Asgaros plug-in. My peers and I did a test run with different email addresses but were not able to register/log in. It seems that we’re stuck on a log-in loop. There’s a Jetpack sign-in prompt > we then entered our email addresses > and then got redirected to WordPress.com sign-in prompt saying our accounts could not be found.
     
     This is the exact message: “We couldn’t find your account. If you already have an account, make sure you have connected to WordPress.com.”
     
     I think #2 is similar to this case? But I’m not sure how to proceed. I think I need a support from WordPress to fix this https://wordpress.com/forums/topic/user-login-loop/

  Any help would be greatly appreciated. Thank you.

  The blog I need help with is: (visible only to logged in users)

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  helper-darin · Member · Sep 4, 2024 at 1:50 pm

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  Hi there! I’ll be happy to assist with this 🙂

  1. After reviewing the Newsletter settings and testing on a personal site of mine, it appears that this may be a bug with setting up a custom Welcome email message at this time. I have reported this to our developers for further investigation. The developer reports are typically addressed on severity and it will likely take some time to address this particular issue, which I don’t have an exact time frame on.
  2. Regarding setting up the Asgaros Forum plugin, I suspect that this has to do with the plugin interfering with the built-in login options for WordPress.com sites – when using “membership” or “forum” plugins like this, we typically suggest deactivating WordPress.com Secure Sign-On so that the plugin can use its own built-in login option. You can read more about this and how to set this up properly here.
     
     Something to keep in mind with this plugin is that since this is a third-party plugin, our support is limited as we aren’t the initial developers and wouldn’t want to give you any incorrect information. If you have any trouble with getting this plugin to work properly, it would be best to reach out to the plugin developers directly for support 🙂

  Let us know if you have any further questions or concerns and we will be more than happy to assist you!

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  dearbridepalette · Member · Sep 4, 2024 at 6:38 pm

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  Thank you for helping me out!

  Regarding point #2- I made some changes on some of the settings too, and now my forum is up and running :) Thank you so much for pointing me to the right direction!

  For point #1- Is it possible to let me know when the developers are done fixing the welcome message issue?

  Thank you once again!

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  helper-darin · Member · Sep 5, 2024 at 1:25 pm

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  You’re welcome, glad you were able to get the forum figured out!

  As for the bug report, I have added this interaction to the report so our team will have a reference of who we need to reach out to once we have a fix. As stated before we can’t provide a time frame for a fix at the moment but we’ll work on updating you as soon as we have more information 🙂