Downgrade from Business to Premium failed – no further reply received!!

  • Unknown's avatar
    simplyjennyt1985 · Member ·

    Hello,
    I upgraded my website from Premium to Business. I tried it out and decided that I liked the Premium better, so I asked for a refund. Unfortunately I had lots of problems because of it (automatically downgraded to free plan, some things disappeared from my page, admin and dashboard not responding).
    I wrote 3 times to the support and only the third time I finally received a good reply from Ally K. She offered me a free-of-charge Business plan and said that she would take care of the remaining problems (for example the “follow blog” widgets are no longer available, the “customize” function doesnt work properly, when I try to make some changes the buttons do not respond and nothing happens). I answered to Ally that I didnt want to maintain the Business plan but just go back to the Premium one and get my other problems fixed, but never got any answer back from her. I am not able to change the plan by myself or do any modification at the moment.
    Can please someone downgrade my plan back to Premium one and fix the problems I still have with my page?
    Thank you

    The website I`m having problems with is http://www.thesimplicitydiaries.com

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

  • Unknown's avatar
    ismaeliea · Member ·

    Hi there :)

    Thanks for reaching out. So, Please reply to Ally, and wait until what she says.

    WordPress.com usually replies within 24-48 Hours, and this is because they have lots of requests.

    I still will mark this asModlook so that a staff could assist you further, and get a better look into your account.

    Please keep in mind to not create multiple Support tickets, or threads as this won’t help and will slow us down.

    Thanks!
    Alisson

  • staff-zinnia · Staff ·

    Hi alissonhernande – This thread was previously modlooked and I am working on it.

  • Unknown's avatar
    ismaeliea · Member ·

    I apologize staff-zinnia.

    I didn’t see anything, and thought it was new.

    Thanks!

  • Unknown's avatar
    ismaeliea · Member ·

    I apologize staff-zinnia.

    I didn’t see anything, and thought it was new.

    Thanks!

  • staff-zinnia · Staff ·

    No worries, Alisson.

    simplyjennyt1985 – I am going to revert your site shortly. The content should not be affected and I will update here once done.

  • staff-zinnia · Staff ·

    Ok, I’m back. The revert has been processed and the site is up and running on the premium plan.

    Please have a look and let me know if you notice anything awry. All of the media and content, posts and pages, are there including your draft post from Jan 11th.

    On your purchases page you should see the Premium plan listed. That’s at wordpress.com/me/purchases/

    Write back with any thing else. Take care :)

  • Unknown's avatar
    simplyjennyt1985 · Member ·

    Hello Allisson,

    Thank you so much for checking my post and taking the time to reply to me. You’re right, I guess I got a bit too worried that my content could be cancelled. I’ll keep this in mind if I need to contact the Support forum in the future.
    Have a lovely day!! :)

  • Unknown's avatar
    ismaeliea · Member ·

    Hi there!

    @simplyjennyt1985 — you’re welcome! staff-zinnia also helped out, and I thank her as well!

    Thanks for your assistance and thanks for your patience.
    If you have anything else — reply and we’ll be able to help.

    Thanks a lot!
    Alisson

  • Unknown's avatar
    simplyjennyt1985 · Member ·

    Hi lizkarkoski,
    thank you for writing to me. I’ve seen that the Premium plan is back, thanks!!
    Unfortunately I still experience some problems with customizing the page: the changes I saved this morning were saved at first, and now they seem to be gone again (I emptied the cache and refreshed the page, and it didn’t change). It seems like there are still some technical problems when I try to customize the theme and the page (the “follow blog” widgets seem to keep disappearing). Could you please take a look at it and fix the problem?
    Thank you very much, have a lovely day!!

  • Unknown's avatar
    simplyjennyt1985 · Member ·

    @alissonhz @ lizkarkoski

    I just checked again… the changes I made to the theme were actually saved (I can see the page correctly when I look at it through the “customize” section), but if I look at the page through the “view site” option, the older version of the page gets loaded

    thank you so much for your help! :)

  • Unknown's avatar
    simplyjennyt1985 · Member ·

    @ lizkarkoski @alissonhz

    Hi,
    unfortunately the problems got worse… now my website can’t be seen at all because of a “404 not found” error!!
    If I look through the dashboard the posts and the content is exactly as it was, but if I type the URL manually, click on the “view site” button in the dashboard or on a previously shared link, the page seems to be disappeared!
    Could you please help me fix this as well?
    Thank you!!

  • Unknown's avatar
    ismaeliea · Member ·

    Hi there!

    I will tag this as Modlook so that staff could check this, and they have a better look into your account to understand the issue this is.

    This is odd, but a staff will reply as soon as possible.
    Please be paitent as they go through all the other requests first.

    Thanks!
    Alisson

  • Unknown's avatar
    simplyjennyt1985 · Member ·

    Hi Alisson,
    thank you for your answering so quickly!! :)

    Yes, I’ll be waiting for a reply from someone!!

    Thanks,

    Jenny

  • staff-zinnia · Staff ·

    Good morning –

    I’m having a look at the site now and I’ll report back later on.

    Jenny – Please let me know which browser and version you are working from. Or are you using the desktop app?

  • staff-zinnia · Staff ·

    One last request, if you could please grab a screen shot of how the site looks for you in the browser and add it to your media library I can then compare it to what I am seeing.

  • staff-zinnia · Staff ·

    Alright, I’m back. Jenny, the site is working. Please let me know if you are still unable to load it.

  • Unknown's avatar
    simplyjennyt1985 · Member ·

    Hi,
    Thank you so much for your answer!! Unfortunately the problem seems to be still happening. Since yesterday I used different devices (laptop and phone) and browsers (Safari, Firefox) and on the wordpress app for IOS as well and the website still can’t be seen. Even some followers of mine reported the same issue! :( I’ll upload a screenshot of how the page looks like so you can see it as well! I hope it’s not something too serious and that everything can be fixed!
    Thanks again for your help!!

    Jenny

  • Unknown's avatar
    simplyjennyt1985 · Member ·

    Ps: I also tried from the pc at work, and tried several times to delete the cache and the search history… didn’t work!

    Jenny

  • staff-zinnia · Staff ·

    Good morning –

    Are you still unable to see the site? Sometimes it takes a few hours for things to work out.

    Here’s what I see when I go to it: https://cloudup.com/cIyhRUyUZQ3

    I’ve had several other co workers confirm that they can load it. (Note: we are in multiple countries across the world).

    The 404 nginx page not found error is what I saw yesterday too before fixing it.

    Let me know if the following help:

    1. Restart your computer/phone/viewing device
    2. Clear the browser cache and cookies
    3. Disable any browser extensions
    4. Try a different web browser
    5. Try a different internet connection

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