setting up a website
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Hi, I am a total new guy at this. I came to WordPress to set up my own new business website but I’m confused. I have tried to contact support a few times and cant seem to get through. I subscribed for a business account and have been on my free trial but that time should be expired now. I got frustrated because I couldn’t find anyone to talk to in your support team and may have cancelled my business subscription but I’m not sure. I see the $299 has not been deducted from my account. I would apreciate it If someone from WordPress would contact me
The blog I need help with is: (visible only to logged in users)
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Howdy!
I see where you had several attempts to reach support the last two weeks, possibly outside of the available Live Chat hours, or we may have not had enough staff available for live chat when you were on. Each time a staff member replied over email instead but it looked like you weren’t receiving the email replies.
Could you check that emails from WordPress.com are whitelisted in your email service?
Since one of your notes mentioned canceling the business free trial, we made sure to do that before you were charged.
Please let me know if you’d like to try out the Business free trial again, and I’ll be happy to set that up for you.
-Alex G.
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Hi Alex
Its good that I finally managed to get through to someone. I’m sure given a little coaching that I will be able to build my website on WordPress but during my trial I couldn’t understand the controls and my attempts were too slow and uneducated. Like many things it all seems confusing at the beginning and because I wasn’t getting anywhere and couldn’t get in touch with help I was worried I would be wasting my money. I did receive 3 emails to rate your help desk service but this seemed pointless as I hadn’t received any help. I will check my spam and other places to see if I did. (is that what white listed means?) I expect to use WordPress and as I’m in Queensland Australia I expect our daylight hours are quite different. Can you tell me what hours here will correspond to your working hours? Or where in the States you operate from
This is something I want to follow through with.
Thank you for your reply
Tim -
Hi Alex
I couldn’t find any support messages in spam or all mail so I guess I didn’t get them. I just checked world clock and to the best of my understanding we are 15 hours in front of you which means I will need to contact you either after 10 pm or before 10 am (our time) to meet your 7 am to 7 pm schedule. That’s fine at least I know now.
One more question; Am I eligible for support (help) when I am on my “business” free trial? I just want to find out if I can manage this and do what I need to do before I commit -
Hi Tim,
Yay, I’m glad you got my message! So so sorry about the missed communications and thank you for checking your emails. I’m going to report that issue to our team because Email help is always available to you as a Business member, even when Live Chat staff aren’t available.
Worst case scenario, if it seems like messages aren’t getting through, you can always reply back here and I’ll look into any issues. :)
I’ve set you up with another 2 weeks of free Business membership, and you’re definitely eligible for support!
In terms of just get started with a site at all, and working in WordPress — we have a learning guide here:
That might be a good place to start. If nothing else, creating a few Pages and Posts will help you get a feel for it too. :)
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Hi Alex
Thanks for that i feel more confident in WordPress now and thanks for reinstating my Business membership. I have a feeling that things may progress a little better for me now.
I find the WP site pretty big and your assistance by offering me the link is much appreciated. It is a big help providing me a short-cut to vital information. I will look at it soon
I am trying to set up a business and the website is just one part of a big job so please understand that my communication may be spread out over some time.
If its OK with you I will continue to get advice from you via this email link. I would prefer to deal with the same person all the time (where possible) as you will have a clearer picture of what I understand and I won’t have to keep explaining myself all over again
Cheers Tim -
Hi Tim,
That sounds great, and I’m happy to help. :)
A note on the emails that didn’t get through last time. Would you follow these steps in GMail:
https://support.google.com/a/answer/2368132
And add all emails from @wordpress.com to your approved sender list? Our email records are showing that GMail did accept the emails we sent before, so they must’ve gotten withheld somewhere in GMail’s system. I just want to make sure that no important notices are missed.
-Alex G.
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Hi AlexI tried the link you recommended I found my cookies were already enabled but had quite a bit of difficulty signing in and had to change my password. Due to this I tried clearing cache. Now I have been booted off the thread of the conversation we were having so I have just hit reply rather than opening the conversation.I searched and searched but couldn't find where I could add a user or a domain in the Google advanced security settings. I use gmail and Google Chrome.
I also noticed that the extra 2 weeks free trial that you offered was not accepted and my bank been billed for the business package
Hoping this gets through to you
Tim -
Hi Tim,
It sound like maybe you were looking at your settings in Google Chrome. Also, those steps from Google are for Google Apps so it may be different in Free Gmail accounts.
Let’s try this easier setup using filters first to resolve the issue:
- Open up GMail in your web browser and click on the Settings icon (Example)
- In that dropdown menu, click “Settings.”
- Click on Filters (Example)
- At the bottom, click on Create a New Filter (Example)
- Add “*@wordpress.com” to the from field, then click “Create a filter with this search” (Example)
- Select “Never send to spam” and “Always mark important” then click “Create Filter”
Let me know once you’ve done this, and I’ll send you a test email. :)
Regarding the business package, it appears the business package I setup did get setup for free, but at some point the package was request for renewal for a year. That is what caused you to be billed. Did you perhaps enable auto-renew on the package? We run auto-renews 30 days before it expires, so if you did enable the auto-renew, that would explain it.
I’ve issued a refund and changed that package back to an expiration date of March 4th, 2015. It is not set to auto-renew.
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OK Alex
I think I have managed to change the filter settings and briefly saw a heap of emails from WordPress on a page so I guess it is time to test it.
Thanks for re setting my trial and I possibly did enable auto renew. I think I was having another go at getting started on WordPress and just hit whatever button that would get me were I was going. That’s the down side of not knowing what I am doing.
Look forward to seeing if this issue has been resolved
Tim -
Hi Tim,
Just sent you an email with the subject line “Tim, this is Alex from WordPress.com” — did you receive it?
-Alex G.
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Hi Alex
I didn’t get your email in my inbox. I did find it however when I put @wordpress.com into my search pane along with all the other emails sent to me by wordpress -
Hi again Alex
Rebooting didn’t solve the problem
I have to go through search to find the WP mail. I tried to find out where the email from WP are being stored but couldn’t find an answer
Tim -
Hi Tim!
At least they’re getting through!
Some users of GMail have multiple inboxes, like “Primary,” “Social,” “Promotions” etc. Do you have that GMail feature enabled? It’s possible they’re being sent into one of those separate inboxes.
-Alex G.
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Hi Alex
Yes I do have other inboxes under a “categories” heading these are “social, promotions, updates and forums”. Since changing my filter settings to “mark as important” I can find your mail to me in one called important. That one does not appear under categories but is near the top of the menu (2 down from inbox) and it is visible all the time
Tim -
I’m glad you worked that out Tim.
Gmail also has a mail view called “All Mail” that shows you everything together. You might find that useful in the future as well.
Let us know if you need anything else!
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Your mail also turns up in updates ??
That sounds about right.
Google added the filters to their e-mail system to help people keep their inbox organized. Unfortunately it also means it can be hard to find certain kinds of messages :)
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Hi
I was reading through some of the getting started stuff on the link that Alex gave me and I am a bit confused. I have a question.
I want to set up a fairly basic business website to start with and I will need it to accept Visa and Master credit card (I think its called Merchant Services) and PayPal. The start up notes say ” if you want to be able to sell things directly from your site, or you want to install discussion forums — a self-hosted WordPress site might be right for you”
Am I on the right track purchasing the business package from you? or should I be looking at a different option
Regards
Tim -
Hi
I think I may have found the answer to my question at https://en.support.wordpress.com/category/shortcodes/ecommerce/I’m looking for the easiest way to get started so any advice is gratefully received
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