HELP! pop up saying my package had expired, despite recently paying for a yr - closed pop up 2/3 of my silver pk website have been deleted

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HELP! i've just received a pop up saying my package had expired, depsite recently paying for a years memebership - I had two options, pay or click 'cancel add ons' I clicked this to close the screen and it took me back to dashboard and 2/3 of my silver package website have been deleted. I am outraged
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Katie Johnson

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  • sick, anxious and angry

Posted 4 years ago

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Gop

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Hello Katie,

There are two separate charges:
  1. Your Yola Subscription ($99.96 per year)
  2. Your domains (~$11.95 per domain per year)
see Yola Pricing summary

These are paid separately and you can see the status of both subscriptions in your My Yola within the sitebuilder. It sounds as if your Yola Subscription needs renewal and when paid, your other sites will be functional after republishing each.
(Edited)
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Katie Johnson

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Thanks for the reply.... 

I was paying my silver package subscription monthly and then I used the Black friday offer to buy a years subscription - so I actually overpaid for Decemeber. I paid my domain fees a few months ago when I decided upon them. I have only been using the serivce since July and have yet to publish my 3 sites.... this means I can't get access to them either to see any of the content because they aren't published :(

I hope they can retrieve them. I hate that I can't speak to someone on the telephone
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Katie Johnson

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I just decided to pay the silver subscription again to test your theory and it's taken my payment and upgraded my package to silver and the 2 sites that have disappeared are still not there. 

I guess I will have to wait for the customer service team to contact me in the next 24hours. 

I'm angry because I have cut my holiday short to return to work to work on the websites and this has happened! 
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Gop

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Have you had a look at the noted summary of your account: Both the package subscription and your domains?

Yola staff take their annual holidays at this time of the year. There hasn't been an announcement of their return date but previously it was after New year holidays, so presume it would be Friday 2nd or maybe Monday 4th???
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Katie Johnson

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thank you for the heads up! 
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Jen

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Hi Katie,

Our Support Team is taking a much needed holiday to spend time with their families, enjoy the festive season and recharge for the new year. We will be offline on 24, 25, December and 1 January and will respond to urgent emails only between 26 December and 4 January. During this time we will be monitoring our software and services and will respond in the event of an outage or an emergency. However, we will be closing all non-urgent cases between 24 December and 4 January. Live chat will not be available from 24 December to 4 January and will resume as normal on 5 January.

I was not able to locate an account with the information provided here on the forum in order to take a look at your account and offer a suggestion in the meantime.  If you could post your website address or domain name, we may be able to take a look for you before the 5th.

All the best,
Jen
Community Support Specialist
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Katie Johnson

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Hi Jen, 

Thank you so much for your response. None of the 3 websites I have been building have been published yet but I have bought domains for the two that have completely disappeared. 

The first is www.fromsea2summit.com the second is www.claytonmitchellfirepoi.com which has been temporarily published as http://claytonmitchellfirepoi.yolasite.com/ which I can still access but cannot access from my account. 

The third site is still visible from my account but has been reset back to the oringal template so all my work to date has been lost. I have purchased the domain for this prior to building the site with another provider and have yet to transfer it so not sure how you can locate it. The site name is Bravest of All. 

Please let me know if you need any further information and i'm grateful for all your help

Many thanks 

Katie
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Jen

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Hi Katie,

Sorry we have not been able to get back to you sooner.  I am able to see that you use two different email accounts and I believe the confusion here is happening because you have created two accounts at Yola under two different email accounts.  It sounds like you're accessing the wrong Yola account.

For privacy reasons, we don't want to post logins on the forum, but our support team is back to our regular schedule so please send us an email and we can help you access the correct account.  You can reference this forum post, and feel free to use Attn: Jen in the subject line if you like since I am familiar with the issue.

Thanks for your patience.