help required please

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  • Updated 7 years ago
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i have been in contact a couple of times with Sanja
Senior Community Support Specialist and they asked for 2 small pieces of info which i gave them this was on the 29th of april i have since emailed them 3 more times but for some reason the only reply i get is an automated one my issue has not seen resolved can anyone help me get in touch with someone either to help me with my issue or someone i can make a complaint too and an issue should not take over 8 days to sort they are only trying to verify my site so i can use email from my site
cheers dave
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david coltman

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Posted 7 years ago

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Gop

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Hi David,

You mentioned that you have been in contact a couple of times. Does that mean it has been a dialogue? If so then I think that it is a work in progress. If it's a verification process and if they are waiting for Google or whoever to clear a failed verification then this can take 10 days.

The auto-response you mention is the process for a new email contact. If you have sent different primary emails they will be treated as separate incidents by the system and it's quite possible they are spending time making the links because it's likely that different first responders in each case are trying to put it all together. You are better to follow up on an established dialogue. My suggestion is to follow up on the last personal response email using the reference number that was included in that email.

This sounds as if there has been some mis-communication along the way so i hope that it gets sorted with you quickly. I know that Sanja is extremely diligent with following up with any new information.
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david coltman

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thanks i know to install gmail on my website i have to verify that i own the site by adding some text into the site code i cannot do this so they asked for my log in details about 4 days ago i gavethem to them and was told they will add the text into the site code for me and once the verification is done it should take only 48 hours so i can use sales@ mysite.co.uk or any other like info@mysite.co.uk but if they have recieved my details surely i would of got some responce at least saying we have done what you asked but verification can take up to how ever many days but i have had nothing and ive used the same email every time straight from my yola account ok i suppose i will have to just wait lol
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Gop

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David,

If you tell me your domain name I can check whether or not it has been verified?
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Gop

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Your mail settings seem to have been setup and your site has been verified from what I can see.

The test would be to login to your GApps email:

https://mail.google.com/a/sweetchocol...

I would hope that Yola would advise you when this was setup as you said.

Just going back to the emails I hear what you say about using the same email address and certainly mail can be traced using this but what I was referring to is the continuity of response/replies and that system uses a reference code rather than the user email as the index because of the specific incident tracing requirement. It's just the system of the help desk software.
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david coltman

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Server error

Sorry, you've reached a login page for a domain that isn't using Google Apps. Please check the web address and try again.
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Laura Thomas, Social Media Coordinator

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Hi David,

I see two support cases for you. One with our Payments Team who processed a refund for you and the one you mention with Sanja. In that case she asked you from some information on 4/29 to proceed with your support inquiry and you did not reply to her until today.

Happily it looks like your verification has been sorted, but Sanja will follow up with you direct in order to insure you do not need any further assistance.
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Gop

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