I'm a GOLD CUSTOMER!!! Please respond to my emails asap...

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  • Updated 6 years ago
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please see my message below...thank you!!
You just cant see I am Gold because my account has been cancelled in error... I have 4.5y left of domain package...
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john

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  • frustrated

Posted 6 years ago

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Gop

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Hello John,

The Yola people will be online within a few hours. If for whatever reason your account has been classified as Free then emails will be re-routed to hold in the short term by the Yola email servers. They will see your post here within a few hours.

I'm sure they will sort this out with you quite soon.
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jeremy, Employee

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Hello John,

I see your email is with our payments team. They are currently dealing with it and will get back to you as soon as possible.
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john

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Hello Jeremy and Thank you for the reply also Gop. Yes, apparently it was passed on 2 days ago.
I just need to clarify the 2 issues that need to dealt with.
Can you please make sure that these are cleared up asap? TY.
1- Account has been suspended although I still have 4.5years left on my Gold package and system displays the following message upon logging in:

Your account has been suspended
Action is required. Your Yola Gold feature package has expired.
To restore services, please renew your Yola Gold now. The following active features will be lost if you don't renew:
Yola requires a hosting package, custom domains without a hosting package will no longer be visible to visitors. <>

*I now understand that the hosting was not included in the price of the Gold package and a seperate fee altogether so I did attempt to pay this but having issues leading to my 2nd problem now...

2- Attempted to make payment, enough funds that were definatly available in my debit account are now gone and says pending.
Jackie has sent me a msg advising that you guys tried to take money from my DD card but there was insufficent funds. This is because You already took the money from my DD card, I rang my bank and they confirmed this and said it says Pending as your end had not processed the merchant facilty. (I had the exact figure siting in my card ready to go and it has been taken, still says Pending though)

I am very worried these problems wont be fixed in time and my site will be maybe cut from SEO etc as this is taking so long to get fixed. I'm really annoyed as I am a Gold customer and having to wait for the extended period as a free Yola site person gets and no way to talk with anyone directly.

Anyway, can you or any one person please stay on top of this as I think it will get dealt with better that way and pass this message on. Please chase them for me, or give me a phone# to call accounts.
Why are they taking so long????

Thanks.
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Jackie

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Hi John,

I can confirm that you have been receiving priority attention and I have sent numerous emails to you.

As per our previous correspondence your domain was renewed for 5 years, however your Yola Gold hosting package has expired. Therefore 4.5 years are left on your domain, but as your hosting package expired this is why you are receiving a "suspended" notification. I am glad that we have been able to clear this up.

Please see my emails to you for detailed information on the status of your Yola Gold renewal.

Thanks,
Jackie
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Gop

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Hello John,

Glad the first steps have been made. There are still a couple of points that are not quite understood correctly and should be worked out with you. "Gold" is your hosting package. Your domains are separate payments as domains haven't been included in the hosting subscription until the latest promotion. Now new subscriptions include 1 custom domain.

You asked for phone numbers:

United States: 1-866-764-0701
Canada: 1-866-764-0701
United Kingdom: 0-800-098-8493
Ireland: 0-800 553-566
Australia: 1-800-990-642
New Zealand: 0-800-995-055
South Africa: 0-800-981-425

All other countries: + 1-866-764-0701 (international call cost)

(12:00noon - 10pm GMT)

so hopefully one of these will be suitable for you.
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john

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Thanks Gop. You basically helped me have a better understanding in one message.
It was very confusing as my site had been bumped back to the free version and I still cant really understand why. Was not very happy that they chopped off my full membership wiuth out notice. I think they should have a better system where you can accsess your yola payment records online to see when your due etc and send a reminder email 2 weeks or so rior to payment being due so crp like this doesn't happen. Thanks for your help :)
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john

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Hello. Can any one tell me how to delete this and other posts I have made so they dont show up in
google and other various search engines? thanks
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Stefan

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Hello John

You can't remove posts if others have contributed. I've archived this thread for you, so it won't be searchable by search engines any longer.