My website is not available, do I need a hosting plan?

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  • Question
  • Updated 6 years ago
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I think you guys have a serious problem here, someting is screwed, i paid last january, yet you are telling me my hosting has lapsed!

Note: This topic was created from a reply on the Why can't I access my website? topic.
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Brian Bushell

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Posted 6 years ago

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Laura Thomas, Social Media Coordinator

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Hi Brian Bushell,

I can confirm your issue is unrelated to the one experienced by Brian D'Agostino and you have not purchased a hosting plan which is why your website is not available. You renewed your domain frenchgardenrailways.com back on Dec. 26th, shortly after our new subscription plan had launched. You have had until now to select a hosting plan. As you have not done so, your website has gone offline.

We worked hard to communicate our package changes to our members. We sent an email to all our customers when we released the changes to our pricing and packages when it went live last December. We also blogged about it and shared it in our social media channels. Additionally we indicate this in the Sitebuilder, in domain renewal notices and during the domain renewal purchase flow. If you have any suggestions on how we could communicate with you more effectively in the future we are eager to learn how best to do so.

Also, this is the only post I was able to find on our forum pertaining to your problem. When you say it's taken over 12 hours for a response and that you had already provided your domain name, I gather you're referring to an email inquiry. Gold and Silver members receive premium support and are answered within 24 hours, all other inquiries are answered within 48 hours though we strive to exceed those commitments.
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Brian Bushell

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This is honestly the first of heard of this. I cannot recollect any communications at the time, nor any reminders that my hosting may be about to lapse in the last 8 months. All I want, are simple instructions to rectify the situation, not excuses! Please, please please tell me how to sort it out! The instructions received via the help desk DO NOT WORK for me!
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Brian Bushell

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Put simply, how do I upgrade or buy an account including a hosting plan?
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Brian Bushell

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ps I've been with you guys for about three years and this is the first time I've ever had a misunderstanding!
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Brian Bushell

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I've just searched all my back emails for the past year and cannot find a single email from you about hosting changes!
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Gop

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Hi Brian,

You haven't done the wrong thing,Yola has failed to effectively communicate with you over this change. There have been many people in the same situation. I don't subscribe to the yola blog and I didn't receive any email either of the change and I know of a number of people in the same boat. It's certainly not a requirement of subscription that you read the yola blog or twitter!

To upgrade:
You can choose a hosting plan as outlined on the Pricing table

Login to My Yola and on the left hand side you will see Account when you click on this, the modal window that opens will have an upgrade title at the upper right hand side. Click on this and follow the instructions. Hopefully this will work for you.
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Brian Bushell

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I have just found this though in my receipt dated 12.12.2011
"Hosting
Website hosting is always free at Yola, no matter what package you choose. Free, Bronze, or Silver, you'll always have a free home at Yola."
So why do I have to upgrade?
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Brian Bushell

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As you can see I renewed before your policy changes!
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Laura Thomas, Social Media Coordinator

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You can host your website for free with us, you just can't publish to a custom domain. Should you wish to remain on Yola Free, simply publish your website to a .yolasite subdomain.

I do see a payment for ffotografer.com on 12/12/2010 but that has since expired. Your purchase for frenchgardenrailways.com was on 12/26/2011 which was after our package and pricing changes.
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Brian Bushell

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Hi Laura
Thanks for all your personal input on this, and I'm sorry to kick up, but having looked back, I now see things a bit differently. I think you guys have changed policy after you renewed my contract or at least didn't change the terms in your renewal notice, so I now believe that I am ENTITLED to hosting until January 2013 as included in my renewal. Nothing personal and I really appreciate your help, yesterday I was prepared to pay more but now I see that it is a matter of principle that I don't! Please review the situation and rehost my website pronto!
Many thanks Brian
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Laura Thomas, Social Media Coordinator

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Brian and Gop,

I am very sorry to hear you did not receive notification of these changes. I confirmed with my email marketing manager that two notices were sent to our entire user base late last year and early this year notifying members of our packaging changes. Both of these were sent from this email address: no-reply@notices.yola.com. Please feel free to add that email to your contacts to ensure important account emails are not routed as SPAM in the future as that is our best guess as to why you wouldn't have received it.

We believe email is a vital part of our communication strategy and absolutely regard our social channels as secondary, I merely like to point out all the avenues we work to communicate with our users.

Brian,

I believe the fact that the deprovisioning of accounts has taken so long also lends to confusion and frustration. Based on when your renewal occurred, your account should have been deprovisioned over 9 months ago. We are committed to honoring our agreements but in this case you were provided with close to a year of free hosting already. I went ahead and issued one free month of hosting to your account effective immediately while we address your concerns. I'm confident that will give us the time necessary to resolve this to your satisfaction.

You are welcome to forward any receipts you have with timestamps that differ from what I have posted above and we will be happy to investigate further.
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Brian Bushell

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I would like to attach emails / receipts where and how do I post them?
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Laura Thomas, Social Media Coordinator

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You can send us attachments by emailing us at support@yola.com.
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Brian Bushell

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Thanks for re-instating the hosting whilst we sort this out.

I have since found an email from you dated 16th December last saying that the changes would be made automatically, "you don't have to do anything" and that at renewal "you will still pay $34.95 for your domain and Yola bronze package"

I don't understand therefore, how only my domain was renewed at $11.95 on 26th December???? The whole domain/hosting split was not clear and did not register with me at the time of renewal!

Can I now just pay you the outstanding balance $23 to get things back on track until January 2013 ?
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Laura Thomas, Social Media Coordinator

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I am sorry you found the separation of our domain registration and hosting packages unclear at the time of your renewal. There was and is messaging in the Sitebuilder and in MyYola but we are always open to hearing how we can improve our messaging and communication so please feel free to let us know specifically what we could do differently.

The option to upgrade at the discounted rate you are referring to was at the time of your domain renewal for $11.95, over 9 months ago. As your account was only deprovisioned now and we've issued you an additional free month, you have received around 10 free months of hosting. That said, we are also happy to work with you about a discount for your renewal via direct email. Please reference this thread in your message in order to provide the relevant context to the representative assisting you.