On Gold package and system notes keep saying I'm silver. AND Email problem still not fixed :/

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  • Problem
  • Updated 4 years ago
  • In Progress
I also now have another issue that needs resolving apart from the email problem that is dragging on.
I have noticed that I received a message from you saying I am on a silver package and if i want faster assistance next time to upgrade to Gold. I am on Gold package.
It also said in stock images that I am on the silver package.
Even though when I log in it does say I'm Gold but these 2 issues would suggest otherwise as my emails have not been getting priority and I cant use the Gold stock photos..
What is going on with my account.? I cant even send out my Christmas promotions because the email problem still has not be resolved.
I have also just sent an email about this issue also.
Thank you.
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john

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Posted 4 years ago

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Monique, VP of Customer Support

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Hi John

I tried to locate a post or support email from you related to the email problem which you say is still not fixed. However, I was not able to find one. Did you perhaps use a different address to contact us? If so please let me know and I will follow up to find out what the status of that issue is.

Regarding the information you are seeing saying that you are on a Silver package - I am not sure where exactly you are seeing this. If you are referring to the automated response you get when you submit a support request, this is the same for all our premium users. My concern is that you perhaps received the autoresponse intended for standard users, which would occur if you used an email address that our system does not recognize.

Regarding stock images - the whole collection of Yola Images is unlocked for anyone on the Silver package and higher. There is no separate collection for Gold. The Gold features are the SEO scan and Traffic builder. So you are not losing out on any features.

I checked your account and it is displaying as a Gold account with all the Gold features enabled. My only remaining concern is my inability to trace your support case regarding your email issue. If you sent it from your Yola account email address and it somehow got lost I apologize profusely. Please resend it using the email address you use for your Yola Gold account and we will follow up immediately.
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Lyall, Official Rep

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Hi John,

To add to Monique's response, I have just sent an email reply to you regarding the email issues you have been experiencing. I ask for specific information that I prefer you provide in response to my email, instead of this public platform.

We are still in the troubleshooting phase of identifying the cause of the email issue and then resolving it. I appreciate that this is taking time and impacting your business negatively and assure you we are working on this as a matter of urgency.