Problems with Yola templates and poor customer support

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  • Updated 5 years ago
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Who owns Yola? I am new to Yola but not to web-building. Yola has an incredible system--if it worked properly.... and it there was decent support. The CS people aren't even savy enough to understand a simple question. I made my first site in a couple of hours--WOW... but I started with a plain page. I started having problems when I tried to use a template.
Then tonight when I went to MY YOLA--I couldn't even find the site I had worked on and saved. Every link was to a page wanting to sell me another domain!!
I would like to send a copy of my e-mail correspondence with CS to some authority, so they could see what is going on...
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Nancy Freeman

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Posted 5 years ago

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Monique, VP of Customer Support

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Good day Nancy

My name is Monique and I am in charge of customer support for Yola.

I am very sorry to hear that you have had a poor experience with our customer support and I would like to assist to the best of my ability. You do not have to send me a copy of your correspondence as I have already located and reviewed it.

As I understand it you encountered two problems:
1) The inability to edit text in the page when selecting various templates.
2) The inability to locate the first site you had created and return to editing it.

With regard to the first issue - as Jen has pointed out every template and style supports the ability to add and change text. This is done by clicking any text box in the page and typing or dragging a new text widget onto the page to create a new text box that you can type in. However, from your correspondence I am concerned that you appear to be experiencing something different and if this is the case we need to get to the bottom of it. Can you tell me what happened when you attempted to add or change text on the templates that did not appear to support this? Were you simply unable to type in an existing text box or drag a new text widget onto the page, or did you receive an error message of some kind? Any additional information you could provide that would allow me to get to the bottom of this would be greatly appreciated.

With regard to the second issue. I had a look at your account and was able to locate both of your sites using the instructions Jen provided:
1) Log into your account
2) On the My Yola page there is a thumbnail of your currently selected site with a drop down list under it that says "select site" - click on this and you will be able to see both sites, in your account, one called "Nancy Freeman" and one called "yola website". Select the one you wish to edit and click on it and then click the pink "Edit Site" button.
3) You can also access all the sites in your account from within the sitebuilder by clicking on the "Site" tab and then clicking the drop down list under that tab to select the site you wish to edit.

Once again my apologies if I have misunderstood either of the issues you encountered. However, if I have understood correctly then the instructions I provided should work and if they do not work for you as described then we need to investigate further.

You are welcome to reply back on this thread, or email support and mark your email "attention Monique" and I will follow up as I want to ensure that you have a hassle free website building experience.
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Monique, VP of Customer Support

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Hi Nancy

I have one further question. On your email to Jen you said: "go to the Yola personal sites and browse through them, at least half of them will not allow a text box to enter/change type."

When you browsed the Yola personal sites to look for a template, can you tell me if this is the page you were on: https://www.yola.com/gallery/personal

If so then I believe there could be a misunderstanding as this is a gallery of example sites, but they are not editable. I can explain how you can access the editable templates, but first I want to be completely sure that I understand your question, so please let me know if that link is where you were browsing for a template to edit?
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Nancy Freeman

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Thanks for this in-depth answer. I'll try everything and get back to you later with the exact sites that did not allow for changes on the style templates--while some did.
However, it was not my first site--timelessindia, it has been published with ease.
As I stated it was when I tried to use the style sheets that I had issues--

It was the second site Nancy-Freeman that I worked on saved, and cannot find now.

Honestly, your pages to get started on a site, or return to a site, suck. I always had to search to find the right place to even get started. I am not a novice--I have created over 8 websites with Dreamweaver, and 1 with Word Press.

Therefore, I realize what an extremely good system you have... It's a hundred times easier than Dreamweaver or Word Press and for that reason I am persisting.
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Nancy Freeman

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Darn--I wanted to give you a screen shot of my Yola dashboard.... but it would not upload as a image... and I don't have time to convert to .jpg now.
When I go to my Yola I get a message...

NancyFreeman might be available--claim it now (it's not available or would not be using Nancy-Freeman)

Then there is a box: Select site; I get two choices on the drop down menu...
Nancy Freeman (does not exist)
Yola website, with Timeless India choice

Where do I find www.Nancy-Freeman.com, that I worked on and saved 3 or 4 days ago??

And where to I find www.gethealthrevolution.com that I have not worked on yet?
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Nancy Freeman

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And don't tell me to go to the domain page--

When I do and click on the GetHealthyRevolution-- here's what I get...
Where do I go to get started??

It looks like the image does come through...
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Nancy Freeman

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Another quick question--does it matter that I use a Mac??
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KanThaiDecor

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Just a thought concerning text.... It can get a bit odd if you use style designer and then try to edit text (via the text editor not in style designer) to something other than what you have set as default. For me this happened more so on keeping the font size the same size on a text link as the rest of the text.
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Laura Thomas, Social Media Coordinator

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Hi Nancy,

We develop the Sitebuilder on Macs, so that should only impact your experience in a positive way.

The registration for gethealthyrevolution.com does reside within the same account as nancy-freeman.com and timelessindia.us however it is not yet assigned to a website. The "Select Site" drop down menu pictured in your MyYola screenshot above shows you your website name for sites you have already created, not the domains you own. That's because you can have multiple domains assigned to a single website. You can create a new website by selecting "create new site" from that drop down menu and then you can publish it to gethealthyrevolution.com. Alternately you can assign it to one of your existing websites.

When you select "Nancy Freeman" from the drop down menu, is that the website you expect to associate with www.Nancy-Freeman.com? If so, you just need to Publish your website! Once you select the "Publish" button you will be able to assign the domains you already own.

I hope this helps. Please let me know if you need any further assistance.