YOLA says sign up email address wrong.

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  • Question
  • Updated 7 years ago
I cannot log on. I am told that the password does not match my email address. When I go reset the password, it tells me there are no websites/accounts associated with that email address. YOLA will not talk to me unless I pay a $9.95 a month fee.
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Max Taylor

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  • frustrated

Posted 7 years ago

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Gop

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Hello Max,

Please send an email to support@yola.com. Give them your details and they can then assist you by email and your information will be private.

Email responses aren't charged for and you aren't obliged to have a subscription to paid for plans.
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Monique, VP of Customer Support

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Hi Max

Gop is correct. We reply to each and every email we receive in support. It is true that if you are a free user it will take you a somewhat longer to get a reply. If you need speedy assistance we do encourage you to sign up for one of our hosting plans as this comes with premium support.

This might be of interest to more people:

One of the biggest challenges for any web service of our size is continuing to offer a high standard of support for a large and rapidly growing customer base while not passing on the massive costs of running a big support team to our customers. This is further complicated by the fact that with Yola a large number of our users are still on a free plan. We value our free users and know that when they are ready they will take the step of upgrading but we also feel that it is only fair that those who pay get faster assistance because they are the ones that help keep our business running for everyone.

If you are a free user, don't worry, we haven't left you out in the cold - we have a large knowledge base, and active user forum and we will reply to your emails as and when we can. And as with any part of our free package, when you find that this just doesn't meet your needs anymore we encourage you to take advantage of one of our affordable hosting packages which among other things includes an express pass to email and phone support!
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Gop

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I really have a philosophical problem of support being a herding ground for sales and marketing. It's the classic "conflict of interest" and shouldn't be obvious. Fine if a solution is to recommend a product which will solve the problem but not fine if it's a wide and vague solution with other free alternatives available and not proferred.

The sales pitch is very obvious on Yola and by the support staff who have or are building a rapport and trust with clients first of all and that is a professional relationship and one of primarily looking after the clients needs not of looking after Yola's commercial needs.

Clients will become customers with goodwill and they are astute enough to see the products themselves or ask. Sometimes the suggested sale even misleads customers into believing that a plan is the only solution and that is deception and is unethical.

Silence of the lambs or a wolf in sheep's clothing?
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Monique, VP of Customer Support

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My reply was in response to the statement: "YOLA will not talk to me unless I pay a $9.95 a month fee." Customers sometimes assume that if we don't respond within one business day we are not going to respond at all, hence the "will not talk to me" complaint. I responded by clarifying the support we are able to offer to free and paid users, the reason for this policy and the benefits of upgrading. I was most certainly not trying to mislead or to conceal any of the available options. If it came across that way I apologize.