JL Forums

Can't login to social multiplier!

0 Members and 1 Guest are viewing this topic.

Can't login to social multiplier!
« on: August 10, 2017, 11:38:52 PM »
 :(   I can't login into social multiplier and haven't been able to for a couple of months! I sent in a ticket and have not had a response back. I keep getting Invalid username/email or password. Please try again message!!! I have already uninstalled and reinstalled it, but still getting same message! This is very annoying now! Please I need your help.

Offline Meg

  • *****
  • 7294
  • Freedup to do what you really want
    • View Profile
Re: Can't login to social multiplier!
« Reply #1 on: August 11, 2017, 12:13:30 AM »
Did you get an automatic response from helpdesk to say your ticket had been received? If not, you need to check your spam box and whitelist the helpdesk email address. The automatic response normally arrives within 10 seconds or so. Helpdesk normally responds within about 24 hours during the week, longer at weekends. It speeds the process up if you supply them with the purchase details, especially if you are using a different email address from your paypal email. Helpdesk is at https://askjonleger.desk.com/

Re: Can't login to social multiplier!
« Reply #2 on: August 11, 2017, 11:49:55 AM »
guyte

If you haven't been able to login for months, this is nothing to do with the recent server change that affected a few people.

Send me a private message with your registered email address for SM2, as well as your username and password so I can look into this for you.


Re: Can't login to social multiplier!
« Reply #3 on: September 01, 2017, 02:59:44 AM »
Got issues trying to login as well - PM sent

Offline Meg

  • *****
  • 7294
  • Freedup to do what you really want
    • View Profile
Re: Can't login to social multiplier!
« Reply #4 on: September 01, 2017, 04:10:21 AM »
Have you submitted a ticket to help desk? https://askjonleger.desk.com/ If you can't see the social multiplier board on these forums, you may be using a different email address from what you used to purchase social multiplier.
« Last Edit: September 01, 2017, 04:42:32 AM by Meg »

Re: Can't login to social multiplier!
« Reply #5 on: September 02, 2017, 08:23:56 AM »
Have you submitted a ticket to help desk? askjonleger.desk.com/ If you can't see the social multiplier board on these forums, you may be using a different email address from what you used to purchase social multiplier.
Using exact same email. I have sent a PM to Amin, do I need to duplicate it via helpdesk tickets?

(Also btw posting to this forum is a nightmare - two captchas one of which is unreadable - takes me at least five attempts to enter it correctly)

Re: Can't login to social multiplier!
« Reply #6 on: September 06, 2017, 07:39:24 AM »
Oh how lovely, so the forum is apparently active enough to delete my complaints and negative comments as to the quality of support and general attitude towards customers who purchased the tools - but not active enough to address them... Excellent job guys!

Re: Can't login to social multiplier!
« Reply #7 on: September 06, 2017, 07:42:02 AM »
Just in case it's a "system glitch" or anything of the sort here is my missing comment posted yesterday again:

Would anyone bother replying me? Is this forum completely deserted? Still can't log in, support ticket submitted on Sunday, your support is a complete disgrace, they either play dumb or are dumb indeed, they fail to even read the messages or bother to understand what they are told, e.g. after I said I can't even reset my password because learnfromjon.com/socialmultiplier/index.php?action=password times out I've been told to reset my password by going to learnfromjon.com/socialmultiplier/index.php?action=password! That's not the kind of service I was expecting when paying for a lifetime license.

Re: Can't login to social multiplier!
« Reply #8 on: September 06, 2017, 07:48:40 AM »
Jon and Amin, please address it, I'm asking nicely and have been since September 1 (that's 6 days already) - you were nice enough to take my money for a lifetime license, I was happy with the product while it worked, please be nice enough to do your job and properly support your product, not just keep breeding unsupported products and take people's money to fail them as soon as they stop working. I am not trying to ruin your reputation, just trying to make you do what's right and conduct your business honestly. Look, as of September 1 I was a generally satisfied customer and could even be called a fan of your product, save for a little glitch that I hoped could be solved by asking you about it - as of now, you force me to repost deleted comments and fight with your useless support. This page has been saved in case you decide it better to delete my comments again, and it's no use trying to ban me either - it's much, much easier and way more decent to solve my issue than fight me. Please do the right thing.

Offline Meg

  • *****
  • 7294
  • Freedup to do what you really want
    • View Profile
Re: Can't login to social multiplier!
« Reply #9 on: September 06, 2017, 11:40:49 AM »
Did you get an automatic response from helpdesk when you submitted your query? You should get an automatic response with your ticket number shortly after submitting a ticket. If you don't get an automated response, the reply with your ticket number may have gone into spam. If you DID get a ticket number, why not post the ticket number here, so any staff members can see what number your query is?

Re: Can't login to social multiplier!
« Reply #10 on: September 06, 2017, 04:28:09 PM »
Case #591520
Amin has replied but still hasn't suggested anything viable
Waiting

Re: Can't login to social multiplier!
« Reply #11 on: September 06, 2017, 04:41:46 PM »
I am different from most of your customers in that I am not completely clueless - I have been part of several software development projects of various sizes and levels of complexity in different roles (including professional testing/QA, requirements management, documenting and coding), and I have built my own tools too. No need to treat me like an idiot. I realise well enough desktop tools are a complicated matter because everyone will have a different machine configuration - but if it has been working on said machine before and nothing has changed on the client side then the problem is on the server side - i.e. something must have changed in how a user is validated when logging in, or how it connects to the database on the server side, or something along those lines. So far, I got all sorts of stupid questions and propositions from the clueless support people who are clearly not trained to deal with anything at least a bit technical, moreover appear to not even read what I tell them. None of those questions have come even close to addressing what I talk about here. Now that Amin has taken over I have a bit more hope. See I'm trying to help, work with me, don't make a fool out of me. Apparently I am not the only person having issues with SM. I am interested in making it work, hope you are interested as well.

Re: Can't login to social multiplier!
« Reply #12 on: September 07, 2017, 05:40:03 AM »
From the details we've been given so far there's nothing that stands out as a reason for a problem logging in.

Where such a query is raised the first thing the support team do is check that there is a valid subscription, or membership at Prosperative. In fact most of the time we get this kind of query the problem is a cancelation of the service, so they have to check that first.

They then try to get as much information as they can, including trying to login as the user to see if the problem might be isolated just to that person's machine/VPS.

After that they'll run through the most likely solutions. If it's something outside that then we'll have to ask Jon to take a look.

The original poster has had replies on the helpdesk, even though the problem has not yet been resolved.

The support team (me included) can't always solve an issue, but we do have to get plenty of information if we need Jon to find a solution.