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Message from our Supporters, please read before submitting a ticket
Posted by Kan Nguyen on 14 May 2013 02:34 AM

Our working time is 8.00am-5.00pm Monday to Friday (GMT+7). So if you email us or submit ticket besides this working time, we're really sorry that we are not able to respond you soon. Especially if you submit ticket at weekend, please be patient and we will respond to you right when we're back on Monday.

We know that you are very upset when you have problems with our products, thus we always try our best to solve the issue for you as soon as possible. However, sometimes because of lacking information, we have to ask you before we can fix anything, and the difference in timezone makes the issue delayed 1-2 days. Therefore, to avoid this, right when you submit ticket, please try to provide us as much information as possible:

  • The best is you can provide us your site's FTP and admin information, so we can access to your site, fully understand what caused the problem and fix it right away for you. We are a trusted business and have fixed issues to thousands of customers, hence you can be assured that we won't store your information or provide it to any other parties. 
  • For some reasons, if you can't provide us your site's information, please take screenshots (as many as possible) of the errors, and describe us how to replicate it. However, most of the time, the bugs just happen in your site, and we aren't able to replicate your problem as described. Thus we still strongly recommend that you provide us your site's information to save time and get the extension to work smoothly in your site soon.

After we reply a ticket, the ticket status will be automatically "Closed". Please don't worry about that close status because you can reply to the closed ticket any time and it'll be "open" again.

Another note is that the maximum size of a file attachment is 1MB, your message may not reach us if the size of an attachment is too large.


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