No customer could be found with that email address...

Bought a new Xenforo a few days ago, was able to login directly after purchase no problems. Was able to create forum account no problem and access the resources.

Two days ago I go to login to download XF and get the forum started and I get the "No customer could be found with that email address"

Emailed XF directly last night, got a response from Ashley requesting more information but haven't heard back since replying early this morning (like 8am EST?)

Anyone else have similar problems after purchasing, or is support always this slow when it comes to the product? Starting to think I may have made a bad choice in forum software.

 

Support is kinda slow there. Asking in the forums is much quicker to get solutions.

 

I'm going to give it till tomorrow evening. If it's not fixed by then I'll just have my bank deal with it and see if I can't pick up an IPB license for cheap.

I should have known better than to do this!

 

When selling my XenForo licence recently, things was slow dealing with Ashley to be honest. Many hours past between each reply and the last one sent at around 8pm in the evening (UK time-zone same as him), only got a reply back the following day in mid-afternoon. Even wrote the "sale off" thinking something was wrong and informed the buyer interested it looked that way to me and communication seemed to had stopped. But did happen in the end eventually. Took about 24 hours in total to complete the sale transfer over.

I'd give it time, found things frustrating slow as well. But did have the same happen at vBulletin selling that licence at the same time to be fair. Had to send them a "friendly reminder" the buyer was waiting for transfer to happen after around 4-5 hours past with no reply coming back. But things did move along much faster after doing that with vBulletin, faster than things did with XenForo.

Might be worth sending Ashley a reminder of how long you've been waiting, it should really be sorted out by now. Wouldn't just leave it saying nothing after even "half-a-day" passes, you need to be chasing it up with him - if waiting 4-5 hours and hearing nothing back still. The problem you have now, it's the weekend for people living in the UK. Could get Monday before they resume support tickets.

 

Not that it's a good excuse, but just really an FYI. One of the developers, Mike Sullivan, is getting married today and I think the XF guys are all in Scotland where the wedding is taking place.

 

Yea, saw it via Twitter too.

 

Was reading the same about the wedding last night on XF, you've just picked the wrong day (of all days) to buy a licence unfortunately. Didn't you buy it Friday, the day before the wedding. But London to Scotland is a very long trip. About an 8 hour car drive, so bet they set off Friday evening.

They could have put something up on the forums in hindsight I suppose, at least letting people know buying and needing support it was going to get Monday due to wedding. Just a little heads up for people, but they don't offer support at the weekends anyway - It's Monday to Friday hours.

 

Thanks for letting know.

 

I meant they could have posted a small announcement saying it beforehand as a heads up for people. Ha! But as before, it's Monday to Friday anyway hours. So picking Friday to buy XenForo is not wise if you run into problems, you're going to be waiting till the following Monday for support unless they take time out offering it over the weekend as well, which you can't expect they will do.

 

Communication doesn't seem to be a strong point of anyone in command over there.

Owell, I'll give it a bit longer I suppose. I can always work on it at work tomorrow any way.

 

Just read that thread you started on XenForo, dear me is all I'll say. No wonder the XenForo forums have got such a bad name these days. You just can't open your mouth with a valid concern without a bunch of XF trolls diving in feet first screaming foul.

Today is Monday, did you get things finally sorted out then? Because you should have, the wedding was at the weekend on Saturday and pretty sure Ashley and Kier didn't go on honeymoon with Mike. Was expecting you'd have this problem fixed now.

 

Nope, no reply, and even sent an email this morning (about ~9am EST). so we'll see what tomorrow brings.

Either way, I'm pretty disappointed with the experience overall. The forum software I thought was supposed to be the opposite of everything vBulletin had become, and its pretty clear it's all the same. From the toxic community, to the lackluster support.

Hopefully I can get a refund and go to IPB or something, and guess this is reason enough for someone to start http://xenforosucks.com all over again.

 

Even if Kier and Ashley stopped over and came back Sunday day, which I'd imagine they would have done considering the very long journey back home from Scotland to London. That would still leave them all day Monday getting back to work sorting any support issues out from over the weekend, and you've not heard a thing today? Very surprised indeed at that, starting to sound like they couldn't care less about anything now.

 

Nope not a single reply to my email, or any sort of official reply to the forum. I'm not expecting a miracle and getting a reply on the forums (it's a lot of work to login there and all ya know /sarcasm), but an email that says "Hey, we're still looking in to why this happened, but we see you've paid and provided us with all the required information so we've restored access" would have been nice.

 

Heya David, I don't think you can get a refund once you downloaded the forum script. But if you decided to leave XF, you may wanna transfer it to someone else. I would like to get XF second hand. Wonder if they do transfer support? Just a thought. Update me if you are really leaving XF. Thanks

 

He wouldn't be able to transfer it, needs to be at least 3 months old.

Don't see why he shouldn't be able to get a refund back really if that's what he wants, they follow pretty much the same rules as vBulletin and they always offered a full refund after downloading the script in "certain cases", each judged on it own merit of reason given. I got one once, a full refund back from vB.

 

Oh yea, I forgot about the 3 months old thingy. Thanks for telling.

If it's with IPB, you can't get a refund if you have already clicked on the download link for your forum script, that was what happened to me So I thought it would apply to XF too. My bad. And thanks for your info too

 

Don't see what downloading the script has to do with anything. Once you get a refund, it's not as though you can use it for a forum. In that case, what's stopping me from downloading a copy of XenForo before I sell and transfer my licence to another person. Same thing really.

I'd probably do what David said, give them Tuesday as well to sort it out (give them the benefit of the doubt). But if not sorted then, I'd be asking for a full refund back.

 

I would and all, but I dont think it's going to be possible due to the fact my customer account some how can't be found any longer.

No reply again today, case opened with paypal.