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Katy Fleming
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December 14, 2016 at 7:56 pm
I am exasperated with Events Espresso. I have spent 4 days setting this up and attempting to use it with one glitch after the other. The “pre-sales” chat person assured me there would be support. In their own description, it says, “fully-supported with dedicated support staff and developers.” “Fully-supported” means a chat function or phone call, not me having to wade through a blog that I could find elsewhere.
– To register multiple people at once and only be able to capture the contact information of one person seems outrageous to me. You might as well do everything with pen and paper after reading the instructions and hoops one has to go through to capture that information. This is nuts.
– I have EE4, and it’s not allowing me to add an additional question to my bank of questions for registrants, even though the description of the product says I can.
– I have tested and re-tested my link to send with my marketing emails. It worked for me, but the map link embedded doesn’t work for anyone else.
I could go on, but I’m exhausted after putting in several 12-hr days trying to make this work. After all this, I’ll have to ditch the entire thing and start over if I can’t get some real and “full” support.
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Josh
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December 14, 2016 at 8:52 pm
Hi Katy,
I’m glad you were able to reach out, we’re here to help. I’m sorry things had to come to the point where you’re fed up. I will follow up with each of your questions below:
To register multiple people at once and only be able to capture the contact information of one person seems outrageous to me.
You can register multiple people at once and capture each person’s contact information by checking the boxes next to the applicable Question group in the “Questions for Additional Registrants” box. Here’s a screenshot that shows the location of that box on the event editor page:
https://www.evernote.com/shard/s4/sh/9098f312-ddf5-4c03-b756-33d1fe2602cc/64e70d75a3011f1b657a9fcf48b6dbfe
I have EE4, and it’s not allowing me to add an additional question to my bank of questions for registrants
You can add additional questions for registrants by following this guide:
https://eventespresso.com/wiki/add-questions-event-espresso-question-groups/
I have tested and re-tested my link to send with my marketing emails. It worked for me, but the map link embedded doesn’t work for anyone else.
Can you post a link to the event that has the map so we can investigate?
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Josh
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December 14, 2016 at 9:24 pm
Actually, you know what? I did some checking and found the event page. So on that event page there’s a link to a venue, but it looks like the venue hasn’t been published yet.
As it stands right now, then link is going to:
your site.com/?post_type=espresso_venues&p=168&preview=true
If you try to view that preview page within being logged into the site, you’ll see what everyone logged out will see. So if you publish the venue, then update the link so it’s not a preview link anymore, does link work for anyone logged out of the website?
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Katy Fleming
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December 14, 2016 at 9:44 pm
Josh, is there really no way of just emailing back and forth – does this communication have to be directed back here? Another extra step and waste of time.
I don’t know what you mean by “publishing the venue?” Do you mean when I click on the event, then scroll down to the venues and click on the one I added, that I should hit “apply?” Is that what you mean by “publish?”
Here’s the response to your previous emaiL:
I’ve been through the entire menu, and still see no place to add additional questions. I’ve clicked on every link – events, registrations, transactions, management, settings and extras. Nothing. When I click on the questions under the registration form, it doesn’t give me an option of adding questions. When I click on “question groups,” it is greyed out and says I need the caffeinated version of events espresso. “Questions for additional registrants” box isn’t included on the list, even in the greyed out list. From where do you begin to get to the Evernote page you sent the link for?
I’ve already been through the 2nd link you provided. There is no “Reg Form Settings” or “Add New Question” tab on my account page.
I keep reading through instructions about how to make things work, but the instructions give tabs and information that isn’t available on my screen! Is there really no one available at EE to help me figure these glitches out with my account without me wasting more of my life on reading through links that don’t apply?
I’m sorry you’re the brunt of my frustration, but I am just raw after 4 non-stop days of trying to make this work by reading through links.
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Josh
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December 14, 2016 at 9:51 pm
I don’t know what you mean by “publishing the venue?” Do you mean when I click on the event, then scroll down to the venues and click on the one I added, that I should hit “apply?” Is that what you mean by “publish?”
Actually, you can publish the venue by going to edit the venue, then click Publish. The reason I mention publishing the venue is because the Directions/Map to Mudrocks link is a preview link. Only logged in editors of the site will be able to see the venue page when it’s not published yet.
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Katy Fleming
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December 14, 2016 at 10:04 pm
Once again, I feel like we’re talking about two completely different programs. When I go to “Venues,” there is no “edit the venue” option. There is a “view all venues” and “add a venue.” No edit. My version is Event Espresso 4.9.22decaf. Are you talking about how things are done in that version?
I simply MUST get some help with the problems I’m having. Is there some way for a person in your support area to look at my page so you can see what I’m seeing? I can’t do this much longer.
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Josh
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December 14, 2016 at 10:11 pm
Katy,
I’m really trying to help you right now, so can you please bear with me for a minute and read through this message?
You’re running the decaf of Event Espresso and you need to upgrade to get the features you are missing. Instructions follow below. If the step by step instructions are not sufficient enough help, I can go ahead and run the upgrade for you if you can fill out the secure form on this page.
I’ll be honest with you though: It will take more time to fill out that form, so if you can two minutes to register your website, you can run the update in less than a minute. Here are those instructions once again:
You can update your site so it has the caffeinated version of Event Espresso by following these steps:
1) You go to your account page.
2) You copy the support license key (it starts with f71)
3) You go to your website’s wp-admin > Event Espresso > General Settings page
4) Paste the key into the Support License Key field, then save.
After you save that page, you’ll see an upgrade button and you can click that to get the upgrade to Caffeinated.
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Katy Fleming
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December 14, 2016 at 10:21 pm
Hi Josh,
I do appreciate that you’re trying to help me, so again – I’m sorry you’re getting the brunt of this. It’s just been extraordinarily frustrating that when I was “sold” this license, I was given the impression that all of these things I’m asking about would be straight-forward. I know you folks are familiar with all your versions, add-ons, etc. but people who have never dealt with them don’t have the first clue about the idosyncracies of each version.
Are you suggesting that I pay more money to upgrade? Could you clarify if you’re suggesting that I pay more money to make these things work?
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Josh
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December 14, 2016 at 10:26 pm
Are you suggesting that I pay more money to upgrade?
Absolutely not. Decaf is free to download and use. I’m only suggesting that you upgrade to the version (caffeinated) that you already paid for, and you can do that upgrade by following these steps:
1) You go to your account page.
2) You copy the support license key (it starts with f71)
3) You go to your website’s wp-admin > Event Espresso > General Settings page
4) Paste the key into the Support License Key field, then save.
After you save that page, you’ll see an upgrade button and you can click that to get the upgrade to Caffeinated.
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Katy Fleming
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December 14, 2016 at 10:32 pm
I did those steps Josh, even though I had already saved the key on that page. I deleted the one that was in there and copied and pasted the key again. There is an “Update” button on the right side of the page, but no “upgrade.” I have scrolled up and down of all four tabs, including the country tab, and there is no upgrade to be found.
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Katy Fleming
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December 14, 2016 at 10:33 pm
I’m curious if I paid for the upgraded caffeinated version, why didn’t I get that to begin with?
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Katy Fleming
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December 14, 2016 at 10:35 pm
Josh, I simply can’t stay up late again for the 4th night in a row dealing with this. Is there some way you folks can get this thing fixed on your end and I will come back to it tomorrow? I’m just wrung out over this. Never had this much problem with a program – ever.
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Josh
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December 14, 2016 at 10:43 pm
Hi Katy,
The software is on your website, and we do not have access to your website.
You’re more than welcome to fill out the secure form on this page and someone from Event Espresso staff can log in and click the “Update” button for you.
I’m curious if I paid for the upgraded caffeinated version, why didn’t I get that to begin with?
That’s a great question. My guess was you must have found the decaf version somewhere and installed it instead of the caffeinated version. That’s only a guess though.
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Katy Fleming
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December 14, 2016 at 10:56 pm
Hi Josh,
I need to go to bed. Can you please let me know:
1. did I pay for a “caffeinated” version and have only had access to the free program?
2. Since there is no “upgrade” button available to me, how do I get the plan I paid for?
3. If I have been paying for a plan I didn’t receive, how will I be compensated?
4. How can I get the venue link, registration information for people who are added, and the extra questions taken care of?
I need to get all of this resolved right away. I don’t have any more time to spend on this, and I simply MUST get my marketing done due to deadlines. Please connect with me as soon as possible to let me know how this will be resolved.
Thank you,
Katy
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Josh
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December 14, 2016 at 11:05 pm
1. did I pay for a “caffeinated” version and have only had access to the free program?
You have access to the paid version of the program. I don’t know why you installed the free program instead of the paid version.
2. Since there is no “upgrade” button available to me, how do I get the plan I paid for?
You can click the Update button. When I earlier mentioned the Update button, I mistyped Upgrade.
3. If I have been paying for a plan I didn’t receive, how will I be compensated?
You have received the plan you paid for. You can check your account page and you’ll see your account has access to the plan you page for.
4. How can I get the venue link, registration information for people who are added, and the extra questions taken care of?
Those features will become available after you upgrade/update to EE4 caffeinated.
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Katy Fleming
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December 14, 2016 at 11:16 pm
Still waiting for an answer. If Josh is unavailable, could someone else please reply? thank you, Katy
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Josh
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December 14, 2016 at 11:20 pm
Hi Katy,
I actually replied 11 minutes ago:
https://eventespresso.com/topic/livid-and-fed-up/#post-225647
Maybe you didn’t see my reply?
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Katy Fleming
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December 15, 2016 at 12:00 am
Hi Josh,
Thanks – it didn’t arrive in my email, but I found it on here.
It’s still not working. I entered my support license key and went through those steps when I first set up my account. As I mentioned earlier, the key was already in there. Still, I deleted it tonight and started over. I hit the update key, and nothing has changed. This has to be an issue on your end.
Once I paid for a license, I don’t understand why I wasn’t given access to the account I paid for right away. I’ve done everything I was asked to do/enter on my account page.
I simply have to stop now. PLEASE figure out on your side how to fix this so I can awaken to the account I paid for in place. Whatever it takes, I beg you. I can’t spend another minute on this. Thank you for all your help,
Katy
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Josh
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December 15, 2016 at 12:36 am
You were actually given access to the account you paid for.
Support staff can update your website after you complete the secure form on this page:
https://eventespresso.com/send-login-details/
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Josh
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December 15, 2016 at 1:03 pm
Hi Katy,
Here’s what was done on your website:
1) The Upgrade Now button was clicked and the site was successfully upgraded. Your website now has EE4 caffeinated, which adds the features that are not included with decaf.
2) I published the venue and fixed the URL in the link for the venue.
3) I checked the box to enable questions for additional registrants.
Please don’t hesitate to ask if you need help with anything else.
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Katy Fleming
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December 15, 2016 at 1:19 pm
Thank you for getting this fixed Josh. I have no idea why I was unable to update to the correct version on my end, but the bottom line is that it’s fixed and I can get things done today.
Again, I apologize that I took out my frustration on you. After losing so much work and sleep time with this, I was really wrung out. Things look better today, so thanks!
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