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  Public Ticket #1014966
Sorry, the support license on this ticket has expired
Closed

Comments

  •  5
    Roman started the conversation
    January 9, 2017 at 8:45pm

    Hi,

    I have this message from one of my customers which have paid 1 year of supporting:

    Suddenly I can’t follow up any tickets for Jango on https://nikadevs.ticksy.com. I only get the message:

    “Sorry, the support license on this ticket has expired. The ticket owner will need to extend their support and submit a new ticket.”

    But I have one year support remaining!


    I've already posted before similar tickets, but you always told that everything working correctly. But it's doesn't working correctly.

    Also I very often see that there is problems to check the purchase code and I click to refresh this information - sometimes this is working, sometimes is not.

    Thanks.


  • [deleted] replied
    January 10, 2017 at 2:22am

    If they extend support they will need to sign out and back in again to refresh the purchase code, etc. Usually a sign out/sign in will work.

  •  5
    Roman replied
    January 10, 2017 at 10:45am

    This is what I got today:

    Thanks! When I try to login using "Login with Envato" I just get the message "Something went wrong when trying to connect to your Envato account. Please try again." I have tried it several times.

    Just to be clear: it works fine to create a ticket, but I can't follow up or answer your comments.

    How long time will it take to fix this? It worked just fine a couple of months ago.

  •  5
    Roman replied
    January 11, 2017 at 9:15am

    Here is our today dialog:

     I can’t login to nikadevs.ticksy.com using Envato login. But I can login using my “e-mail-login”. And then I can create a new ticket, but I can’t do any follow up on that ticket (just create the first message). (And of course, I can login to envato.com.)

    Also very often I can see this issue:


  • [deleted] replied
    January 11, 2017 at 1:25pm

    I was able to login with Envato using my account without any issues. My guess here is that the Envato API being as unstable as it seems to be, is just failing when they try to login. My suggestion to them would be to go to the following URL:

    https://account.envato.com/

    And log out. Then go back to your support desk and Login with Envato, which will then ask them to login using their Envato credentials from that account.envato.com page again.

    I'm hoping this resets whatever is going wrong with their account there.

    Let me know if this still doesn't work!

  •  5
    Roman replied
    January 12, 2017 at 8:39am

    Hi,

    Is there any way to store the tickets history after re-login?

    "This way seems to work, but then I "loose" all may previous tickets, since nikadevs.ticksy.com now thinks (I guess) I am another user... What to do about that?"

    Thanks.

  •  5
    Roman replied
    January 12, 2017 at 8:56am

    Hi,

    And as I've reported before very often I got this error, for example today the same as yesterday:


    Thanks.

  • [deleted] replied
    January 12, 2017 at 12:59pm

    There isn't unless they are using the same email address as the Envato account. So what would need to happen is the following:

    1. The new account, connected to Envato would need to be deleted (from the Customers page).
    2. They would need to update their email address on the old account to match the Envato email address.
    3. Then they should be able to Login with Envato and it will connect those both because it's the same email address.