Cannot log in and no support after 4 days and 3 emails.

[maisatomai]

Cannot log in and download on Sunday. Everytime I log in, it will cause me to go back to the homepage and the status is "not logged in". I emailed David 3 times and until now there is no reply. What is going on??? (Strangely I can log into the forum).

PS: I tried using my Ipad and Iphone to log in and the result is the same

 

[Hend Abuenein]

Hi Maisatomai,
I had the same problem 3 days ago. Was fixed when I tried logging in with my email instead of screen name.

You might want to try that.

David is busy recording videos. But until Suzanne replies to you, try the email log in.

Good luck

 

[David Harper CFA FRM]

Hi maisatomai - As I understand, Suzanne has been in contact via email. If you are emailing me at [email protected], then I probably won't respond (it receives several hundred emails per day, I physically cannot keep current with that address). You need to email [email protected] or [email protected] : those emails get attention, and I focus on this forum when I am not creating content. Thanks,

 

[Suzanne Evans]

Cannot log in and download on Sunday. Everytime I log in, it will cause me to go back to the homepage and the status is "not logged in". I emailed David 3 times and until now there is no reply. What is going on??? (Strangely I can log into the forum).

PS: I tried using my Ipad and Iphone to log in and the result is the same

Hi Maisatomai,

I've already talked to you via email. The reason for the non-response was because the email wasn't sent to the appropriate email. All of the support needs to be sent to [email protected] or [email protected]. The email was sent to one of David's emails in which he does he best to keep up with email but has been busy prepping the videos that are to be recorded and published this week. I will be sure and look into your problem and get back with you ASAP.

I apologize for the inconvenience but in the future please use one of the two emails above.

Thanks,
Suzanne

 

[maisatomai]

Okay, I think I have made a mistake. Support is very fast, Suzanne responsed within minutes everytime.

I think I emailed David using [email protected] few days before and got a reply. Therefore, my impression was that he will respond from this email address. Maybe I am misinformed and I should email [email protected]. I apologize for this thread and agree that moderator can remove it if you want.

 

[David Harper CFA FRM]

Hi maisatomai,

I am glad that Suzanee is able to respond so quickly .... I hope she doesn't create an expectation that she can respond within minutes, responsiveness is real important to us, but we want to be reasonable about it (to be real frank, the internet has made some people crazy this way, expecting immediate access and immediate gratification; it ain't going to happen unless the laws of physics are repealed)

With respect to [email protected], I really don't guarantee a response to this email, as above. Suzanne and I just realized that the purchase receipts come from davidh@, which may invite use of that email. So, we are going to change the email on the receipt to [email protected].

But, FWIW, here is our preference in regard to providing service, in order of priority

1. Here in the forum first
2. [email protected] (Suzanne and I both get copies)
3. [email protected]

With respect to "I apologize for this thread and agree that moderator can remove it if you want" Thank you, no need to apologize (your time is valuable) however, for the sake of transparency, we have a policy against modification of entries. The only exceptions are: we will delete spam and we do occasionally MOVE a thread (e.g., from announcements to a topic area). Thanks!

 

[maisatomai]

It works now, after the quick response from the team. Thanks a lot. Problem solved