Your comments
Winstone -
I already doublechecked when we discussed last week - the refund was issued on June 24th.
Send a quick note to support@sitepal.com and ask to please forward to Gil - and I'll send you by email screen shots of the refund from our paypal account - I don't want to post them here.
Best,
Gil
I already doublechecked when we discussed last week - the refund was issued on June 24th.
Send a quick note to support@sitepal.com and ask to please forward to Gil - and I'll send you by email screen shots of the refund from our paypal account - I don't want to post them here.
Best,
Gil
James -
We're close.
if you would write a note to support@sitepal.com we would add you to the list for the Beta if you are interested.
Gil
SitePal Team
We're close.
if you would write a note to support@sitepal.com we would add you to the list for the Beta if you are interested.
Gil
SitePal Team
Winstone -
We issued the refunds on Tuesday (two days ago) - but a refund can take several days to be reflected in your account. I can not tell you how long exactly - as it depends on the bank issuing the credit card and it's practices.
I'm afraid there is nothing we can do to expedite the process.
Hope this helps
Regards
Gil
We issued the refunds on Tuesday (two days ago) - but a refund can take several days to be reflected in your account. I can not tell you how long exactly - as it depends on the bank issuing the credit card and it's practices.
I'm afraid there is nothing we can do to expedite the process.
Hope this helps
Regards
Gil
You're welcome! :-)
Winstone,
I see from your usage pattern that the Platinum package is definitely the right choice in your case - it will be more economical than purchasing additional streams each time they run out (and more convenient)
It does take a few minutes or more for a Platinum upgrade to be applied to your account and affect your Scenes. You may also need to refresh your browser or clear browser cache in order to see it working.
I reviewed your account and I noticed that immediately after you made the Platinum upgrade you made additional stream purchases as well as a a second annual extension.
Because the Platinum package comes with *unlimited* streams, there should not have been any need for you to purchase streams after you upgraded.
We will refund these additional purchases for you - our support team will send you a note with detailed information about the purchases being refunded.
I assume everything is working properly now? if you still see a problem please clear your browser cache.
Best Regards
Gil
SitePal Team
I see from your usage pattern that the Platinum package is definitely the right choice in your case - it will be more economical than purchasing additional streams each time they run out (and more convenient)
It does take a few minutes or more for a Platinum upgrade to be applied to your account and affect your Scenes. You may also need to refresh your browser or clear browser cache in order to see it working.
I reviewed your account and I noticed that immediately after you made the Platinum upgrade you made additional stream purchases as well as a a second annual extension.
Because the Platinum package comes with *unlimited* streams, there should not have been any need for you to purchase streams after you upgraded.
We will refund these additional purchases for you - our support team will send you a note with detailed information about the purchases being refunded.
I assume everything is working properly now? if you still see a problem please clear your browser cache.
Best Regards
Gil
SitePal Team
Bill -
The main consideration is the technical inability to include the actual speaking character in the email - email client products (such as outlook) and web based (such as gmail) do not support it.
So we implemented a best possible solution (we thought) of including a picture of the Scene, with a link that plays the speaking character when picture is clicked. This link could open a popup - but we thought a new page/tab would be least disruptive.
Please consider and advise - how would you prefer this feature work?
Regards
Gil
SitePal Team
The main consideration is the technical inability to include the actual speaking character in the email - email client products (such as outlook) and web based (such as gmail) do not support it.
So we implemented a best possible solution (we thought) of including a picture of the Scene, with a link that plays the speaking character when picture is clicked. This link could open a popup - but we thought a new page/tab would be least disruptive.
Please consider and advise - how would you prefer this feature work?
Regards
Gil
SitePal Team
Gabriel -
Thanks for the detailed explanation - I'm afraid that some of the details of the way credit and debit card providers treat their customers are outside our control.
From our perspective, we just do our best to bill our clients after 15 days (if they do not cancel) and every month after that (for the monthly plan); We use the paypal/verisign API to do so.
And we try to do all this without storing our client's credit card number. Your point about how Verisign/Paypal may store this number on their end may or may not be true. My informed understanding is that they DO NOT. When an authorization transaction is made, this authorization is performed by paypal vs. the CC issuer (as they call it "the Bank"). They receive an authorization code, which they pass on to us. We use this code to "capture" this transaction after 15 days.
If any 3rd party were to infiltrate our servers (which has never happened btw) - at worse they would gain access to authorization and transaction id's which they would find quite worthless. If more online merchants took this approach we might all be safer.
Bottom line -
Your authorization transaction has been voided. Your Free trial account is still active - but you will need to extend your account manually before the 15 days are up.
Hope this helps,
Best,
Gil
Thanks for the detailed explanation - I'm afraid that some of the details of the way credit and debit card providers treat their customers are outside our control.
From our perspective, we just do our best to bill our clients after 15 days (if they do not cancel) and every month after that (for the monthly plan); We use the paypal/verisign API to do so.
And we try to do all this without storing our client's credit card number. Your point about how Verisign/Paypal may store this number on their end may or may not be true. My informed understanding is that they DO NOT. When an authorization transaction is made, this authorization is performed by paypal vs. the CC issuer (as they call it "the Bank"). They receive an authorization code, which they pass on to us. We use this code to "capture" this transaction after 15 days.
If any 3rd party were to infiltrate our servers (which has never happened btw) - at worse they would gain access to authorization and transaction id's which they would find quite worthless. If more online merchants took this approach we might all be safer.
Bottom line -
Your authorization transaction has been voided. Your Free trial account is still active - but you will need to extend your account manually before the 15 days are up.
Hope this helps,
Best,
Gil
Gabriel -
This is an authorization not a charge. We only authorize the cc for the amount, and we do not have your money. We do that to be able to bill you in 15 days (without storing your cc information).
When we "authorize" some cc companies place a temporary hold for the amount - and that's what you are seeing. The information displayed can be confusing.
This authorization is automatically released eventually. I'm sorry for the inconvenience, but as I said - we don't have your money. What we can do is cancel the authorization, and turn off automatic billing for your account. This will require you to manually extend the account before the free trial expires (you will receive emails with reminder and instructions).
Let me know if you'd like us to do so.
Regards
Gil
This is an authorization not a charge. We only authorize the cc for the amount, and we do not have your money. We do that to be able to bill you in 15 days (without storing your cc information).
When we "authorize" some cc companies place a temporary hold for the amount - and that's what you are seeing. The information displayed can be confusing.
This authorization is automatically released eventually. I'm sorry for the inconvenience, but as I said - we don't have your money. What we can do is cancel the authorization, and turn off automatic billing for your account. This will require you to manually extend the account before the free trial expires (you will receive emails with reminder and instructions).
Let me know if you'd like us to do so.
Regards
Gil
Gillian -
To use many avatars on a page, and address each of them distinctly via the API, you would need to embed each of them in an iFrame.
There's an example of doing so on our support page - check it out:
http://www.oddcast.com/support/vhost_...
Hope this helps,
Gil
To use many avatars on a page, and address each of them distinctly via the API, you would need to embed each of them in an iFrame.
There's an example of doing so on our support page - check it out:
http://www.oddcast.com/support/vhost_...
Hope this helps,
Gil
Customer support service by UserEcho
Our service experienced a problem early this morning which affected some of our customers. This problem was the result of a misconfigured server.
The problem was discovered and fixed within about 2 hours - and it could be the same issue that affected you.
I sincerely apologize for the inconvenience - we are doing everything we can to prevent this problem from recurring.
Best,
Gil