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Missing Support tickets - 8/12/2015 2:33:58 PM   
Prussia

 

Posts: 127
Joined: 11/14/2005
Status: offline 		To whom it may concern:

Apparently I've fallen into a black hole of support issues, and I can't get up; in brief:

3 tickets submitted; 3 no responses; 3 submitted tickets not displaying in "View my Helpdesk Tickets"; product ordered July 30th, still not received, nor any indication of when it might ship! Additionally, when I go to Support Center, even though it says Welcome So and so, it says I'm not logged in under "View My Helpdesk Tickets".

So currently I'm in a fruitless loop and I'd like some assistance. The pertinent Support Tickets numbers are: [ID:23027]; [ID:23026]; [ID:22910].

Any attention to this matter would be greatly appreciated.

Kind regards,
Jean-Claude
Post #: 1
RE: Missing Support tickets - 8/12/2015 3:17:42 PM   
PipFromSlitherine

 

Posts: 1446
Joined: 6/23/2010
Status: offline 		If you could email your details to support@slitherine.co.uk that would help the guys to solve your issue.

Cheers

Pip


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(in reply to Prussia)
Post #: 2
RE: Missing Support tickets - 8/12/2015 3:55:46 PM   
VPaulus

 

Posts: 3630
Joined: 6/23/2011
From: Portugal
Status: offline 		I have checked your three tickets and we have responded on August 10 (ID:23027, 23026) and July 31 (ID:22910).

I've also noticed that there is one other Matrix account registered under a different email address but with the same username. Your tickets are appearing on the other user's account.

You can either contact us at support@slitherine.co.uk or open a new Helpdesk ticket, but this time make sure that you are login in your Matrix account and click on Open a Helpdesk Ticket link.




Attachment (1)

(in reply to PipFromSlitherine)
Post #: 3
RE: Missing Support tickets - 8/12/2015 4:02:52 PM   
VPaulus

 

Posts: 3630
Joined: 6/23/2011
From: Portugal
Status: offline 		Meanwhile we are checking why the system permitted that two accounts were registered with the same username.
It isn't suppose to happen.

(in reply to VPaulus)
Post #: 4
RE: Missing Support tickets - 8/12/2015 4:33:12 PM   
Prussia

 

Posts: 127
Joined: 11/14/2005
Status: offline 		Thank you for looking into the matter.

I've checked all my email accounts and there is nothing from Matrix other than automated confirmations of submitted tickets and my order: which I still haven't received- nothing described so far should have impacted the processing of my order, in my estimation.

I do notice that when I sign in under what I'm assuming is my account (it does show my games purchased or registered with the exception of my WitP-AE, and two duplicates of TEAW), it does display on occasion another name that I do use or have used in the past (my initials, so kinda sorta appears as if it should be me!) which is confusing.

Re.: "or open a new Helpdesk ticket, but this time make sure that you are login in your Matrix account and click on Open a Helpdesk Ticket link" but I am doing that; and as described above, it has to be my account as it does list most of my purchases and registered games.

Kind regards.

(in reply to VPaulus)
Post #: 5
RE: Missing Support tickets - 8/12/2015 5:00:45 PM   
VPaulus

 

Posts: 3630
Joined: 6/23/2011
From: Portugal
Status: offline
quote:

ORIGINAL: JCL

Thank you for looking into the matter.

I've checked all my email accounts and there is nothing from Matrix other than automated confirmations of submitted tickets and my order: which I still haven't received- nothing described so far should have impacted the processing of my order, in my estimation.


Your opened tickets are on the other user account and unfortunately we can't transfer them to your account.
So the best way is to contact us at support@slitherine.co.uk and mention tickets [ID:23027]; [ID:23026]; [ID:22910] and we will assist you by email regarding these issues.


quote:

ORIGINAL: JCL
I do notice that when I sign in under what I'm assuming is my account (it does show my games purchased or registered with the exception of my WitP-AE, and two duplicates of TEAW), it does display on occasion another name that I do use or have used in the past (my initials, so kinda sorta appears as if it should be me!) which is confusing.


I've checked your Matrix account Prussia and you have 8 games registered under there. I don't see any duplicate games there. It's possible that you have registered multiple accounts under different email addresses.


Meanwhile we have renamed the other Prussia account, so you should reset your password at:
http://samelogin.slitherine.com/Account/ForgotPassword

Please also note that you should also always login (Slitherine, Matrix members and Matrix forum) using your Prussia username.


(in reply to Prussia)
Post #: 6
RE: Missing Support tickets - 8/12/2015 5:17:52 PM   
Prussia

 

Posts: 127
Joined: 11/14/2005
Status: offline 		Thank you Paulus:

Games purchased/registered are now displaying properly.

Contacting Slitherine Support per your instructions.

Thanks again.

(in reply to VPaulus)
Post #: 7
RE: Missing Support tickets - 8/12/2015 5:20:41 PM   
Prussia

 

Posts: 127
Joined: 11/14/2005
Status: offline 		Some quirks still: even though I changed password through the unified system, and logged in under Prussia, the forums are still displaying my initials, and showing "Logged in as: JCL". But if I click on Support it displays as "Prussia".

Thanks again.

(in reply to Prussia)
Post #: 8
RE: Missing Support tickets - 8/12/2015 6:10:01 PM   
VPaulus

 

Posts: 3630
Joined: 6/23/2011
From: Portugal
Status: offline
quote:

ORIGINAL: JCL

Some quirks still: even though I changed password through the unified system, and logged in under Prussia, the forums are still displaying my initials, and showing "Logged in as: JCL". But if I click on Support it displays as "Prussia".

Thanks again.


That's correct. In spite you login under Prussia in Matrix forum, the username displayed is the one with which you have originally registered your Matrix forum account.
Please note that before we had the Slitherine System Login (SSL) active, Matrix forum account was separated from the Matrix Members account. Only after we have created the SSL system, that users were able to merge their Slitherine/Matrix Members/Matrix forum accounts under the same login username and password.
So in spite you login under Prussia the name displayed on the forum will be the original one JCL.

I understand that this might sound confusing, but please understand that originally, Slitherine and Matrix, were two different companies. To make things worst, both forums and sites were developed in different programming languages. SSL implementation is the first step towards a unified system.

< Message edited by VPaulus -- 8/12/2015 7:11:44 PM >

(in reply to Prussia)
Post #: 9
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