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We don’t have a company Stripe account so I am unable to log in and change anything. You guys process payment through Stripe, but we don’t have an account. How can I get the email address changed for what is being billed from WPDM through Stripe?
We have had this issue with another plugin before and the plugin support had to fix it for us. It is a reporting issue within the plugin side of the account that customers cannot access.
Yes, all email addresses are updated on our WPDM profile. I thought we had this fixed, but we are still getting expiry notifications and invoices from Stripe (W3 Eden, Inc) to an old email address. Can you please update our account?
Our credit card on file on WPDM is correct too, but something is wrong with Stripe as it keeps trying to use an old card. I update both email address and credit card when these notifications get forwarded to me, but they don’t seem to stick. We need to get this fixed. Our CMO keeps getting these emails and they get lost…they need to come to me.
Thanks for checking. I’m not sure if we want to pay for customization right now. Is there a way to submit feature requests?
Thanks, Tahasin. I have confirmed it is working and checked with the teammate who reported the issue and we confirmed user error. All is good!
Thanks, Nayeem.
Nayeem, I understand. I updated the billing email months ago but that is not where the emails are going related to our billing. They are going to the email address listed in the username field which should not be the individual receiving any of our emails.
Our username field was set up with an email address when our account was created. For some reason that email address is where the credit card related emails are going even though my email is set up in the email field. I need to be getting all emails or they get lost. I get notified of responses here to my email address, but the credit card and plugin renewal emails are going to the email address that is listed in our username field.
I have changed the email, but our account related emails (credit card notifications, etc.) are still going to the email in the username field. Is there anything that can be done to change where those emails are sending? I can’t have them continue to go to the email address that is our account username.
The profile info you provided: https://www.wpdownloadmanager.com/user-dashboard/?udb_page=edit-profile. The username is locked down and that is where email notifications about plugin renewals and payment seem to be going.
I have changed the email address there, but it won’t let me change the email address in the username field. It seems email notifications are going to the username email, not the email field.
Hi there…we officially have FIXED this issue. Just so you are aware, WP Engine added a skip rule to skip Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/89.0.4389.82 Safari/537.36 Edg/89.0.774.48 from getting blocked by Cloudflare. If you have any other customers on WPE facing this issue, this should be the answer. Thanks for your help on this and sticking with us along the way. You rock!
Thank you, Tahasin!
We were able to solve the issue on our Dev environment by bypassing Cloudflare on our hosting environment. This old thread explains issues between Microsoft’s view.officeapps.live.com and Cloudflare: https://community.cloudflare.com/t/issue-with-office-web-viewer/142970
Our Technical Account Manager at WP Engine has not come across this before but suggested we come to you with questions to see what on our platform could cause the issue. From what he thinks and with it being a specific file type, there may just need to be an Nginx rule put in on our side to allow for it but that your devs should know what that rule should be. He mentioned it could be something as simple as a MIME type needing to be enabled in WordPress or Content-Type headers.
https://wpengine.com/support/mime-types-wordpress/
Thank you for the update, Tahasin. I will continue to press WP Engine.
Hi Tahasin, just checking that you were able to access the site. Anything else I can provide you at this time?