Phosphor Media Easy Account Problems

[InvincibleRecordings]

My Phosphor Media Easy Account stopped working properly and even though its subscription based I cannot get anyone to fix it. Its been down for weeks and is seriously undermining my site sales. Is this normal? I would think support is included with subscription based MIVA programs. I hate to even bring this up here as I love Bruce and all the help he has done over the years but this present issue has me under the bus so to speak.

[oliverands]

Have you tried emailing directly? In my case, I discovered that the support link in the module itself is not sending the message to them from within Miva. Once I emailed directly, I got a response quickly.

[InvincibleRecordings]

Have you tried emailing directly? In my case, I discovered that the support link in the module itself is not sending the message to them from within Miva. Once I emailed directly, I got a response quickly.

I have been sending messages through the module mostly. I just sent another message via creating a support ticket on the Phosphor Media site. Keeping fingers crossed everything is OK over there.

[Rick Wilson]

I talked to Bruce earlier, I'm positive everything is ok at Phospher, I don't recall ever seeing another forum post like this about them ever

[ids]

I have an idea about why the support emails aren't being sent from the module. I've run into this a few times and was able to suggest or supply a remedy. Question for Todd and InvincibleRecordings. Do you use internal email servers or external email servers such as GSuite?

Scott

[InvincibleRecordings]

I might have internal email as I have no idea what GStuite is. Phosphor Media got in contact with me this morning - thanks! Seems that the Easy Account problem may be fixed after they had me do some kind of reset. So far it seems good.

[ids]

GSuite is the business Google solution for Gmail. Might be called something different these days. (Google likes to morph the names of their services)

If you're still using email from your Miva account (internal), my suggestion probably won't apply.

Scott

[oliverands]

I use an internal email server.

[InvincibleRecordings]

I may have found a bug in the software that is creating the problem I was having. I was testing the pop-up if your not logged in to see if it asks if you want to create an account. If I use my real email address that was already used for my customer ID in MIVA the pop-up does not ask if you want to create an account which makes sense as you already have an account. BUT - it does not log you in so the sale happens but it is not posted to your account. This makes the sale rather broken to the customer as it is not tracked in their account. I would think that if you use a customer MIVA known email address without a password something would happen to allow you to put in your password at that point and the sale would be properly posted to MIVA and the customer.

This problem is compounded as when the module was installed the log-in was removed from the menu bar at the top. So a customer coming back is seemingly screwed.

[Bruce - PhosphorMedia]

There is a remember me function in the module (see documentation). But it requires additional markup and is not turned on by default. Also, we'd never recommend removing the built in functions to create an account as there are many cases where you'd want customers to create or login to an account without making a purchase.

[InvincibleRecordings]

Bruce thanks for getting back. It's above my MIVA understanding to change important customer things like "Create a New Account" but maybe I did it in my sleep. I remember leaving this to your team but who knows how things got to where they are. I am including an image here of our home page and I see no way for someone to Create an Account.

[Bruce - PhosphorMedia]

someone made a change. there should be a 'Register' option under the Sign In button.

[InvincibleRecordings]

I put in a ticket to MIVA and it was fixed. Great you are MIVA support and also thanks to Bruce for your insights. Here is the diagnosis from MIVA:

I figured it out. The Register button is now displaying when you click Sign In.

The following lines in the global header were commented out which prevented the Register button from displaying -- http://puu.sh/HPBMR/22ee81d2c9.png

Regards,

Guillermo Mariscal
Support Technician II | Miva, Inc.