September 7, 2022 at 6:56 am #56743Diego CarranzaGuest
Hi, I ahve several days with one of my sites actually the only one in the account suspended, I had apremium membership, for the last 2 years, but i did not renew it this month when was due. I had 5 sites in my account, I deleted all but one, and is still suspended, I bought 5 licenses thinking it will solve the problem, but is still suspended with a message that free accounts can only have one instance (which is the case), and I also have 5 more instances available.
I tried to contact you but your contact information is very limited, this form only is available from the facebook page, not the Boldgrid portal.
Can you please help me I need my site available as soon as you can please.
BestSeptember 8, 2022 at 1:03 pm #56848
Thanks a lot for reaching out and I’m sorry to hear your having trouble with your BoldGrid Cloud WordPress instances.
Can you review your account please and let us know if you have the ability to deploy new Cloud Instances? When I’ve seen this issue it commonly effects sites that were added with your older subscription. Your available cloud instances will likely show 1/6 sites instead of 1/5 like you actually purchased. If you have a backup of the current Cloud WordPress instance you could try deploying a new instance and uploading the backup.
We can also try accessing your account and addressing the issue directly. You can reach out to Premium Support by clicking the Premium Support link towards the bottom of the BoldGrid Central help page to give us permission to do so.
I hope this helps! We’re right here if you have any other questions for us.September 19, 2022 at 2:18 pm #58188Diego CarranzaGuest
Thanks for the response, I will need you to fix it in my account as it is the only copy I have.
I can’t use the premium support button you suggest. When i clicked it tells me to buy a subscription. This was the only way for me to contact you.
Anyway, if you could please unlock or reactivate the site from your backend, it will fix my problem.
Thanks a lot.September 19, 2022 at 2:23 pm #58459
Are you able to log into your BoldGrid Central account at all? As long as you can access your account you’ll have the ability to optionally click the premium support link in the help section.
I wish I could do more for you here but we are limited because this forum is public facing and suited for technical solutions opposed to billing.
This guide should help you access your BoldGrid Central account if you’re still having problems.
I hope this helps Diego.September 20, 2022 at 9:13 am #58463Diego carranzaGuest
Hi again. The thing is if I click the premium support I wll habe to buy a premium
Key for a year at least 60 usd. It is insane i have been a premium member for 2 years, and I dont think Is fare to pay to get solution for a bug of the platform. This is why I look for support this way cause is the only way bold gris provides
To users. I am really pist off, I habe been ver patient looking
For support. Please do whatever you meed to do, but I am entitled to have a solution.September 20, 2022 at 10:34 am #58476Diego CarranzaGuest
Hi, I can login to my account, but the premium support is only available to us4ers with a premium subscription (which I’m not at this moment, but I am a paying customer cause I bought instances). So it is useless, the only options available are the public forums, this is very frustrating because I have been a premium member for the last 2 years, And the problem I am having is not a billing issue, it is a technical one, it is a bug in your platform, because in the account there are enough available instances, so your system should unlock the suspended one automatically. And in any case the problem is related to my previous premium license.
Your forum is the only means of contact provided by Bold Grid for support, so I think you should be able to resolve the issue. I believe I am entitled to get support and have the problem solved. I don’t know what else I can do from my end. Please check what you can do from yours.September 20, 2022 at 11:15 am #58571
Thanks for you patience, I think we’ve managed to restore the account for you. You should be able to login to your previous cloud instance as of now. We’ve also migrated everything over to a new cloud instance for you as well, just to give you some options.
In the future, if you need assistance in a non public facing forum you can reach out to us directly at email@example.com.
I hope this resolves your issue Diego. Please let us know if there’s anything else that we can help you with.September 21, 2022 at 7:18 am #58609Diego CarranzaGuest
Great Brandon, I can access my site now.
Thanks a lot for the help.
Best.September 21, 2022 at 6:32 pm #58736
Most certainly welcome Diego! Please don’t hesitate to reach back out if you run into anymore trouble.
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