Luminous Landscape Forum

Site & Board Matters => About This Site => Topic started by: Bob_B on December 04, 2018, 09:58:23 am

Title: Any one else having subscription problems?
Post by: Bob_B on December 04, 2018, 09:58:23 am
Just wondering if there's a problem with subscriptions to LuLa? I renewed (or I should say I attempted to renew) my subscription the day after it lapsed. While my card was charged the subscription fee, my subscription has not renewed. This is only six days ago, I suppose the admin staff have a backlog or something like that. I've written emails to the admin to get things resolved, but haven't heard back, hence my post.

Any one else?

Best,
     Bob
Title: Re: Any one else having subscription problems?
Post by: Martin Kristiansen on December 04, 2018, 11:43:41 am
I am unable to renew. Card changed and I have tried to update but Iím stuck in a loop. I updated my card details, tried to update my subscription. It send me back to update card details. Contacted admin and received an automated reply telling me I would be contacted. Four days and it hasnít happened.
Title: Re: Any one else having subscription problems?
Post by: James Clark on December 04, 2018, 12:12:30 pm
Ha this issue last year.   It eventually "took" but now I am constantly told that there is a problem with one of my subscriptions, and I appear to have duplicate subs, one active and one a "problem"

Title: Re: Any one else having subscription problems?
Post by: FranciscoDisilvestro on December 04, 2018, 01:44:15 pm
Just wondering if there's a problem with subscriptions to LuLa? I renewed (or I should say I attempted to renew) my subscription the day after it lapsed. While my card was charged the subscription fee, my subscription has not renewed. This is only six days ago, I suppose the admin staff have a backlog or something like that. I've written emails to the admin to get things resolved, but haven't heard back, hence my post.

Any one else?

Best,
     Bob

Same here
Title: Re: Any one else having subscription problems?
Post by: Bob_B on December 04, 2018, 04:26:15 pm
Apologies to any and all for putting this post in the wrong forum, and thanks to Jeremy for moving it to "About this site". Also, while I'm sorry to hear about others with similar subscription issues, it is good to know that I'm not alone. - Bob
Title: Re: Any one else having subscription problems?
Post by: RSL on December 05, 2018, 10:38:08 am
Sounds like a continuing problem, Bob. I just got a notice that my "transaction failed," even though I haven't made any changes since the last billing cycle. The notice tells me to "update my payment details" and retry the transaction. There doesn't seem to be any way to update my payment details, so I guess I'm on my way out from LuLa. There's been a problem with this kind of thing ever since LuLa started charging for access.
Title: Re: Any one else having subscription problems?
Post by: Bob_B on December 05, 2018, 11:25:07 am
Thanks Russ. You know, what bothers me the most is that I've send a half dozen or more emails (and messages thru LuLa) without a single response from the administrators of the site. I know everyone is busy, but... Just a simple reply acknowledging receipt of one would be enough for now. Anyway, it seems there's little I can do, except wait and hope things resolve. $12.00 isn't a big deal, but the principle underlying the interaction is.
Title: Re: Any one else having subscription problems?
Post by: Martin Kristiansen on December 05, 2018, 12:41:43 pm
I have also not had a response to my ticket other than the automated reply. Five or six days now.
Title: Re: Any one else having subscription problems?
Post by: David S on December 05, 2018, 03:30:15 pm
I had no issues with renewal but would point out the $1 is in US funds and ended up costing me $18.xx Canadian.

Just to note.

Dave S
Title: Re: Any one else having subscription problems?
Post by: Arlen on December 05, 2018, 05:16:01 pm
I renewed on Nov. 30 and got an emailed receipt, but when I log in now, I can't read the main page articles and it tells me to subscribe to read them.
Title: Re: Any one else having subscription problems?
Post by: Alan Goldhammer on December 05, 2018, 05:16:44 pm
No issues here.  Got the advance notice of renewal and then on the renewal date a note that my card had been charged.
Title: Re: Any one else having subscription problems?
Post by: Bob_B on December 06, 2018, 08:03:21 am
I renewed on Nov. 30 and got an emailed receipt, but when I log in now, I can't read the main page articles and it tells me to subscribe to read them.

Same here.
Title: Re: Any one else having subscription problems?
Post by: FranciscoDisilvestro on December 07, 2018, 04:17:19 pm
After so many days without any response to support request or to this thread about the subscription issue, I start wondering if there is anything wrong with the Lula team.

I have been participating in Lula for many years, and even if I don't know them personally, the people behind it seem to me as very nice and trustworthy, so I rule out thinking that they could't care less of subscribers.
Title: Re: Any one else having subscription problems?
Post by: Arlen on December 07, 2018, 10:01:37 pm
I'm hoping all is OK and that they return soon. I've been waiting to get back in and review some of the older printing videos.
Title: Re: Any one else having subscription problems?
Post by: Bob_B on December 08, 2018, 07:46:04 am
After so many days without any response to support request or to this thread about the subscription issue, I start wondering if there is anything wrong with the Lula team.

I have been participating in Lula for many years, and even if I don't know them personally, the people behind it seem to me as very nice and trustworthy, so I rule out thinking that they could't care less of subscribers.

I'm told there have been changes in administration of LuLa, but that's all I know.
Title: Re: Any one else having subscription problems?
Post by: irene.cortes on December 08, 2018, 10:04:02 am
Hi All,

We are very sorry for the inconvenience. We are restructuring our administration and backend so that these issues don't routinely arise - for some every year!

We want to get your subscriptions up and running so please do drop us a line on the help desk or shoot me an email if you're still not getting in. We will resolve it ASAP.

Thank you for your continued support!
Title: Re: Any one else having subscription problems?
Post by: Arlen on December 08, 2018, 10:40:47 am
Irene, I don't see your email address listed in your profile, so I sent you a personal message from there.
Title: Re: Any one else having subscription problems?
Post by: Eric Myrvaagnes on December 08, 2018, 12:31:36 pm
Irene, I don't see your email address listed in your profile, so I sent you a personal message from there.
Arlen and others:
If you click on the envelope ikon just below Irene's name, you can send her an email.

(It's the middle of the three ikons.)
Title: Re: Any one else having subscription problems?
Post by: Arlen on December 08, 2018, 01:37:02 pm
Thanks Eric, but Irene quickly responded to my personal message and fixed my problem. All is well for me now.
Title: Re: Any one else having subscription problems?
Post by: irene.cortes on December 08, 2018, 07:33:30 pm
I have also not had a response to my ticket other than the automated reply. Five or six days now.


I'm so sorry for the delay, Martin. We've been in a reorg and our help desk has backed up. Please let me know if you still have any issues, as I believe we have responded to all of our outstanding tickets by now.
Title: Re: Any one else having subscription problems?
Post by: irene.cortes on December 08, 2018, 07:39:10 pm
I am unable to renew. Card changed and I have tried to update but Iím stuck in a loop. I updated my card details, tried to update my subscription. It send me back to update card details. Contacted admin and received an automated reply telling me I would be contacted. Four days and it hasnít happened.

Hi Martin,

I've corrected the issue and your subscription has been accounted. Thank you for your continued support and many apologies again for you the delay.

Best,
Irene
Title: Re: Any one else having subscription problems?
Post by: irene.cortes on December 08, 2018, 07:47:59 pm
After so many days without any response to support request or to this thread about the subscription issue, I start wondering if there is anything wrong with the Lula team.

I have been participating in Lula for many years, and even if I don't know them personally, the people behind it seem to me as very nice and trustworthy, so I rule out thinking that they could't care less of subscribers.

Hi Francisco,

Thank you for your patience. We are under a reorg of our entire administration and as a consequence, our help desk has been backed up.

I've cleared up the issue with your subscription so you should be good to go.

Best,
Irene
Title: Re: Any one else having subscription problems?
Post by: irene.cortes on December 08, 2018, 07:52:30 pm
Sounds like a continuing problem, Bob. I just got a notice that my "transaction failed," even though I haven't made any changes since the last billing cycle. The notice tells me to "update my payment details" and retry the transaction. There doesn't seem to be any way to update my payment details, so I guess I'm on my way out from LuLa. There's been a problem with this kind of thing ever since LuLa started charging for access.

Hi Russ,

Very sorry for the delay. If you go to our Home page, you'll find the "Account" button in the upper right hand corner. As long as you are logged into the site you will be able to access your account to change your c/c info. Around this time there is an influx of c/c expiring.

Let me know if you have any issues with that. I'm here to help.

Best,
Irene
Title: Re: Any one else having subscription problems?
Post by: Dladymon on December 08, 2018, 09:22:03 pm
Irene, your comments about the re-org seems to imply there is more to the story here.  I see no messages from Kevin or Chris.  Can someone provide more detail as to what is happening?
Title: Re: Any one else having subscription problems?
Post by: FranciscoDisilvestro on December 08, 2018, 10:55:07 pm
Hi Francisco,

Thank you for your patience. We are under a reorg of our entire administration and as a consequence, our help desk has been backed up.

I've cleared up the issue with your subscription so you should be good to go.

Best,
Irene

Thanks Irene, It is working fine now.
Title: Re: Any one else having subscription problems?
Post by: Martin Kristiansen on December 09, 2018, 01:25:50 am

I'm so sorry for the delay, Martin. We've been in a reorg and our help desk has backed up. Please let me know if you still have any issues, as I believe we have responded to all of our outstanding tickets by now.

Woke up this morning to find it all sorted. Thank you very much. Your efforts are appreciated.
Title: Re: Any one else having subscription problems?
Post by: Bob_B on December 09, 2018, 07:54:38 am
Woke up this morning to find it all sorted. Thank you very much. Your efforts are appreciated.

My subscription has been corrected also. Thank you, Irene.
Title: Re: Any one else having subscription problems?
Post by: Telecaster on December 10, 2018, 04:13:46 pm
I'll add myself to the list. LuLa wants me to subscribe, and is graying out articles past the first few paragraphs, yet it also billed me for my yearly subscription on Dec. 1.

-Dave-
Title: Re: Any one else having subscription problems?
Post by: Bob_B on December 10, 2018, 05:22:56 pm
Telecaster: Try contacting Irene Cortes (see previous posts). I think she will be able to help you.
Title: Re: Any one else having subscription problems?
Post by: irene.cortes on December 19, 2018, 09:15:41 am
I'll add myself to the list. LuLa wants me to subscribe, and is graying out articles past the first few paragraphs, yet it also billed me for my yearly subscription on Dec. 1.

-Dave-

Hi Dave,

I've checked in on your subscription and you're all good to go. So sorry that you were having trouble earlier. Please do let me know if you ever have any other issues by connecting with our Help Desk.

Happy Holidays from us at LuLa,
Irene
Title: Re: Any one else having subscription problems?
Post by: Telecaster on December 19, 2018, 04:12:03 pm
Hi Dave,

I've checked in on your subscription and you're all good to go. So sorry that you were having trouble earlier. Please do let me know if you ever have any other issues by connecting with our Help Desk.

Happy Holidays from us at LuLa,
Irene

Irene, I'm afraid the issue hasn't yet been fixed. When I click on an article link, LuLa keeps prompting me to log in despite me being already logged in. I'll report this to the Help Desk too.

Edit: when I went to the Help Desk to report my issue I was prompted to log in once again, yet when I did so LuLa told me my password was invalid. So it seems different parts of LuLa contain different info regarding my account. Anyway I guess I can't report the issue to the Help Desk until the issue is resolved!  ;D  :o

-Dave-