Support

Dear Patrick,

You have filed 5 support requests which were all addressed promptly and in a professional manner. Let me recapitulate your tickets for you.

#22071 "redirection". You made a mistake, putting the two URLs in the wrong field. Our support told you how to fix it and also gave you a link to the documentation which clearly describes what you need to do. You never bothered to reply back and the ticket was auto-closed 15 days later.

#22099 "superuser creation". You had enabled an option whose description tells you that it disallows creating or editing user with Super User privileges. Our support told you that. You never bothered to reply back and the ticket was auto-closed 15 days later.

#22200 "jchoptimize". You reported a problem with something called "jchoptimize" without giving any details. Our support gave you the step by step instructions you should follow to get the additional information we required to help you. You never bothered to reply back and the ticket was auto-closed 15 days later.

Have you spotted a pattern? We didn't rush to close your tickets like you accused us. The tickets were closed after 15 days of not receiving a reply from you. In other words, the tickets were closed because of your actions, not ours.

#22447 "secret url". You are reporting an issue nobody else has reported and none of us (three people in 20 different development, testing and live sites) can reproduce. We asked you for the login information to your site to help you. You declined our offer to help. We did give you the link to the relevant documentation page and we told you AGAIN that the only way to help you was to let us log in to your site. You still refused and your ticket got closed per our Support Policy which is part of our Terms of Service to which you agreed.

#22528 "still secret url". Then you changed your mind and gave us the login details we requested in #22447. You had made a mistake by specifying a secret URL parameter with illegal characters, despite our documentation stating which characters are acceptable. You fixed that but you reported an error. This ticket is still open because you have removed our login access. You told us that you fixed the access issue on Friday, 19:02pm our time. Unfortunately the developer who's handling your ticket –because the alleged issue cannot be possibly handled by entry level support staff– only works Monday to Friday 10:00 to 19:00. He'll get back to your ticket on Monday morning.

So, out of your five tickets we have:

• 3 tickets which got automatically closed since you did not reply to them in 15 days.
• 2 tickets which are actually one issue. The only reason that this ticket is still open is that you have still not provided the correct information we have repeatedly requested.

Speaking of which, the login URL to your site is still giving a 403. Most likely you still have an IP block. The only way to let us work around that is having FTP access to your site. However, the FTP connection information you provided is completely wrong. The URL https://fengel.fr.planethoster.net:2083/logout/?locale=fr is your cPanel URL, not the FTP hostname. And the supposedly valid FTP username and password you provided is also wrong. They don't let us login in, neither with FTP nor with cPanel. You have still locked us out of your site. We told you two times already to make sure that you have tested the login information from a different computer. You have still not done that and still insist that your obviously wrong connection information is valid. Well, just try it from a different computer and Internet connection! This is the reason you are experiencing a delay: you have STILL not given us the correct login information we have repeatedly asked for.

Your site is DEFINITELY NOT "being hacked". You have shut down login for every IP other than yours, including ours. Not to mention that every other protection in Admin Tools is perfectly working on your site. Your site is protected.

Please read our documentation. You still have no clue what Admin Tools does to protect your site and what is the relative importance of each security feature. Don't tell me you've already read the documentation. You have not. I've read your tickets carefully and it's glaringly obvious. I'll give you a hint: the Secret URL Parameter is irrelevant when you've IP-blocked the site's administrator like you seem to have apparently done.

I am closing this ticket. I'll even pretend you never filed it. Get your connection information sorted out and provide it to us on Monday morning so that we can finally help you. And from now on please DO reply promptly to our inquiries and DO provide correct information when requested. If you don't then at least have the courtesy of not blaming us for the delays YOU are causing.