No response from Customer Support?

Bart Popenoe shared this problem 3 years ago
Solved

My company purchased a license but I'm not able to login to my user account. Three days trying to contact Customer Support and I have yet to receive a response. I've checked my spam folder, whitelisted the justinmind.com domain... nothing. It's kind of frustrating.

Comments (22)

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Hi Bart,


We have replied to your messages on our support portal. Have you received our latest messages?


Best,


Danielle

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Yes, I received JustInMind's response Friday afternoon. Unfortunately I'm still not able to login to my account.

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I researched and recommended that my company purchase Just In Mind as a prototyping tool last year after a downloading a trial version of the software. Because my email was associated with the trial software I've been unable to access my account in order to share prototypes for close to an entire year that we've owned the software... other than personally demonstrating prototypes on my laptop in meetings. (Error message: Your trial has expired)


I've made two efforts over the past year to resolve this situation with JustInMind's customer support but the response has been close to non-existent. The average response time during our email conversations has been 1-2 business days per message, the issue has not been resolved, there's no support number to call, my requests for a phone conversation to fix our account have gone unanswered. Frustrated customer!

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For the record, I opened the ticket on Wednesday.

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I received another auto-generated email verification link today but it continues to direct me to a login page which tells me that my “trial period has expired”. I thought that there might be an issue with cookies or cached information on my computer so I tried following the link from a computer that has never been to the JustInMind website. Same result: A login screen with error message “Your trial period has expired.”


Can’t you guys just delete my trial account so that my email can be associated with our purchased software? I’ve spent a week working on this latest effort to have JustInMind correct the problem and in the meantime I can’t share prototypes with my team.

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Hi,


You should have received a new activation email. We had also deleted the trial account. Please, let us know if you are still facing problems with this. We haven't received any notices since then,


Sorry for any inconvenience.


Best,


Sonia Durán

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Thank you Sonia, I now have access to my JustInMind account.

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Hi,I am trying to contact you from yesterday.I have sent you mail.But didn't receive any reply from you.My laptop Date/Time settings got changed,so that my account got blocked and shows that it got expired.But still 20 more days are there to get expired.Kindly help me to login my account.

Thanks

Jegan

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Hi there,

Your account has been reset. Can you try to log in again?

Best

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Hi Sonia,

My account is working now..Thanks for your timely support..

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Oh my goodness. Sorry about that. Can't you connect to the Justinmind product or to the support portal? Any error messages showing up when you try to connect?

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Hey Victor,

It is connecting now, your team mate sonia helped me out and the problem was with my date and time which made to block my account. JIM is a great tool for prototyping Thanks for such a wonderful product.

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Happy to hear that! Let us know if you have any other issues in the future.

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Hi,

Shared prototype is not opening.Its showing 404 error.Kindly help me soon.

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Dear Jegan221724,


There was a bug but it has already been solved. Kindly let me know how it goes.


Best,

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Ya,Now its working.Thank You.

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Hi Team,


I have few queries regarding the subscription

1.My Subscription for justinmind is till June 20,2018.If I cancel my subscription now,will I be able to use justinmind only for today or till June 20,2018?.

2.How can I change my credit card for the upcoming subscription.Is there any way to change my account details?

Kindly help me out.

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Hi there,

I have replied you through the Customer Support Portal.


Best,

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Hi,

Getting problem while saving the prototype.Automatically prototype is getting shared in my account.Solve the issue as soon as possible

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Dear Jegan,

Can you describe the steps you are following when trying to save the prototype?

Best,

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Hi,

When I am trying to open a file it shows "Error".Kindly help me soon.Its an important file..Please find the attachment.


Thanks and Regards

Ayisha

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We're working with you in the customer support portal.

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