tnash

Just to mention the phone number hasn't been removed from our site (though we did change it in October) though it has always been for pre sales and a separate dedicated support number for enterprise customers. While in the past customers have tried to use the number to get phone support we tend to politely point them elsewhere, as such and given we have numerous contact methods we have made it less prominent but it is still there just not on every page. Interesting the number of presales calls has not gone down, but the number of support calls has, and we have had a large increase in live chats.

Also just to correct the forums are not down for maintenance exactly, we just enabled maintenance mode, their is a explanation in the box with a link to blog post detailing the issue (which as I have less then 30 posts it won't let me post here) but for those interested it's the latest post on the blog (at least for the next couple of hours)

For the benefit of everyone else, who has not been following our 5 page threads (especially as our forums are down, so you can't see it!) and emails the issue which is effecting several customers is we make use of the extra data field to pass information about the package (subscription) the user is on through Zombaio. Your Members needs this information to determine what to do with the user. In some cases this information is not passed back, normally it's when the user log's in or interacts with Zombaio more then plonking in card details, initially we thought this was just related to cascade billing issues and then if different login details were used but it seems more widespread and while a couple of months ago only one user had issues it now seems more and more users are being caught up in it. This is also not just effecting YM sites but a couple of our competitors as well and appears to have started with the launch of the postback URL changes.

We have also just put out a possible "hack" which relies on us looking at duration and price, that in some situations might work as a fix (We have literally sent the email to known Zombaio customers, so have no feedback yet on the results)

Ultimately if we cannot fix the issue, we will have no choice but to drop Zombaio not something we want to do, in such a scenario we need to find a suitable replacement and are in discussions with several gateways about how to handle migrations if we were to recommend people support them. Putting in alternatives however takes time and any time you have to deal with other companies it naturally leads to delays. YM12.2 should see Epoch support for the first time, and if it's out of beta VXSBill implementation (though we have reservations about putting another membership platform solution, given the issues we have had recently with both CCBill and Zombaio) unfortunately for those following this thread will know we had issues just getting someone to talk to us at Verotel and that remains the case.

Unfortunately switching Membership platforms is not simple as it should be, something we recognise and while we make data portability a priority it's still a pig for any reoccurring payments to migrate across.

For those who did want to migrate from any system, ironically Zombaio would be one of the easiest to do as the package data is stored on Zombaio as well as the membership site. However given the issues above, the only real guaranteed system to work 100% with Zombaio currently is Zombaio own membership software or a system built specifically for Zombaio such as wp-zombaio for WordPress (written by an ex YM staffer, while he was working on Your Members) Software like this will work brilliantly on small paying sites it obviously lacks the features of YM but was built specifically for Zombaio for those people who just need the very basics as it simply replicates their CGI-Script.

Finally for those who are having issues with Your Members and Zombaio the way to get help is via [email protected]