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Holly Lisle's Help Desk  -  Support for:

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Gather your information

If you need help with a class, book, or product, make sure you have:


  • Your current email address, PayPal email address if different and any old emails you’ve used on my sites that you remember

  • Your receipt(s) (if applicable)

  • A concise description of the problem you’re having

  • Link to the page where you had the problem (if applicable)

  • Screenshot of the problem (if applicable)

Create your ticket

Creating your ticket is simple:

  • Enter your email address carefully: The single biggest reason help desk users don’t receive a reply from us is they mis-type their email address. PLEASE double-check your email address before submitting your ticket.

  • Type your message, including links, screenshots, and receipts as applicable.

  • Save your Ticket ID (partial ID shown below)

Ticket Follow-Up

We’ll reply to your ticket via email using the address you provided when we start work on your ticket. 

Please watch your email, and follow the link in it to add any further information.

You can view your existing ticket at any time using the link below on the right. You’ll need your Ticket ID to do this.

We answer tickets Monday through Friday, in the order in which we receive them. Please only create one ticket.

Because of issues with spammers, you must reply to your ticket DIRECTLY, by logging into the Help Desk. Replies you send via email are automatically discarded by the system.

If you reply to your ticket via email, we will not receive your reply.

 

 

Knowledgebase
Holly Lisle's Help Desk: Student and Reader Support > Help Desk > Knowledgebase

Search help:


Site Upgrade Troubleshooting List

Solution

START BY TRYING TO LOGIN: https://howtothinksideways.com/login/ (link opens in new window)

  1. First, get a temporary password:

    https://howtothinksideways.com/forgot-password/

    WHY? Because your old password was secure, meaning not even we could access it. So your password DID NOT GO into the new software.


  2. In the temporary password field, try every username and email address you have ever had (including PayPal addresses).

    WHY? Because the database process to EVERY email address you've ever used on ANY of my sites and created a new account with it. We cleaned up as many as we could find, but odds are enormous that you have more than one account, and that your purchases are ATTACHED to more than one account.

  3. If the email that seems to work for you is one you no longer have, create a support ticket here: http://novelwritingschool.com/support/

    WHY? Because I can go into your account and FIX your email address for you. Then you can log in and correct your username and anything else that may have gone wrong.


  4. If no email works for you, create a support ticket here, too. Some accounts are not reachable by the new login, but sometimes I can retrieve classes, forum posts, or a favorite username from them.

FINALLY, ONCE YOU'RE IN CLASS:

  • Check to see that you have all your classes. If you don't, create a support ticket here.

    WHY? So I can put them into your classroom for you. Get out your receipts for your missing classes and paste them into your ticket.

-- Holly

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Article details
Article ID: 44
Category: Knowledgebase
Date added: 2013-10-25 00:36:08
Views: 2793

 
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