• It is pretty sad how the quality of support from Kubio is worse than what you would find at a McDonald’s. For one, the documentation page and website give you very vague, if any, instruction on how to access your account to obtain your Pro license key. For some reason, I am unable to access the account I signed up with because my login credentials are wrong, but it won’t send me an email to reset the password. Yes, I have tried the few different email addresses that would have been used to signup. Second, how am I supposed to even login from the Kubio website if there is no option to login unless I click the hyperlink labeled “My plans” in the plugin, under the Upgrade to Pro tab? Third, I did submit a support ticket to try and get some assistance, but have yet to hear back from them and we are approaching 12 hours since the ticket was submitted, when the form itself states a response is expected within a couple hours. I am not trying to be a Karen and complain about everything but the headache this has caused, along with the fact it has held me up from finishing my website by the preset deadline, gives good reasoning for this bad review. I am half tempted at this point to take a refund and go elsewhere with it for a better user experience. Fix these issues Kubio.

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  • Plugin Support crisanbogdan

    (@crisanbogdan)

    Hello @trollsec,

    Firstly, I would like to thank you for reaching out to us with your concerns. I want to let you know that we have responded to your support inquiry via email.

    Below, you will find our responses to the issues you have raised:

    1. Here is a link to an article from our documentation that details how to use your license key on your website. You can find your license key either on our platform or in my email.
    https://kubiobuilder.com/documentation/upgrade-from-kubio-free-to-kubio-pro

    2. Due to an issue on our end, automated emails, such as the confirmation email or the password reset email, were not being sent. This issue has now been resolved, so you can rest assured that you will be able to reset your password as expected.

    3. You can log into our platform using the link below. Please make sure to use the email address associated with your purchase.
    https://cloud.kubiobuilder.com/

    4. Our response window for emails is one business day, and our working hours are Monday to Friday, 9 AM – 6 PM GMT+2. As for the estimate of receiving a response within a couple of hours, this is automatically calculated by our ticketing system.

    Thank you for your understanding. Should you require any further assistance be sure to let us know.

    Hi @trollsec,

    Please accept my sincere appologies for the bad experiece you’re having with Kubio.

    Yesterday, we had some problems with our automated email system and some of the emails regarding new orders and license details were not sent. We fixed it but some clients did not get the emails.

    You are completely right. I don’t know how we could miss the fact that we don’t have a login button on the website. We’re fixing that as we speak. We’ll also revise our documentation. I guess nobody pointed it out because all the license information is in the confirmation email. But when the email fails, it becomes a problem.

    I’m sorry for the delay caused by these issues. I would like to offer you a screen sharing session with one of our support engineers so they can help you finish your website faster. If you think that would be helpful, please let me know and we’ll set it up.

    I apologise again for the inconvenient caused by these issues and I really hope you will give Kubio another chance.

    Best regards,
    Horea Radu

    Co-founder and CEO @ Kubio

Viewing 2 replies - 1 through 2 (of 2 total)
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