Cannot reply to existing threads?

[rdsmvp]

I guess with the new free licensing (i.e., 4SC FREE) we cannot post or even reply to our own, open, existing threads in the other forums. Can anyone confirm that?
Had a thread opened trying to find out why calls when set to go to my user always go to voicemail and people were replying/helping and I was replying with the screenshot/info asked and so on but now I cannot reply anymore.
Anyone could confirm if this is due to licensing changes (meaning the portal identifies you and the license you have and now does not allow you to continue working on previous threads)?

Thanks.

CR

 

[David1819]

I work for a 3CX Gold Partner. My responsibilities include managing hotel with 300 extensions and a multi-branch establishment with over 800 extensions. This week alone I have setup two companies on 3CX.

I started on the free version over a year ago before I worked where I am now. And I only use it for personal testing/sandbox it was very helpful in planning the migration to V20. I find this restriction a bit dispiriting.

 

[Natassia Allery]

I work for a 3CX Gold Partner. My responsibilities include managing hotel with 300 extensions and a multi-branch establishment with over 800 extensions. This week alone I have setup two companies on 3CX.

I started on the free version over a year ago before I worked where I am now. And I only use it for personal testing/sandbox it was very helpful in planning the migration to V20. I find this restriction a bit dispiriting.

Hi David,

Are you logged into the forum with your partner account user email, or another email you used to create a free/ trial key?

To appear as a partner you need to login with the email address linked to your 3CX Partner account.

 

[Natassia Allery]

I guess with the new free licensing (i.e., 4SC FREE) we cannot post or even reply to our own, open, existing threads in the other forums. Can anyone confirm that?
Had a thread opened trying to find out why calls when set to go to my user always go to voicemail and people were replying/helping and I was replying with the screenshot/info asked and so on but now I cannot reply anymore.
Anyone could confirm if this is due to licensing changes (meaning the portal identifies you and the license you have and now does not allow you to continue working on previous threads)?

Thanks.

CR

Hi,

All Free Users are limited to posting in this forum moving forward.

If you have a paid license you must login with the email under which your paid license was registered.

If you are a Partner, you must login with the email associated to your 3CX Partner Account.

 

[PaulF707]

@Natassia Allery - I have recently purchased 3CX through a partner. I assume this is the 'email under which your paid license was registered' that you mention above?

Mine is my partner's email address.
If this is correct, then am I to understand that I am not 'allowed' to participate in the 3CX 'paid license' forums even though I am a paying customer? I have to rely on my partner to get answers to issues?
This is a very frustrating limitation!

 

[Natassia Allery]

@Natassia Allery - I have recently purchased 3CX through a partner. I assume this is the 'email under which your paid license was registered' that you mention above?
View attachment 43443
Mine is my partner's email address.
If this is correct, then am I to understand that I am not 'allowed' to participate in the 3CX 'paid license' forums even though I am a paying customer? I have to rely on my partner to get answers to issues?
This is a very frustrating limitation!

Hi Paul,

The registered email address can be changed to your email address. The easiest way forward is to ask the partner to transfer ownership of the license to an email of your choice. Have you tried this?

Alternatively, if you have issues reaching the partner, 3CX can assist in the transfer of ownership of the key. We will need the FQDN of your 3CX System, the registered company name, plus an email with a domain that matches. It's an easy process it can be done within a working day.

I have already identified your paid key, let me know if you need our help.

Generally our Customer Service Team can assist with such issues via our contact form. https://www.3cx.com/contact-form/

 

[PaulF707]

Thank you for your prompt reply Natassia (I wish I could get such prompt replies to our other issues / questions!) - I am composing an email to our partners this morning regarding our outstanding issues, so I will ask about the implications of changing the license ownership.

 

[PaulF707]

@Natassia Allery - my reseller is not prepared to change the licence email because:

This is where we get notifications regarding firmware, DB maintenance, licence expiring notifications and any warnings from your instance sent to…….

my reseller also reached out to their 3CX contact about this and received this response:

he’s pretty firm on the forums being for installers and maintenance providers that have all gone through certification rather than customers due to control I think.

I find this frustrating, and I think a little short sighted. I read a post (that was from a 'Bronze Partner') relating to M365 synchronisation that was similar to a problem I found during implementation (and had worked out a solution). I had to send him a private message with my thoughts (because I am not 'qualified' to be on the main forums), and his response was:

Do you mind if I post your reply under my message? I really appreciate you sending me this. It could be a huge win for this client/prospect.

Your forum contains clear indications against each user as to what 'level' they are, so I cannot see any risk in allowing wider participation in the forums to promote idea sharing and assistance.

 

[bitn2]

This is where we get notifications regarding firmware, DB maintenance, licence expiring notifications and any warnings from your instance sent to…….

This is so wrong... All this stuff they get over there partner portal... The licence needs to be registered to an email from you, it is your licence! Firmware, db maintenace what? You wont get any of this stuff by email. Warnings, yes this is going by mail, but this is on you to inform your partner if there are any problems.

 

[Natassia Allery]

@Natassia Allery - my reseller is not prepared to change the licence email because:

This is where we get notifications regarding firmware, DB maintenance, licence expiring notifications and any warnings from your instance sent to…….

my reseller also reached out to their 3CX contact about this and received this response:

he’s pretty firm on the forums being for installers and maintenance providers that have all gone through certification rather than customers due to control I think.

I find this frustrating, and I think a little short sighted. I read a post (that was from a 'Bronze Partner') relating to M365 synchronisation that was similar to a problem I found during implementation (and had worked out a solution). I had to send him a private message with my thoughts (because I am not 'qualified' to be on the main forums), and his response was:

Do you mind if I post your reply under my message? I really appreciate you sending me this. It could be a huge win for this client/prospect.

Your forum contains clear indications against each user as to what 'level' they are, so I cannot see any risk in allowing wider participation in the forums to promote idea sharing and assistance.

Hi Paul,

As bitn2 (Gold Partner) mentioned above the information you were provided does not make sense.

If your license is registered in YOUR email, your assigned reseller will still receive notifications regarding the expiration and renewal of your license.

We will assist you in the transfer of your subscription to your email, which will enable you to access our other forums.

 

[Evolute IT]

@Natassia Allery - my reseller is not prepared to change the licence email because:

This is where we get notifications regarding firmware, DB maintenance, licence expiring notifications and any warnings from your instance sent to…….

my reseller also reached out to their 3CX contact about this and received this response:

he’s pretty firm on the forums being for installers and maintenance providers that have all gone through certification rather than customers due to control I think.

I find this frustrating, and I think a little short sighted. I read a post (that was from a 'Bronze Partner') relating to M365 synchronisation that was similar to a problem I found during implementation (and had worked out a solution). I had to send him a private message with my thoughts (because I am not 'qualified' to be on the main forums), and his response was:

Do you mind if I post your reply under my message? I really appreciate you sending me this. It could be a huge win for this client/prospect.

Your forum contains clear indications against each user as to what 'level' they are, so I cannot see any risk in allowing wider participation in the forums to promote idea sharing and assistance.

Change partner ASAP. They're holding you hostage for something you own.

 

[PaulF707]

Thanks all for your feedback. I have discussed this with our partner, and identified the implications of making this change. I am happy to accept responsibility for any alerts / warnings sent (as they will be sent to me and not my partner), and then can raise the necessary calls with them if relevant (i.e. if related to the hosting etc).
Their 'default' setup for most of their customers is to monitor and manage the notifications themselves (especially where the customer has limited technical resource / expertise onsite). We have agreed between us that our situation is different, and we will look at making this change.

I still think it is a little restrictive of 3CX to limit access to forum participation in this way. We will shortly be looking at some integration and API work, and I'm sure my developer would want to be able to discuss questions / issues on the forum as well (but I assume we'll have to share a single forum login).

 

[Natassia Allery]

Thanks all for your feedback. I have discussed this with our partner, and identified the implications of making this change. I am happy to accept responsibility for any alerts / warnings sent (as they will be sent to me and not my partner), and then can raise the necessary calls with them if relevant (i.e. if related to the hosting etc).
Their 'default' setup for most of their customers is to monitor and manage the notifications themselves (especially where the customer has limited technical resource / expertise onsite). We have agreed between us that our situation is different, and we will look at making this change.

I still think it is a little restrictive of 3CX to limit access to forum participation in this way. We will shortly be looking at some integration and API work, and I'm sure my developer would want to be able to discuss questions / issues on the forum as well (but I assume we'll have to share a single forum login).

Hi Paul

Glad to hear you resolved this with your reseller.

As a business, our priority is to focus on our paying customers. Free Customers can use our SMB Free, however if they need support they must self-service or contact a 3CX Partner. We cannot support free customers via our forums.