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Connect to someone [message #150939]

Mon, 24 January 2022 21:00

rsbomar
Messages: 12
Registered: March 2020

Are you guys trying to intentionally make it impossible to get in touch with support? I can't login to the support site and there is no option when calling the support phone number to actually reach a person. And it's not because I don't know my password. I know my password but get the following when trying to

login. Forbidden
Invalid authenticity token

I even get that message when I try to reset my password.

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Re: Connect to someone [message #151217 is a reply to message #150939]

Mon, 07 March 2022 16:46

Reenaree
Messages: 1
Registered: March 2022

Is it conceivable that you're attempting to make it impossible to contact customer service on purpose? I am unable to log into the help site, and there is no opportunity to speak with a live person when contacting the support phone number. And it's not because I'm unable to remember my password. I know my password, but when I try to log in, I receive the following message.

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Re: Connect to someone [message #151224 is a reply to message #151217]

Tue, 08 March 2022 12:27

chrisc
Messages: 155
Registered: January 2022

Hi rsbomar and Reenaree,

Sorry to hear you have been having issues with our support portal, we definitely want you to contact us! The error you are receiving when trying to log in to the support portal is most likely a browser-specific issue. It is usually caused when third-party cookies are not allowed. To access the support portal, you can either enable third-party cookies or add an exception for our support sites *.gfi.com and *.kayako.com. Here are instructions on how to do this for Chrome and Firefox. Important for Chrome: remember to select the "Including third-party cookies on this site" option when adding the exceptions.

As for the phone number, it sounds like you may be using the escalations number. This is used to escalate existing support cases and will not connect you without an existing ticket number. Of course, you cannot have an existing ticket number if you cannot log in to the portal but the above instructions should fix that.

Please post back if you have any issues!

Chris Contorinis
Customer Care Specialist
GFI Software

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Re: Connect to someone [message #151226 is a reply to message #151224]

Tue, 08 March 2022 13:45

rsbomar
Messages: 12
Registered: March 2020

You guys should post a support phone number on your website that doesn't require an existing ticket. Since you guys run security software as well you should be aware of the fact that allow third-party cookies could be a security risk and some company's may not allow a user to change that setting. This is why there should be a phone number that we can use to start a support ticket as well as one to escalate a ticket.

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Re: Connect to someone [message #151242 is a reply to message #151226]

Wed, 09 March 2022 23:18

chrisc
Messages: 155
Registered: January 2022

I understand your frustration in this and it has been reported. The cookie functionality is something deeply embedded in the way the portal functions so it is hard to say when that may be amended. In the meantime, I can understand that restrictions may apply for settings like this, in which case adding an exception to our domains will solve the accessibility issue without compromising overall security. I admit that adding the exception can be a tedious process if, for example, users need to make a request to their IT department but it only needs to be done the one time.

Chris Contorinis
Customer Care Specialist
GFI Software

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Re: Connect to someone [message #151321 is a reply to message #150939]

Tue, 22 March 2022 12:01

RMaison
Messages: 17
Registered: February 2022

How about getting your product up-to-date as well. A lot of bugs in the old version you have online.
According to Kayako there have been 21 updates in the meantime.

[Updated on: Tue, 22 March 2022 13:47] by Moderator

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Re: Connect to someone [message #151322 is a reply to message #151321]

Tue, 22 March 2022 13:47

mzaidi
Messages: 120
Registered: April 2021

Thank you for the feedback, we've forwarded your request to the Infrastructure Team for review and further investigation.

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Re: Connect to someone [message #152702 is a reply to message #151226]

Sat, 17 September 2022 19:04

AdiAdamma
Messages: 2
Registered: January 2022
Location: New York

rsbomar wrote on Tue, 08 March 2022 13:45

You guys should post a support phone number on your website that doesn't require an existing ticket. Since you guys run security software as well you should be aware of the fact that allow third-party cookies could be a security risk and some company's may not allow a user to change that setting. This is why there should be a phone number that we can use to start a support ticket as well as one to escalate a ticket. weather radar live

I agree. This is a great idea and a perfect solution.

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