I have been a JomSocial customer for several years, when I first signed-up with JomSocial, I listed our primary domain as the primary domain to receive support. At the time, I was informed in a pre-sales question that support would be provided to a sub-domain, as long as it was under the primary domain listed and it was only 1 site that was needing support.

The site we are using JomSocial on is a sub-domain of our primary domain. We only have one site under our primary domain with JomSocial installed, is support still provided?

In addition, the sub-domain site that we are using JomSocial on, we also have a dedicated domain name that is used for masking and making it simpler for our users to get to the site. I listed the masked domain under my account as I was trying to ensure my account information is always accurate. However, support is saying I don't have support available on my "masked" domain name but that shouldn't be a problem since the masked domain is just a redirect to the sub-domain under my primary domain which is the one registered to receive support. (which in my support ticket, I didn't even list the masked domain to receive support, all the information I gave was based on the direct access via the sub-domain.)

Clarification would be greatly appreciated. Thank you.

Hi.

As you can read in "Pricing" section and in License Agreement ( www.jomsocial.com/license-agreement ) only ONE domain is supported.

This literally means ONE SITE under certain domain. It's because "one domain" rule was abused and users set one domain as their main domain and set few sites as subdomains of main domain. Thus wanted us to support ALL sites that are under main domain as subdomains.

No, only ONE site/domain may be supported. And we need to be sure what domain is supported. That means no mask domains or redirect domains. Site may have dozens of domain bot in most cases only ONE is used for promotion and considered as MAIN domain.

Here in Support Department we have 3 person and your support tickets may be take by any of the three. So wee need to have clear situation that we all work with the same site and all support request are regarding one site.

Listing additional domains is just and information for Promotion Department - we on Support see only one domain. We compare it with site domains when requested support. That's why I asked for supported domain change as I visited your site under supported domain and site where you reported the issue (saw it in video). Both domains have different sites.

And holding PRO license you're allowed to have:

- ONE supported domain/site
- ONE dev/test site - this site may be in folder or in a subdomain eg: dev.supported-domain.com or supported-domain.com/dev

I hope that this case is clear now...

Ok, obviously JomSocial has changed their policy's from when I first created my account. So what do I have to do to change the domain from "ReadyToHelp.org" to my sub-domain or masked domain?

I really don't have time to screw around and waste over which domains are supported and which ones are not. I just purchased another pro license to cover the indepmoep.org. Now, will you PLEASE just fix the problem so I can get my team back to work. I will post to the original support thread from my account that now covers the indepmoep.org address.

I will go on record to say that it is completely asinine. In have now purchased 2 licenses in less than 2 months for JomSocial just to get support for 1 website, where 2 different companies are telling me the problem I am having is in your software....this seems like great customer service.

In direct response to your post....
My primary domain that is registered with JomSocial is Readytohelp.org, Which we only have JomSocial installed on ONE website in a sub-domain of my primary domain. When we first started out (8 or 9 years ago? I think), JomSocial was installed on a site originally found at "ReadyToHelp.org", that website was later moved to a sub-domain (independence.readytohelp.org) which 2 years ago, we moved the site again to a sub-sub domain ( independence.mo.readytohelp.org ) which is where the site currently resides, years ago when I first purchased JomSocial, your sales department are the ones that said all I needed to do was register JomSocial under my primary domain and that it would cover my sub-domains AS LONG AS I ONLY REQUESTED SUPPORT FOR ONE SITE. Which, this is the ONLY site that we have ever requested support on. The domain names, masked domains and sub-domains have changed over the years, but there has only ever been 1 install of JomSocial in operations at any given time and this one install is the ONLY install we've ever had to request support on.

Again, "ReadyToHelp.org" is my primary domain, but that isn't where JomSocial is installed ... independence.mo.readytohelp.org is the physical directory of our JomSocial install and indepmoep.org is just a redirect / mask domain so users do not have to type out the long-path to get to the site. These two are the SAME WEBSITE and the ONLY install of JomSocial on this server.

The fact that I have paid $300 ($150 x2) now to have 2 licenses just to cover 1 website, is ridiculous. To be perfectly honest, as the domain "ReadyToHelp.org" will never have JomSocial installed on it and I renewed the license for this account just so I could receive support and get the latest version to try and fix a problem that JomSocial is creating, I would LOVE it your sales department would change the primary domain from "ReadyToHelp.org" to independence.mo.readytohelp.org or indepmoep.org ) and free up the second license I just purchased and allow me to use it for a different website, since again I now have two licenses and two JomSocial accounts just to cover one website.

As a priority though, I just need the problem within JomSocial fixed...I've already wasted time jacking with the above just trying to get the support I need to get the problem resolved.

@Michal, I am sorry if I seem frustrated in my replies here. I've been dealing with the ACL problems for almost a week straight now. I've gotten the run-around from 2 different companies that supply components for our website, which is why I went to a 3rd party contractor and requested his assistance in trying to identify where the problem was at. This problem with the ACL, has now cost me over $600.00 in out-of-pocket expenses just trying to get the problem resolved. I understand as to what you are saying, especially that there are only 3 of you on the support team. I am in the same position with my own company. However, I can assure you, I have been a very happy customer and very pleased with JomSocial over the years, which is why I keep coming back. Unlike others who may have abused the "one website" rule, I can attest that my organization / company has always tried to follow the guidelines we were provided when we first joined JomSocial.

Hi, Michael.

To be honest you act too impatient :) The only right solution here was just to ask for supported domain change. If ONE site has few domains that point to the same... just tell us which one is "the right" one and use it in any contact on forum (in credential box, URLs or screencast). No additional costs. Just a small switch in our beckend.

So what I suggest here - please create two posts:

- first request just a supported domain change. I'll change it to indepmoep.org
- second request a refund, explain the situation that you misunderstood what I asked for. I'll talk with Billing Department staff and ask them to refund.

Will be that OK? If yes, please, confirm so I could proceed.

Just a side note: I'm working Mo-Fri, 9AM - 4PM CET.

Thank you Michal, that would be greatly appreciated. I do apologize, as I did misunderstand what you were asking me to do. A refund is appreciated and yet again, I do apologize.