What is the best way to contact support? I've emailed 'support at activemodules.com' and 'crmsupport at activemodules.com' many times, but I get no response. When I try to login to helpdesk, I get "You do not have access to view this tab within the portal".

Anyone with licensing questions should send me a private message by clicking the envelope beneath my avatar to the left.

Ben, not to be sticky, but would it not make sense to either monitor those email addresses or provide a form for support requests on this site? (or move support questions to dotnetnuke.com?) Seems to me that assuming users will read through the forums to learn that support questions should by PM'd to you is a bit difficult to understand.

Also, seems like I keep getting bounces on your email and Will's @ dnncorp.com. Did this domain change?

I replied to your PM regarding the email addresses yesterday.

Regarding contacting support, I don't know how much I can say. The vast majority of requests come in via Snowcovered. I handle license requests via PM because they are quick and easy. I responded to the original forum post in under 15 minutes with instructions.

I have never used crmsupport and the support email has not been recommended by me in over a year. It is possible that either of those email addresses are still posted somewhere, perhaps in old versions of the documentation.

Ben, I'm really not trying to shoot the messenger. Really I'm not. Just explaining that things here are confusing and have been for a long time. It seems like since the acquisition this site has been basically parked with minimal information, updates or improvements. For example, you may have replied to my PM, but I received no notification and there is no way to get to my inbox on this site so how can I read it?

While there is indeed a support page, it seems to be largely ignored (despite instructions on that page). If you follow the instructions to reset a license (using the Contact Us form) it leads to an error page. If you click on License Transfer it tells you where to buy Active Social on snowcovered.com. From your last reply it sounds like opening tickets in ActiveCRM doesn't matter since CRM isn't monitored. OK, so replace that page with some instructions on registering and using PMs to get license support, then provide away to get to your inbox.

Something simple like not having or monitoring a support@activemodules.com address may seem trivial but imagine the paying customer who spends a couple of weeks trying to get support only to get to the forum (out of desperation) to then get an answer to use PM. Yes, you responded in 15 minutes, which is awesome given the tools that ARE supported...but that was 14 days and 15 minutes too long to a customer.

Not cool

Again, this is not directed at you personally. In fact I applaud your continued & timely support of the AM community at large. At times it seems like you are the only thread holding this community of customers together. Will has virtually stopped communicating; request for updates on AS 2.0 and other release dates that used to be barely answered are now are just ignored completely, DNN confuses everyone with promotions for AM modules if you buy now but are supposed to be "free" in a few months and it seems that no one is willing to address the ongoing support fees for a product that has not been significantly updated in a year but is reported to be part of the core shortly.

Frankly, it's a big hot mess and IMHO continues to alienate what used to be one of the strongest, most supportive and loyal customer bases in the DNN ecosystem...which is a shame really.

Not going to comment on AS 2.0 or Will M, since I can only talk about support.

RE: Private Messages, just for your information, you can access the inbox with this link: http://www.activemodules.com/Commun...fault.aspx
There was a link to it in the old skin, but it never got added in the new skin. I don't expect everyone to bookmark that page, and I agree it should be in the skin somewhere. However you can also just click the link in the email notifications, which are being sent correctly and I am not sure why you did not receive one.

RE: CRM, I do still monitor it daily. However the volume of tickets is very low compared to SnowCovered, which is intentional. The only customers who would have access to CRM are customers who purchased a module on www.activemodules.com. Since we only sell the modules on SnowCovered now, the number of customers that fit that description is small. On the support page here it says that if you purchased from snowcovered, you should use the snowcovered help desk.

RE: Email, I don't think having me monitor yet another thing is the most efficient way to handle license requests. Perhaps the "Contact Us" link on the support page should just pop up the private message modal to send me the request. License reset requests are few and far between these days, compared to a couple years ago, since the modules do not require serial numbers anymore.

I noticed that under the main Community menu item there is a Messaging link that takes you to your inbox for messages and notifications. Not really intuitive, but it does seem to work. I am one of the guys who never misses an opportunity to ask about AS 2.0, but I think I will pass on that right now since all requests are being ignored as you mentioned Steven. I have also requested on several threads recently to know whether or not there is any value in community members continuing to make feature requests, but have not heard back on that either. I guess no response means that there is no value in making suggestions on how to make AS better. A recent example is adding the random assignment of group icons for those who don't post a group picture. This is available for member profiles but not groups. I made a feature request for this but also requested to know if anybody cares and like I said got no response.

To be honest, I have given up on replying on this forum unless absolutely necessary. That doesn't mean I haven't been communicating. I've spoken to customers in person, exchanged emails, taken phone calls, replied to blog comments, etc. But anything I say on this forum is refuted. No matter what I say, there will be replies about people giving up on DotNetNuke, going to other platforms and of course the conspiracy replies about how big bad DNN Corp. Despite the countless blog posts, press releases, forum replies, and keynote addresses that discuss what is going on, some people still want to stick to the fact that they are going to get screwed. I tried to refute a few of the negative comments in the beginning, but in the end, it was just taking up way too much time. I hate to say it this way, but I've come to realize that the only thing that will counter act all the negative comments is to make sure that when 6.2 is released it will be above and beyond what anyone expected. Right now, we are on track.


Cliff, you have been around long enough to see progress of Active Forums and Active Social. Many time there are feature requests submitted that never receive a reply, but are still implemented. At this point, there isn't anything I can say about a feature request. Other than good idea, and honestly, I don't think I've had someone submit a bad idea. Feel free to keep submitting feature requests. Hopefully by January/February we will have a more official and organized method for users to submit feature requests on all aspects of DNN.


I think Ben answered this best. All customers that are still entitled to support from their original purchase through ActiveModules.com should still have access to the Help Desk. I'm sorry it took you two weeks to finally reach us, but I'm not sure what we could have done differently. We haven't used those email addresses in a couple of years because they were being abused by users that didn't have support. However, neither of those email addresses actually exist which means both return an undeliverable message which you should have received immediately.

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Anyone that has more direct questions(not support related) is welcome to send me a private message or email me directly. will.morgenweck - at - dnncorp.com

Posted By Sonny on 19 Dec 2011 11:12 AM
What is the best way to contact support? I've emailed 'support at activemodules.com' and 'crmsupport at activemodules.com' many times, but I get no response. When I try to login to helpdesk, I get "You do not have access to view this tab within the portal".

I have had the same experience.  I have tried emailing as well.  I can't for the life of me figure out how to open a support ticket, and questions posted on the forums are only answered sporadically. 

I'm not going to read thru this entire thread, but I think Active Modules/DNN owes the AM customers at least a communication detailing how to submit support tickets, for which we have already paid--in advance.

Hi John,
Last November you renewed access to product updates only. This means your access to support expired last November and your main support mechanism is the support forums.

Posted By Will Morgenweck on 20 Dec 2011 06:56 PM
All customers that are still entitled to support from their original purchase through ActiveModules.com should still have access to the Help Desk.

When I go to the Help Desk page, there is/was not a link for submitting a new ticket.  I emailed support @ <!--[if gte mso 9]> fficeDocumentSettings> fficeDocumentSettings> Normal 0 false false false EN-US X-NONE X-NONE verrideTableStyleHps/> <style> /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} </style>
activemodules.com back in October and this came back:

support@activemodules.com
A problem occurred during the delivery of this message to this e-mail address. Try sending this message again. If the problem continues, please contact your helpdesk.

Now, granted that I guess my license has since expired, but the emails I sent to support, sales, and even Will were not answered.  Nor has my question.

Hi John,
As I mentioned, your access to support expired in November 2010. That means you did not fall into the category of customers for which the statement above applies.

Doggone it. I went back and looked at my records and I guess I purchased support for updates only, not for help desk support, so you are indeed correct. My apologies.

Ben I contacted you the other day, and still no reply.

I have also contacted AM several times, and no replies.

I need to get the latest versions, and under my downloads its not showing, because my license has expired.

Posted By Adam Jones on 29 Dec 2011 08:42 AM

Anyone with licensing questions should send me a private message by clicking the envelope beneath my avatar to the left.

Ben I contacted you the other day, and still no reply.

I have also contacted AM several times, and no replies.

I need to get the latest versions, and under my downloads its not showing, because my license has expired.

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