RadioLingua

Radio Lingua Help Desk

Over the past few weeks we've been working on a new Help Desk system which will help to provide a better support mechanism for our customers and listeners. We've introduced the beta version of this today and would request that from now all, all support issues are either sent to us via the Help Desk, or to the email address support [at] radiolingua.com. Please note that although we have been testing the help desk for some time, we are still in beta status. Please bear with us if there are any problems while we're still in beta!

Premium password problems - update 2

It seems that the problems have been sorted out for Coffee Break Spanish premium members, but there still appears to be problems for MDP German and MDP Italian members. We're trying to sort this out - it's likely to be this evening before we can post another update, but we're working on it. Apologies again to our listeners.

Premium password problems - update

We've been working on this problem and we're fairly certain that we've got it sorted. Things are working fine for us and we're also receiving feedback from listeners saying that things seem to be back to normal. We'll obviously be keeping an eye on things over the next couple of days but in the meantime we're keen to hear from listeners if you're continuing to have problems.

Please note that updates to the podcasts and new activations have been put on hold while we sort out the premium feed. We'll be getting things back to normal over the next 24 hours.

Premium password problems

As you may be aware we've been experiencing problems with our premium content server over the past 48 hours. It's likely that everyone who has access to the premium content is experiencing problems when updating iTunes or when trying to access the premium members' page. The most likely scenario is that the server accepts your username but it rejects your password and keeps asking you for a password. This problem also means that we can't access the premium members' database to create new accounts, and this is delaying new activations for members who have just joined.

We are looking into the problem and trying to solve it: our database guru is working on it at the moment and I'll post updates on the Radio Lingua site both via twitter updates and here on the site itself.

As you probably know, the problem couldn't have come at a worse time. Yesterday we were in Paris launching Coffee Break French and we had limited access to the web - and indeed to the rest of the team. I returned a day early in order to try to get on top of this problem.

Our advice to you is:

1. Check the Radio Lingua blog regularly for the latest information:
http://www.radiolingua.com/blog/index.html

2. Don't start to think up alternative passwords or try different things thinking you've forgotten your password. When the problem is fixed your original password will work as expected. It's best not to change this and inadvertently forget your correct password.

Please accept our apologies for this problem. We're doing our best to resolve the issue and will be back with a full service as quickly as possible.

Status alert

Following a number of problems where users aren't receiving signup details or replies to questions (we believe emails are going straight to junk mailboxes), we've decided to implement a status alert system. We'll update this post on the RadioLingua site and post the first few letters of the email addresses we think are affected. If you haven't received a reply or an activation email after 24 hours, then check back here and if your address is listed then it would be really useful if you could contact us by email (team [at] radiolingua.com), Skype (radiolingua) or phone (UK 0141 416 2600, US (408) 540 6114). It would be very useful if you would provide an alternative email address or a cell phone number to which we can send username and passwords. We can only apologise for this situation, but it seems to be caused by the email filtering programs.

Please note that unless we hear from you we have no way of knowing if you've received your activation email. All orders should be processed within 24 hours. If you've not heard back from us with your username and password, email us and if we identify that there is a problem with mail not reaching you then we'll escalate your case and add you to this list.

I've provided the date on which the activation email was sent to you, in order that listeners may check their email records. Please also note that because we use Paypal for most payments the email address we have for you will be the email address associated with your Paypal account. In some cases this may be an account you've not used in a while.

Coffee Break Spanish
cogito_ergo_su**@******.*** - 21 Feb
bbear4f**@***.*** - 20 Mar

MyDailyPhrase Italian
No alerts

MyDailyPhrase German
danielco***@****.*** - 13 Mar

Other
No alerts