Unable to contact support

Have you tried IE?

Just tried IE6 and I get the same error. I know the problem I have a duplicate account so the token won't stick. The ebay name with the problem is elcnj

Hi hand-up-not-out,

Your eBay account is already associated with an existing Auctiva account with username "elcnj" so he easiest solution to this problem is to continue using this Auctiva account and to cancel your duplicate Auctiva account with username "auctivia".

If, for any reason, you would prefer to use your "auctivia" Auctiva account, please let me know and I will transfer your eBay token to that account.

-Mike

Mike, I'm logging in here as auctiva-elcnj when I log in I get the screen that asks if I want to proceed without a token.

I then click on the Generate and Ebay Token and am briught to E-bays sign in screen. I sign in there as the elcnj account and choose agree and continue

That brings me back to your site and under Events it says Invalid eBay token.

I had canceled the token on E-bays side before doing this.

Any suggestions as to what is wrong?

Hi hand-up-not-out,

I'm sorry to hear you are experiencing this problem. Can you please try closing all of your browser windows, then re-opening a new browser window, and attempting to generate your token once again?

Once you get a chance to try this measure, please let me know the result.

-Mike

I used Firefox 2.0 to revoke the token on E-bays site.

I then closed FF and opened IE 6. I sent to your site and logged in, receiving the screen to generate a token. I did that but it still has failed.

Hi hand-up-not-out,

I just reviewed your account and it appears that your token is now valid, so something must have worked since then

Please let me know if I can be of further assistance.

-Mike

Mike the problem is not with hand-up-not-out but with auctiva-elcnj.

Hand-up-not-out is the account I will be using for personal sales and auctiva-elcnj is my business account.

I just tried auctiva-elcnj and it failed again

Hi elcnj,

Sorry about that. I'm going to go ahead and open a support request in your name and we will work to get this issue resolved via that case. If you are unable to reply to the support request, please post again to this thread.

-Mike

Mike I am still unable to submit problems via the help form. Please pass this to support. Here is my reply. I have replaced my personal info with X's

When I click that link and enter the E-mail address of auctivia@elevyconsulting.com

I am sent the following mail

Return-Path: <help@auctiva.com>
X-Original-To: auctivia@elevyconsulting.com
Delivered-To: m6780019@randymail-mx1.dreamhost.com
Received: from mail.auctiva.com (unknown [38.102.35.5]) by randymail-mx1.dreamhost.com (Postfix) with ESMTP id 8C35234A14 for <auctivia@elevyconsulting.com>; Sun, 12 Nov 2006 16:19:53 -0800 (PST)
Received: from [10.102.38.75] (helo=blade4j) by mail.auctiva.com with smtp (Exim 4.54) id 1GjPYG-0008WQ-Oi for auctivia@elevyconsulting.com; Sun, 12 Nov 2006 16:19:52 -0800
thread-index: AccGuV139GwuKrTQSPKfR7zzTuORaQ==
Thread-Topic: Your Auctiva Password
From: <help@auctiva.com>
To: <auctivia@elevyconsulting.com>
Subject: Your Auctiva Password
Date: Sun, 12 Nov 2006 16:19:21 -0800
Message-ID: <034601c706b9$5d776290$4b26660a@ad1.auctiva.com>
MIME-Version: 1.0
Content-Type: multipart/alternative;
boundary="----=_NextPart_000_0347_01C70676.4F542290"
X-Mailer: Microsoft CDO for Windows 2000
Content-Class: urn:content-classes:message
Importance: normal
Priority: normal
X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.2757

This is a multi-part message in MIME format.

------=_NextPart_000_0347_01C70676.4F542290
Content-Type: text/plain;
charset="iso-8859-1"
Content-Transfer-Encoding: 7bit

Here is the password you requested: xxxxxxxxx

------=_NextPart_000_0347_01C70676.4F542290
Content-Type: text/html;
charset="iso-8859-1"
Content-Transfer-Encoding: 7bit

Here is the password you requested: xxxxxxxxx
------=_NextPart_000_0347_01C70676.4F542290--


When I enter auctivia <mailto:auctivia@elevyconsulting.com> as the username and xxxxxxxxx as the password I still get Invalid UserID or Password. Please ensure you entered your password correctly and try again.

can you please tell me the correct username or delete this account entirely





________________________________

From: support-auto@auctiva.com [mailto:support-auto@auctiva.com]
Sent: Sunday, November 12, 2006 3:24 PM
To: auctivia@elevyconsulting.com
Subject: Auctiva Support Website - Reply to your support case #2xxxx1


Dear auctivia,

This email is to let you know that on 11/12/2006 we've replied to your support case inquiry.

Comment :

Previous Comment: 11/12/2006 10:08:09 AM

The solutiuon you provided does not work. I am unable to log into the account to cancel it.

The password I am using is xxxxxxxxx and the username should be auctivia but when I try to log in I get

Invalid UserID or Password. Please ensure you entered your password correctly and try again.



New Comment:

Hello,

I apologize but the password that you are entering is wrong and this is a reason that you are not able to login to your Auctiva account. I suggest you to click on the link below to recover your password:

https://www.auctiva.com/recoverpassword.aspx

Please try the above steps and let me know if I can be of further help.

Thank You,
Auctiva Support.

To view complete support thread click on the link below:

http://support.auctiva.com//ViewSupportCase.aspx?cid=xxxxxx-xxxxxx

Has your support request been resolved by this response? If so, to help us provide continued improvements to our customer support system, please close this case.

Close Case <http://support.auctiva.com//ViewSupportCase.aspx?cid=xxxxxx-xxxxxx&action=close>

Thank you,
Sherry R.
Support Auctiva Support Website http://support.auctiva.com/

Hi elcnj,

I have deleted the eBay token associated with your existing "elcnj" Auctiva account, and then cancelled that Auctiva account. If you would like to use Auctiva with your "elcnj" eBay account, you should now be able to open a new Auctiva account for that purpose.

Please let me know if I can be of further assistance.

-Mike