Forum Discussion

MelissaAppleman's avatar
MelissaAppleman
Community Member
2 months ago

Lost Content & no support

We recently renewed a subscriptions but had to do separate accounts. We were told when doing so that as long as the email address remained the same, we wouldn't lose any existing modules; however, when we renewed, we lost all modules. We've been contacting support & our reps on this issue since Jun 30th (it's now July 30th) and not received a reply on this issue. Not sure where else to turn as we are super frustrated with the lack of support and unsure whjo to ask for help at this point. Any suggestions? 

community
rise 360

3 Replies

  • StevenBenassi's avatar
    StevenBenassi
    Staff
    2 months ago

    Hi MelissaAppleman​!

    I'm sorry to hear you're having trouble locating your Rise 360 content!

    Yes, that is correct. Rise 360 content remains tied to a user's Articulate ID (e-mail), and can be accessed as long as that Articulate ID is occupying a user seat on an active subscription. When checking your e-mail address, I did locate several support cases. However, it appears they were related to account management requests, and payment processing. No worries!

    I've also noticed that your Articulate ID is listed as the purchaser on several different Articulate 360 Teams subscriptions. To avoid sharing the details of these subscription IDs publicly, I've opened a new support case on your behalf. You're in excellent hands troubleshooting with our support engineers, and they should be following up with you shortly!

    We can continue the conversation through your case to keep all information in one spot.