as a lot of you know already: today is the day we shift into a newer and more intelligent version of our system š§
because of this, there may be some things shifted around and/or in places that are new to you. there also may be some growing pains here and there.
we wanted to make a post asking everyone to report bugs or ask questions here so that everyone feels like they have a direct line to us re: the new system.
as a new era of pickaxe begins over these next few days, we also want to say how grateful we are for everyone's activity here in the forum, especially when it comes to reporting bugs and requesting new features.
we couldn't do this without our users letting us know how things are looking with boots on the ground.
How do I get an immediate rollback!?! It breaks absolutly every thing I buildt!! It is a horrible nightmare! That will cost me 100% revenue! ANd creates a shitload of support request because everything is 100% incompatible with previous setups that were beyond 1 or 2 pricing plans!
How can you roll out something so entirly incompatible witha previous version without transition!?!
It breaks absolutly everything! I had different old pricing tiers that were set to hidden! Now everything is public to everyone!
I will spent now my entire night. Itās 2:30 a.m. here, where Iām at, Philippines, freaking because youāre so crazy and unprofessional to not even announce that ahead of time and not implementing a transition period where everybody can adjust their old system to the new system. Because switching to the new system, nothing looks like before. None of the access levels is the same as before. I have now 47 different portals now that I need to āAdjustā - F*** me!!, and I donāt know how many access groups and I have to go through them one by one and implement the changes proably around 100x over and over again! My old offers/products people subscribed to were set to hidden. Now, this is a nightmare because itĀ“s all public and not hidden anymore. Iām also handling a free trial so far via API connection. I assume thatās fucked now because there are no more products in the first place, and there is no update to the documentation on this whatsoever.
So youāre rolling out a new system without telling people how it works and giving them, no time, no transition period before it goes live. You just throw it out there. Now I have to spend my night fixing the mess that you created because you could not be professional and implement a transition period where I and everyone else gets the chance to adjust everything to the new system before it goes live. You throw everything live; now everything is broken. I will spent my night fixing that mess!
Not only did we repeatedly announce this change, but we have reached out to you personally to help. Weāve sent out at least 3 emails specifically flagging this change at this time, and packed full of resources to help folks understand the new system.
Weāve offered to jump on a call, and weāve offered help in other ways as well. Rather than manually messing with 47 studios, or spending time posting here, you should engage with our team and weāll help fix things for you.
Hello Nathaniel, thanks for your replyā¦ I didnĀ“t get the emailsā¦ Yeah teh offer for the call was the earliest possible 6:30 am my timeā¦ thatĀ“s in 4h from the time of offering. and all otehr times were Midnight to 7am the following daysā¦ not your fault that I am in the Philippines right now but not practicalā¦I cannot leave my page in disrepair for that long and even if I have seen those emails it doesnĀ“t change that there is no transition periodā¦ I have to make changes after things go live which you have to agree is less than ideal to put it mildlyā¦ I am doing it now ā¦ have no other choiceā¦ I guess I figred out how to set it up in the way it was before but yeah sorry canĀ“t wait for so many hours to get help if you force me to change things on a live pageā¦ And I just happend to have a live webinar for sales the hour before the changes were pushedā¦ bad luck I guessā¦ I already got 14 Emails with people being confused with all the additional options that were not mentioned!
My understanding is that a team member has already changed their call booking hours in order to make a conversation work. If that fails, I can speak with you at 7pm PST (10am your time).
In the meantime, weāre actively investigating why so many hidden prices popped up for your studios. This didnāt happen in our tests or with our test users. I expect weāll have a fix within the next hour that weāll be able to apply to your account.
Itād actually be really helpful if youād include in your next email to support more screenshots and product names from ones where you havenāt fixed it yet. We were trying to debug directly from one of your studios, but you fixed it too quickly and we couldnāt see the issue any more.
Yes, I just had the call! They were able to do the call right now and things seem to be fixed! Thank you for the quick reaction. And sorry for the maybe little emotional words but if you are just coming out of a sales webinar at 1am and see the page break down itĀ“s not so easy to keep your head cool.
I will send an Email with a screenshot! Thank you very much again!
I am currently locked out and unable to use it myself - same with my users.
In drop-down menus, I can see deprecated old products that are no longer available - I log into the back end then visit my studio and it tells me I need to upgrade - Its my studio! If I click on upgrade, it wonāt even let me āgetā any products.
Iād really rather you use the approach you did last time you switched over and gave us some time to select the change after the bugs were ironed out with early adopters.
Recovering from the migration. Hereās a meaningful bug/feature request.
The migration had an automation AI assignment logic that combined old system invite only products into MAG groupings that are random ā- hard to figure out who goes where, what goes to what as itās well, AI logic lol. Glad we have good records to rebuild this lol.
Iām having the rebuild the entire infrastructure from MAG ā Users ā Pickaxes (now called deployments.) Which is fine except for some UI improvements youāll get over time.
What I could really use is the ability to select ALL users in a Member Access Group or a Public Access group and move them to another access group.
The same is true for deployments between access groups and also from PUBLIC to MEMBER.
Further, Iām not terribly clear on how website deployments (we could deploy the old master website to a custom domain. Iām unclear on where to find that in the new system.
Thanks, Iām sure itās a storm over there.
@ecaveo Iām sorry youāre running into issues! We had a number of test users, in addition to our staff, working on the new version to try to prevent as many issues as possible. Can you shoot us an email at info@pickaxeproject.com with any screenshots you have and I can get our engineers on it right away?
Weā re sorry youāre experiencing issues with migration! Our team is looking into it.
One way to bring all users into one Members Access Group would be to just add all emails of these users you need to move into that Access Group. (youāll see a warning message - and if you approve they will be removed from other Access Groups and transferred to this one) Hopefully this helps.
But we will be happy to jump on a call with you and provide further assistance.
seconding what our head of product/design Uli said here @brandbuildersgroup :
thank you for sending a video via loom.
we know unintended changes arenāt entirely the most fun thing to see inside of a workspace and recording a debug video right after canāt have been an ideal use of time.
we are working on a fix and genuinely appreciate letting us know what is going on.
one of us will send out a calendar/meeting link asap
Logging into the forum due to the amount of customer support tickets we just got in the last 24hrs, dang!
What Iām seeing is the biggest issue is essentially the access groups created a new group for every combination of plans that we had.
So we had many users on multiple plans
Plan A
Plan B
Plan C
Plan D
Over time when we launched new pricing we even have stuff like this:
Plan A
Plan B2
Plan C2
Plan D2
etc
So letās say we have 8 plans.
What pickaxe just did is create a new āaccess groupā for every plan COMBINATION of plans that we had people on.
So we have an access group for people that have Plan A, B and D2 and one for people who have Plan B C and D, and one for Plan A B C2 D.
Iām just giving random examples, but trying to simply explain what happened in case it happened to anyone else.
So we now have 26 access plans (all the different combos) instead of 4 simple levels.
So hereās my plan of attack to fix this fast (for some reason a lot of users lost access to things they bought too, which Iām not sure why yet - this has been my #1 source of support ticket)
Iām going to sit down and watch all the new videos on 2x speed, doing that now
Once I understand how it all works Iāll strategize a āfix it fastā plan - my thought is Iāll create new access groups and then somehow try to mass migrate everyone from the 26 combo plans to the main new ones. This may change once I watch the videos, weāll see. Iāll come back and update this if so.
Iāll rewire all the zapier and make integrations that also broke or will be broken by moving people over to new plans
Iām also looking where to find where header injection code and all that went as we used that for some custom stuff but Iām not seeing it in the settings anymore
Will report back what I find as I dig in the rest of today
Okay main question I have as Iām strategizing how to put out the fires happening in my pickaxe account right now is this:
whatās the difference between access groups and portalsā¦ because to me they seem the same? Maybe they are? Maybe this is a glitch.
But I have tons of them like too many to even scroll or access. It seems that a new portal and access group was created for every combination of packages that a user had.
Iām not sure, hereās whatās happening (also sent in a ticket with more detail for pickaxe team)
Maybe weāre different from most pickaxe users, but weāre selling our pickaxes like you would an expansion pack to a board game.
So some users have the CORE game and some have the CORE + EXPANSION PACKS
And Pickaxe created a new access level and group for every single unique combination of these products meaning, it created tons of packages.
