Why cant I contact a human for support?!

Brian Mucha:

http://support.convio.com/

I believe your username and password for support is usually the same as this board.

Here's the phone info...

Do you need  to speak to us on the phone?

Call us at 1-888-528-9501,  option 3.  We are available from 7am Central to 7pm Central, 7 days a  week.

Brian,

Thank you. When I go to the website it just gives me the option of other places to link to and read info.  I havent seen or been able to get into the place to submit a help question. There isnt a place to email questions to someone at Convio directly.

I really appreciate the phone number...I was not able to find it somehow.

All I want to do is to remove the page wrapper from Stationary when you view online.  Every answer I have found deals with removing it from the actual email inside the campaign.  I dont want that.  Need to be able to have the stationary programmed to "View Online" clean, without the wrapper which is distorting my HTML code.  Using that print view tag only works on an individual email basis.  And I could not find the page wrapper HTML where I could choose when it was in use vs. when it was not.

If you could explain how to make the View Online, Convio URL to work from the Stationary without the page wrapper, that would be wondeful.

Otherwise, thanks again for the info.

Brian Mucha:

Weird.

The number was from the page you can't get to. Glad I added it.

There is a thread on this board about the exact thing you are trying to do.

http://community.customer.convio.com/message/7680#7680

Regards, B

Yeah, it is very annoying.  I thought I could go to support and "log" a help ticket or something.  I keep getting directed to a general support page.

As for your link reference, I saw that one, but was unclear as to where to add this ]x::]::<<Regular HTML for wrapper>>]] code.

Sorry, I am a bit slow with the HTML.  When I am in Stationary, and I am to enter this code, is that in the 2. Style Sheet, or in the 3. HTML?

And how do I add this - put ]x::]::<<THEN ALL THE OTHER HTML CODING aka the wysiwig>>]]  I am not sure if I can see or adjust the wrapper code in the actual stationary.

We put in our own code for the Style Sheet...and then for the HTML I transfered code from our own CMS.  So where is the location to add this code with the wrapper?

In the code for the stationary, I am not seeing any line that says "wrapper" or similar.

Thank you again for your help.  This seems like a common issue, I wish there was an easier way.

Ariel

Brian Mucha:

You should be able to open a ticket from the support page. (You can also chat with a tech support person for quick 'how-to' questions.) Something is apparently be up with your community login that is preventing you from getting to the normal page.

As for the other thread...

First, lets be sure we are talking about the same issue.

When you click your 'View as Webpage' link in your email, you are taken to a web page that has your email - but it is surrounded by the wrapper from your regular website, correct?

If that is indeed your issue then we are on the same page.

This is caused because you are acually seeing your email through a special viewer helper application. That application lives on your website, therefore it is surrounded by your site's page wrapper.

So you get your email's content, inside the email stationary, inside the site's pagewrapper. (And the styles from the stationary and the wrapper are all used at once, too.)

The fix is a little bit of code IN YOUR PAGE WRAPPER that detects if the current page is using that helper application. If it is, then it just shows the content (your email) without your site's wrapper. In all other cases, your page wrapper is used.

So, if you don't mess with your pagewrapper yourselves, you will probably need Convio to get involved.

Regards, B

Thats what I thought...about opening a Help Ticket.  I'll have to ask around why I cant access it.  I assumed there would be some sort of trouble shooting place, but havent been able to get to it.

As for the wrapper issue - I guess what you are saying is that it does indeed need to be fixed through the code in page wrapper.  I havent been able to locate the HTML coding for the page wrapper.  If the drop down link to Page Wrapper is where I am supposed to make this code edit, what would that be?

But I would be worried about messing that up throughout the site.

I need to get someone from Convio involved I think.

Thank you again for your help.

Ariel