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Ownership transfer


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My issue : Our Intercom account, which we use for managing tickets and other tasks, has expired. This has made it difficult for us to create a video using the same account. Since this account is also linked to our developer account with the same email, we would like to explore possible solutions.

Could you please let us know if there is an alternative option available or if we can downgrade our plan while still being able to create the video using the same account? Your guidance on this would be greatly appreciated.

Looking forward to your response.

Intercom Support reply : 

Hello team!

Appreciate your patience here as I was out of office this week so your email should have been routed elsewhere 🙏

But from reviewing our last conversation- I never received confirmation about whether you wanted the 14 day free trial OR if you wanted me to transfer the app ownership to the developer workspace. Please let me know which option you wanted and I can go ahead and get that initiated.

Sara B
 

I would request if any one form  support team can reslove this issue we stuck since 20 days and wanst to inetrgation with intercom 

 

 

Best answer by mateusz.leszkiewicz

@Muhammad Nisar 

I’ve added you to the workspaces Kroolo (there are two workspaces with the same name). Can you check your emails to see if there are an invitation to the workspaces there?

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Jacques Reynolds
Intercom Team
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Hey ​@Muhammad Nisar 👋 Jacques here from Intercom Support. I hope all is well today!

I was able to pick up your ticket in Intercom so we can move forward with this issue. We can work through things there and get you all setup. Really appreciate your patience on this and very sorry about how long it has taken.

Thanks! 

PS. In case you didn’t receive my response in your open ticket, here it is below:

Hey Team 👋 This is Jacques here from Support Engineering stepping in. Really appreciate your patience on this issue. I know it's been ongoing for some time now so hopefully we can get this resolved for you ASAP.

I understand that your Intercom subscription has expired, is that correct? Here are some potential solutions and alternative options you can consider:

You can explore downgrading your plan to a more affordable option while still retaining the ability to create videos and manage tickets. This might involve moving to a plan that offers the essential features you need at a lower cost. I could loop in some teammates in Sales to get some clarity on this for you.

If downgrading is not suitable, you might consider reactivating your current plan. This would restore full functionality, including the ability to create videos and manage tickets seamlessly.

Feel free to get back to me here and I can get the ball rolling on this for you so you can get up and running!

Again, really appreciate your patience here 🙏


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Hello Jacques , 

Thank you for your response 

I’ve reached out multiple times and also raised a ticket earlier. Last time, Sara mentioned the ownership would be transferred and that the account would be reactivated, but it's been weeks with no update.

We were also asked to create a video for app publishing, but couldn’t do so as the subscription for the publishing account had expired. If you need the account details, I’m happy to share.

Kindly reactivate the account and proceed with the requested updates as soon as possible.

 

Best Regard 

M.Nisar 


Jacques Reynolds
Intercom Team
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@Muhammad Nisar Got you. Could you provide the App ID for the workspace that has expired? 

I looked at workspace ID h4qkzypg but it appears to still be active. Which workspace has become inactive exactly? So I can find it in our backend an re-enable.

Thanks!


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Hi ​@Jacques Reynolds  

Here are our account details for reference:

  • Client ID: 12b4b123-ec0e-4f05-9b6a-e4fa2cc2e0e5
  • Client secret
    262a2bf0-e814-44fc-8fc1-2d2a13aef8cd
  • App ID: my62io0d

Looking forward to your support.

Best regards,
Muhammad Nisar


Jacques Reynolds
Intercom Team
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@Muhammad Nisar I don’t see your email a part of that workspace. Would you like me to invite you to it?


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@Jacques Reynolds Is my email required for ownership transfer confirmation? If so, we are using developer@kroolo.com for the transfer. For any other purpose, please use my email: muhamad.nisar@kroolo.com


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@Jacques Reynolds Please let me know when ownership transfered thank you 


Jacques Reynolds
Intercom Team
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Hey ​@Muhammad Nisar. I saw that the email developer@kroolo.com was already added to the workspace with ID my62io0d so I invited your own email muhamad.nisar@kroolo.com.


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@Jacques Reynolds So, has the account been reactivated or has the ownership been transferred?


Jacques Reynolds
Intercom Team
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@Muhammad Nisar It appears that the workspace is currently active from what I can tell? Did you receive an invite to it?


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@Jacques Reynolds Our account still hasn’t been reactivated. Kindly review it once again,I need the reactivation to be done on my company account where it was originally created — not on my personal account.

The account reactivation should be done on: developer@kroolo.com.

Kindly understand the matter  it’s urgent for us. Thank you very much!

 

Note: My personal email was also mentioned incorrectly. This is my correct email: muhammad.nisar@kroolo.com

 


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@Jacques Reynolds Good morning , Is there any updates ?


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@Jacques Reynolds  Is there any updates ?


mateusz.leszkiewicz
Intercom Team
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@Muhammad Nisar  It’s Mat from the Support Engineering Team 😀

I will take over from ​@Jacques Reynolds, as far as I can see, the workspace with the app id h4qkzypg is restored.
There is one admin present in the workspace with the email shashank@kroolo.com

Do you have access to that account?

If yes, you can add yourself to the workspace - that would be the most secure way to do that.

Please let me know if you have any questions about this.


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@mateusz.leszkiewicz 

We have been requesting support for the past three months regarding this issue, but unfortunately, it has not yet been resolved. One of the major challenges we're facing is the lack of continuity in support — every time we reach out, a new person is assigned to our case. As a result, the new representatives often do not fully understand the background of the problem, which delays the resolution process.

We are attaching previous email correspondence for reference, along with the latest screenshot showing the current account status. Also, I am unable to see the user shashank@kroolo.com in the account as expected.

Additionally, we are currently unable to submit the required video while publishing the application because our trial account has expired. Since we cannot access the platform features needed to create a video with the tickets, we kindly request either an extension of the trial or an alternative method to complete the video submission.

I would appreciate it if you could take a closer look at the details and provide us with a clear explanation of where the issue lies. We are keen to resolve this matter as soon as possible.

Looking forward to your prompt and detailed response.

 

 

Previous Email ss 

 


mateusz.leszkiewicz
Intercom Team
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@Muhammad Nisar 

I’ve added you to the workspaces Kroolo (there are two workspaces with the same name). Can you check your emails to see if there are an invitation to the workspaces there?


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