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Shane D.

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Everything posted by Shane D.

  1. @JBiason Thank you for reaching out! In this case, it may be possible there is a service issue with the two-factor service provider, but we'd need to run a few troubleshooting tests. However, as this is more of an administrative question, you will need to open a support ticket as these types of issues may require the use of personal information that should not be posted in the public forum, and may require access to tools that the forum staff do not have access to. Please reach out to me directly if you have any problems opening the support ticket, or if you have any questions!
  2. @DavidAmpleford The fix was implemented from our service side. Meaning, there isn't an update required, and you should see the fix without having to do anything. @JimLipp @JimPop Have you noticed the issue with image clarify happening with multiple notes, or just specific ones? If possible, could you try recreating one of those notes with unclear PDF thumbnails, and then see if the thumbnail images are still blurry?
  3. Shane D.

    Old Notes Not Appearing on iPhone

    Hi @Jordan Mc! Often, users accidentally create a secondary account and believe that their actual account has been deleted/cleared out. Usually, this occurs when a user creates an Evernote Account using an email address with a typo/misspelling. The user then uses that account for some time and logs out. Then, when they log back in with their correctly spelled email address, they are actually logging into a new account. Or, the reverse happens and the user creates an Evernote Account using a correctly spelled email address. However, the next time the user logs out/logs in, they have a typo/misspelling in the email address they use to login, and accidentally create a second account. Could you double-check and make sure your login credentials are accurate and correctly spelled? Also, please visit the Evernote Web Client using a web browser on a desktop computer: https://www.evernote.com/Home.action The Web Client will reflect any notes that have properly synced with our servers (excluding local and offline notes/notebooks). Do all of your Notes appear on the Web Client as they should? Let me know as this information will better enable me to determine how best to proceed. Please let me know if you have any other questions. I appreciate your consideration, and look forward to your reply.
  4. Shane D.

    How to undo a Notebook deletion?

    Deleting a notebook permanently deletes the 'notebook' itself, and will send any notes from that notebook to the Evernote Trash. To recover the notes, go to the Evernote Trash and restore them. Then create a new notebook and you can relocate those recovered notes to that new notebook.
  5. Shane D.

    Evernote lost all of my data

    Hi All, Thank you for your continued patience! @Christina fauska I was able to locate your ticket, and it looks like our agents have assisted you. However, please reach out to me directly if you're still having trouble. For those of you logging in and your account looks completely empty, it may be that you have accessed a separate/different Evernote Account. Often, users accidentally create a secondary account and believe that their actual account has been deleted/cleared out: Usually, this occurs when a user creates an Evernote Account using an email address with a typo/misspelling. The user then uses that account for some time and logs out. Then, when they log back in with their correctly spelled email address, they are actually logging into a new account. Or, the reverse happens and the user creates an Evernote Account using a correctly spelled email address. However, the next time the user logs out/logs in, they have a typo/misspelling in the email address they use to login, and accidentally create a second account. Please double-check and make sure your login credentials are accurate and correctly spelled. Additionally, @Leefamlex and @Peter B White, I'll follow-up with directly via DM.
  6. Shane D.

    iTunes subscription not updating

    @Agrzybianek Thank you for reaching out! In this case, you'll need to open a support ticket as our support staff are the only ones with the access to the tools necessary to address the payment issue. To expedite the ticket as quickly as possible, I suggest following these best practices: Feel free to reach out to me via DM if you have any other questions/concerns!
  7. Hi there, Thank you for reaching out! In this case, we'd like to gather some more information from the issue you're encountering with the order/arrangement of your images within notes in Evernote. As you are a Premium user, please go ahead and open a support ticket to report the issue and so that we can obtain some more information from you and your device. For best results, please see this article on the best practices for submitting a support ticket so that we can obtain all of the necessary information we'll need to try and fix the issue: Feel free to reach out to me via DM if you have any questions!
  8. Shane D.

    dark theme on iOS iPad

    Hey All, Confirming what @DTLow mentioned, we have been able to replicate the issue described, and are working on a fix. I'll follow-up here once I have more information. Please try to centralize the discussion regarding this issue here so that we can better quantify and track it. As always, feel free to reach out to me directly if you have any other questions!
  9. @Kruger2147 Can you try logging out/in to the forums again and let me know if you're still showing up as 'Basic'?
  10. Shane D.

    Troubleshooting Web Clipper for Chrome

    Thank you for your feedback! As this is an FAQ thread, discussion/commentary will be restricted. That being said, I've moved over the feedback regarding cookie permissions that was on this thread here: Please continue to provide your thoughts/feedback there. If you have a different set of feedback, please start a new thread in the appropriate location. As always, feel free to reach out to me directly if you have any other questions!
  11. This thread has been created as an offshoot of this topic: Please centralize your feedback regarding this issue here, and feel free to reach out to me directly if you have any other questions!
  12. Shane D.

    Troubleshooting Web Clipper for Chrome

    @MettarefugeThank you for reaching out! We occasionally see similar reports from users once they update their version of Chrome. In order to get the Web Clipper to work properly for Chrome, 'Block third-party cookies' needs to be disabled. Then, it should work. However, I'm glad you were able to find the solution yourself!
  13. Shane D.

    What happened to Capture Selection from Screen?

    Hi @nyhunter77, As @DTLow mentioned, please check the Mac OS settings, and let me know if that does not fix the issue.
  14. Moving forward, everyone please do your best to centralize the discussions regarding this issue on this thread so can better track it. As always, feel free to reach out to me if you have any other questions!
  15. @Kruger2147 Thanks for bringing this to our attention! I've confirmed with our specialist that this is a known issue, and they are currently working to determine a solution to fix it. I'll follow-up once I have more information, but please know that we are working to address this issue as quickly as we are able.
  16. Shane D.

    changing from old device to new device

    @Mandoville You don't have to do any manual steps to transfer your notes. Simply download the Evernote App for Windows and install it. Then, login to Evernote for Windows using the exact same email address/password you used for Evernote on your Samsung Galaxy S7. Allow Evernote for Windows to complete it's sync. Once completed, you should see all of your notes/notebooks. Feel free to DM me if this doesn't work for you!
  17. @Kruger2147 Thanks for reaching out, and for bringing this to my attention! I've confirmed that our records indicate that you are Premium, and I'm in the process of trying to determine why that isn't being properly reflected for your account in the forums. I'll follow-up here once I have more information!
  18. Shane D.

    Unable to login with google account

    @Alexona Great to hear!
  19. Shane D.

    Encrypt a whole note?

    @TdeV Can you post a screenshot of what you're seeing? We've never offered the ability to encrypt an entire note, so I'm interested to see what you're observing. Hopefully, we can figure out a solution from there. Let me know if you have any other questions!
  20. Shane D.

    How do I change/revoke access to my devices?

    @DTLow Is correct. Also, if you're looking for more in-depth instructions, please see this resource.
  21. Shane D.

    2019 Calendar templates

    Hi All, The 2019 Calendar Templates are now available. You can find them here!
  22. Shane D.

    Delete account

    Hi there, See this resource on how to deactivate your Evernote Account: If you have any other questions, please feel free to reach out to me directly via DM.
  23. Hi All, I’m very excited to announce the launch of the FAQ & Best Practices section within the Evernote Discussion forums! The FAQ & Best Practices section will contain posts and articles that were either directly created by Evernote Staff, or were created by other users and approved by Evernote Staff. Public posting within the FAQ or Best Practices will be restricted to ensure that the content posted stays on topic, and posts/replies will only be visible when approved by a staff moderator. The purpose of the FAQ section is to provide in-depth articles that answer frequently asked questions we receive from our users, as well as to provide resources to better enable them to troubleshoot or fix the issue themselves. The Best Practices section is to feature workflows and best practices from our staff, and the community, that may help a user maximize their forum and Evernote experience. If you have any ideas or suggestions on what topics you’d like to see covered, or just general questions/concerns, please feel free to reach out to Shane D. via DM. I appreciate your consideration, and thank you for using Evernote!
  24. Hi there, Thank you for reaching out! We’ve seen a small number of reports from users that they are unable to login, or are kicked out, whenever they try to sign-in to their Evernote Account or open a support ticket. If you’re encountering this issue, please reach out to Shane D. here, and he can update your account and hopefully fix the issue. As always, let me know if you have any other questions!
  25. Hi @tommygun, Thanks for reaching out! As DTLow mentioned, it sounds like you're running into a specific login issue. In this case, I've updated your account to try and fix the issue. Please retry opening a support ticket and reach out to me via DM if you are still unable to do so. @TymB I'm sorry to hear you're also having issues with support chat. I'll investigate on my end to try and determine what could be causing the issue. In this case, I'll reach out to you via DM to get more information.
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