Availability

We provide support from Monday till Friday from 10 AM till 5PM CET (UTC+1 or UTC+2 during Summer). There is no support available on weekends and holidays.

Reply Time

Depending on the complexity of your support issue it's usually between a few minutes and 48 hours. When we expect longer delays we will notify you.

What we support

Support is available only for the PRO versions of our software & only to users having an active subscription (no exceptions*! If your subscription has expired, then we won't provide any support). Support is also available for users of our services. As a general rule of thumb - the more details you provide about your issues, the higher your chances of getting support are. Whenever possible add screenshots & give us a link to a page where we can observe the issue.

^{* Except for the FREE LoginSecure Framework which is mandatory for our PRO extensions.}

Full Support Policy

LoginSecure Slideshow: Why do I get a mobile detect message instead of the slideshow?

The LoginSecure Slideshow extension requires Mobile Detect to be loaded to run. This is to ensure that mobile users can receive other media than desktop users. Usually, this media is lighter and therefore saves the mobile user bandwidth and increases your website's speed. But this obviously depends on the media files you select for mobile/tablet users.

When Mobile Detect is not enabled in our framework or detected then it will display an error message like:

We detected that Mobile Detect is not enabled on your website. Please enable this inside the LoginSecure Framework or other third party application.

When you receive this message please enable Mobile Detect into the LoginSecure Framework. See this knowledge base article for information on how to enable Mobile Detect (https://loginsecure.eu/helpdesk/knowledgebase/view-article/57-how-to-enable-mobile-detect).

In case you don't have the framework installed then please go ahead and install it, it is free and adds a lot of extra functions that can be extremely useful. You can download the framework here (https://loginsecure.eu/extensions/loginsecure-framework).

What if I already have Mobile Detect loaded via a third party application?

If you are still receiving this message while you have mobile detect loaded via another application then please create a ticket and include this third party application so that we can take a look at making our extension compatible with it. We are not promising that we adapt our extension but we sure are going to look if it is feasible. We will keep you up to date.

In the meanwhile please disable the third party loading of Mobile Detect (do this only if nothing else depends on this third party mobile detect on your website) and use the one from our framework instead. See this link for more information.

KB Article: https://loginsecure.eu/helpdesk/knowledgebase/view-article/73-loginsecure-slideshow-why-do-i-get-a-mobile-detect-message-instead-of-the-slideshow