Forum Discussion

RyanEMuise's avatar
RyanEMuise
Active Contributor
14 days ago
Solved

Missing Function: Switching between Classic and New Experience

The ability to switch between the classic and the new version is missing. I am in the dashboard, and the "Join Options" section is just gone. I sued to be able to switch between the classic and new at will, I was doing so for testing, we want to switch all employees now to the enw version but suddenly the function is missing. 

I found some troubleshooting suggesstion which said that the admn may ahve disabled it, I am the admin, didn't disable anything. And if I have accidentally I cannot find a way to enable this feature.

  • KateG's avatar
    KateG
    13 days ago

    Hi RyanEMuise​ 

    The team has made an update to your account. Can you check if the option has returned? It would be helpful to know if this has been resolved, it's not expected behavior. Thank you. 

4 Replies

  • KateG's avatar
    KateG
    GoTo Manager
    11 days ago

    RyanEMuise I appreciate this feedback, I hear you, spending an hour and half to get this functionality back is not how anyone should spend their day. 

     

    I'm not sure why this happened to your account. The option to take away the ability to move to the new app has not been taken away, our product manager noticed that there was a flag that needed to be updated. This may have happened due to a product swap? Did that happen recently?  

     

    We are reaching out to the escalation agent to share this feedback and provide education on how to handle this situation should it happen again. Thanks for taking the time to report this to us. 

  • RyanEMuise's avatar
    RyanEMuise
    Active Contributor
    13 days ago

    Indeed the option has returned and I've made the switch successfully. Thank you for your help.

    I would like to take a moment to recommend making some changes to first line phone support, when I finally spoke to someone after a 30 minute hold, they were unaware of what I was talking about and I had to walk them through the issue and provide them with some support for the first 20 minutes of the call before they began to actually help me with this issue (which ultimately just resulted in escalation to tier 2 support) I appreciate your help in resolving the issue, but I spent an hour and 20 minutes on the phone with your support that led nowhere, it was not a great way to spend time yesterday.

  • KateG's avatar
    KateG
    GoTo Manager
    13 days ago

    Hi RyanEMuise​ 

    The team has made an update to your account. Can you check if the option has returned? It would be helpful to know if this has been resolved, it's not expected behavior. Thank you. 

  • KateG's avatar
    KateG
    GoTo Manager
    13 days ago

    Hi RyanEMuise​ Nice to see you. 

    I'm not sure why you aren't able to see the option to switch is missing, I'm not able to replicate and still see the option there. 

    I do see that you are currently working with a support agent who has escalated the case to get you switched to the new version. Thanks for your patience and I'm sorry for the inconvenience. 

    If you have more feedback or questions, let us know.