Where did my support go?

sarasanangelo

I'm trying to email you guys and the help center just gives me the community tabs and knowledge base, etc.. I can't see any of my tickets and don't know where the chat tab went. Please help.

Sara

Mark_P

sarasanangelo Thanks for reaching out. As you are an Access Now publisher, we cannot provide support to you over ticket or live chat at this time.

As you grow you will gain access to more custom support options based on your level.

sarasanangelo

But I put in support tickets all the time. I had an issue fixed yesterday. I'm a Premium member.

Aubrey_

This is a recent update in our system. Access Now publishers will now be receiving support here in Community. When you move up to Level 1, you will be able to open tickets.

sarasanangelo

Huh, ok. How do I go about getting someone to check my Leap settings? My website is running slow on the Leap metrics.

Heather

sarasanangelo Hello Heather here I hope you are well. I have taken a look at your Leap settings and the first thing to do to help your Leap scores is to remove or replace as many of the Recommendations as you feel comfortable to do. Once you have done that please do let us know and we can then move forward from there for you. many thanks

sarasanangelo

I know about the recommendations. Thing is they have always been ridiculous. according to you all I can't put a youtube video on my site without it conflicting with the Leap settings. I am concerned with the last few days. I have requested a recalibration but it is going to take 14 days. It sounds like you all want me to fix this myself. I would really like my one one one support tickets back.

Heather

sarasanangelo The Recommendations are for plugins and theme features on your site that impact your sites core web vital scores. The area where we show the potential conflicts with Leap are separate in the top right hand corner of your Leap dashboard. https://pubdash.ezoic.com/leap/measure/overview

The reason why we flag You Tube is because each embedded video loads 10 or more requests and the player downloads almost 1mb of data without playing the video. It is recommended to turn on the 'Lazy Load YouTube Videos' setting located under Content section in Leap Settings. Or where possible change to Humix videos or You Tube Lyte plugin.

Whenever you add anything to a website page - whether it's images, text, video, additional fonts, themes or plugins they all impact your sites core web vitals in some way. Leap gives you the opportunity through the Recommendations to be able to see which of these are having the biggest impact on your scores and offers fixes and suggestions so that you can choose other options that are going to have a lighter impact on your websites core web vital scores.

Ezoic's approach has always been one of Publishers having complete control over the settings and empowering you to make the changes to your site yourself. We are of course always here to help you so that you have the support that you need.

Once your site reaches 10,000 visits in the previous month and has a minimum monthly revenue of over $50 your account will then be moved to Level 1 and you will have access to tickets and live chat again.

Heather

I can see that you have another thread open about a similar topic. I'll answer your concerns below and then close that thread down so that you have the answers to your questions in one place to make it easier to refer back to.

I can understand that you are concerned about the length of time it takes to re-optimize the Leap settings and your worries that this may impact your first page rankings. Google has said that the main ranking factor for sites is around relevance and that the core web vital scores will only play a very small part in determining ranking factors in the result of a tie breaker. You can read more about this here: https://www.searchenginejournal.com/ranking-factors/core-web-vitals/#close

For your site you have 4 out of the 6 scores green and the other two in Amber. It looks like the scores started to drop from May 5th - can you remember back what changes you made to your site or theme around then?

In terms of Premium the benefits of Premium can be found in your Ezoic dashboard here: https://premium.ezoic.com/premium/plans

For the plan that you have chosen this is the benefits that your account receives

Estimated Premium revenue
Access Premium advertiser campaigns for your site
Advanced Ad Reporting
Ezoic Analytics API
NicheIQ - Topic Suggestions (500 suggestions per week)
NicheIQ - Tag Tester (unlimited tests)
Flickify (100 Videos per month)
Managed user functionality

sarasanangelo

I installed the Google Web Stories plug in. That's pretty non-negotiable so hopefully you guys can figure it out.

Sara

Heather

sarasanangelo Thank you for confirming this, so it sounds like the Google web stories plug in is what is causing your core web vitals to drop.

If you would like to keep this plugin the next steps are to look at the other plugins / theme elements on your site with the Recommendations in your Leap overview and remove or replace the ones which you do feel comfortable to remove.

This will help to improve your sites core web vitals and could offset the impact that the web stories plugin is having on your website.

To find alternatives click on the view alternatives button and you can then read through each of the suggestions that Leap has for your site and then remove the plugin / theme element and install the other plugin theme element that you have chosen.

Alongside this we would recommend installing the Ezoic CDN manager which will automatically clear your sites cache for you every time you make the smallest change to your site. This will help your sites cache hit rate which will in turn help your sites core web vital scores. The instructions on how to do this are here: https://support.ezoic.com/kb/article/how-can-i-set-up-the-ezoic-wordpress-plugin-for-cdn-management

Once you have done this we then recommend waiting for two weeks to see what impact this has and then if you do have any further concerns please do come back to us and we can then go from there.

sarasanangelo

Ok, thank you.