Hello Phil, I’d like to notify you that communication via crisp has simply broken down altogether - it is impossible for me to communicate with you either through the chat facility (messages fail to send) or through email (your address isn’t recognised). I have zero problems with my high bandwidth connection, and when I try to send you an email, I am only hitting the reply button to a previous email of yours (not typing your address). My last successful communication with you was on 23 January this year, and even then, when I tried to reply by chat and then by email, neither message would go through. Prior to that I had lost many queries (and a couple of error reports) on chat, going back at least to November 2024. Be aware that if you reply by email, then the chances of me being able to reply to that are probably zero. The company “crisp” which you use as the platform for both chat and email simply doesn’t seem to be providing any service, and my confidence in HanziHero is greatly reduced. Thank you.
Hi! Welcome to the forum 
Sorry to hear about your experience using the chat/email of Crisp. This is the first time I’ve heard of someone having troubles with it 
You are always welcome to reach out through hello@hanzihero.com – this is a separate email provider we use, unrelated to Crisp. Bug reports and other things are welcomed on the forum too I’ll see if I can configure the email in Crisp to use this other email provider instead of their own stuff, if that’s possible.
Thanks for letting me know about this! – we may have to look into alternatives to make sure queries aren’t getting lost.
What browser do you use? Do you happen to use an ad blocker or any other sort of extension that may alter/block things within a window? I wonder if that may be a partial cause.
Hello Kevin, I use Firefox on an Apple desktop; both the browser and operating system are recent versions, so there’s nothing out-of-date to cause compatibility problems.
HanziHero has been working without problem in Firefox except for the chat facility. My ad blocker acts by preventing unsolicited pop-up windows from appearing, and it always tells me when it blocks a window. But that’s not at all the problem I have here. The chat window always appears instantly when I press the button at the bottom right of the page. The problem only arises once I’ve written the message and try to send it. A rotating symbol appears for about 10-20 seconds and then tells me that the message couldn’t be sent.
I have a fast and completely reliable internet connection that allows me to cope with hitchless Zoom meetings that use various extras, so the connection isn’t going to crumble under the weight of a message that’s only a few kB in size. In the time since my subscription (late October 2024), I’d say that my chat messages have gone through no more than 5% of the time (I’ve usually tried several times over the space of an hour before giving up).
As I said, the HanziHero email address that used “crisp” was also problematic: I haven’t been able to reply to it since Jan 23 this year, because the address isn’t recognized (even though it’s the address that Phil uses - the email problem is only in one direction). I use gmail, but that’s not even relevant, since the recognition or non-recognition of email addresses is external to the email app. Phil gave me an alternative, non-crisp address today, and I’ve also acquainted myself with the forums, which I previously hadn’t used because I was asked to log in even though I was already logged in on the HanziHero site - I see now that users have to log into the forums separately for some reason.
This is a quirk of the Single Sign On implementation within Discourse. I would agree that it isn’t the most intuitive onboarding experience for the forum, as it’d make more sense for you to already be logged in to the forum if you’re logged into HanziHero. It doesn’t help one only sees a “log in” button rather than “sign up”, but I’m not sure if there’s a way to improve it 
EDIT: I did look into this a bit more and I think there’s a way to have one auto-login when they click on a “Community” link anywhere in the HanziHero application. Perhaps something worth exploring 