Fixes and issues - an update for members, September 2020

3 minute read time.

Hi everyone,

We want to say a huge thank you for your continued feedback and your patience since we upgraded the Community.

We have been escalating all issues that have been reported and we are listening to all of the feedback we’re receiving. It has been really helpful for us to understand how you feel the site is working and what we can do to improve.

We know the Community is a lifeline for many of our members and we know how important it is to be able to reach out to get support.

Below is an update on where we are with some of the issues on the site. If you have any questions about the below then please don’t hesitate to get in touch with us on

1. Email notifications temporarily disabled

Last week, we had to temporarily disable email notifications. This is because we had reports of email notifications being sent out multiple times to single users.

We are still investigating what caused our email notification to be sent out multiple times. However, we have now been able to re-enable email notifications. If you continue to have any problems receiving these, please do let us know.

2. Private Messages

We are aware that there are a few different issues when it comes to using Private Messages. These seem to be most present when using a small screen size.

We have identified a fix for some of these issues which will help with spacing on the page and should mean that PMs are easier to use.

This fix is in the form of something called a ‘burger’ menu. You can see how this looks below:

 Image of the Community homepage with a new menu icon circled in red

As of tomorrow, 29th September, this will be present across the whole site when using mobile.

All other PM issues are continuing to be investigated.

3. Being unable to upload images in certain groups

Some users are reporting that they cannot see an upload option in some groups when wanting to upload an image. We’ve included a screenshot below of what this looks like.

 Image of the upload an image screen. Image on the left has no 'upload' option. Image on the right has an 'upload' option. 


We believe this is related to a permissions issue. We have a suggested fix for this and we are going to test this in our testing environment. If this is successful, we will release this fix on to the site.

4. Reply button not fully responsive

Sometimes the reply button doesn’t work as it should – when users select ‘reply’ the text box does not appear. This issue is intermittent and has been difficult to investigate as we cannot always reproduce it.

We have had to refer this issue to another team for further investigations.

5. Time stamps are off

Time stamps are currently off by an hour – this is most noticeable when using PMs. This can be resolved by changing your personal settings. However, we are investigating a fix for this where we can make this change on a site-wide level. This means users won’t need to change their settings individually.

6. Groups list and friendship list – not displaying all items

This is an issue when users go to their profile and look at their groups, or their friends, and they cannot see all of their groups or friends.

It is still under investigation. We have a temporary workaround for this which means users need to scroll to the very bottom of the page and more friends will be loaded.

We hope the above is useful, and gives you some further information about where we are with some of these issues.

Please note this isn’t an exhaustive list of everything we’re working through. We will provide more information soon.

Best wishes,


  • Thankyou for the update, for all the work you have done and continue to do, but mostly thankyou for being here and providing a place for us all meet.

  • I’ve just logged in and see no ‘burger menu’ on my phone.....

  • Hi , we're making these changes now and you'll see the burger menu shortly.

    Best wishes,


  • Hi Ellen thanks for info with regard image upload on my iPad and mobile it is a icon after paragraph ,which when you click option appear.

    Again it will be there one minute then disappear not to reappear for days 


    Options showing .


  • Hi Ellen

    Thank you once again for the update. You must be really fed up with the problems and you must feel that you are under attack much of the time. How long has this been going on for? For me, I am disappointed that still there are the same issues with the site. I am still receiving multiple notifications that a member has sent a new post to the Room, yesterday I received 3 notifications for a new post which turned out to be one from the 16th September. That particular post has been notified to me almost daily since then, yet I am not being notified of new, properly new, posts in that thread.

    It's only when I go to the discussions page that I find some, but not all. Now, if it had not been explained to me a month or so ago, I wouldn't even know that there were new posts at all. There were times when I thought no one was posting at all! Why can't there be the word "discussions"  as in the old site, that we could click on. Surely everyone likes a simplified way to find discussions, not the current method which really is nonsensical.

    That's enough for now. Now to actually post this on the site! I'm concerned because as I'm writing this email, the message at the top of this comment box states 0 members are here!