Can You Recreate What Happened?

Robert Merrill
Aug 24, 2017 · 3 min read

I just submitted a help ticket to Roboform Support. Roboform is the password management application I use. I am trying to add a credit card entry for easy-form-filling later.

I’m on a Mac. It’s clear from the online help, they like PC users more.

I thought it would be helpful to recreate the steps I took when experiencing the problem:

=-=-=-= -=-=-

Support,

Every time I want to add a credit card to roboform on my mac, I get frustrated because I cannot for the life of me figure out how to do this.

I have an identity. It has several credit cards inside it. I want to simply add a NEW credit card entry. I am completely baffled at how to do this.

- I scroll up and down in the credit cards sub menu, looking for an “add” or “copy” function like the PC online documentation seems to show. Nothing.
- I try selecting all the various elements of the identity and check the roboform top-of-screen menu for a clone, copy, add new or anything functionality. Nothing,.
- I get excited about the “Clone” command!
- It just clones the whole identity.
- I edited one of the credit card entries hoping I could drag and drop it to the old identity!!
- That does not work
- I consider exporting my roboform library, figuring out whatever file format it uses, and then editing it, then re-importing it, and hoping I can copy the credit card info into the same identity.
- I think “there’s GOT to be an easier way than that!”
- How the heck did I get all those OTHER credit cards in there??
- Why is it so hard to figure this out every single time I want to add a card?
- I check online help.
- Everything I find there is for PC, and the UI on MAC does not seem to replicate.
- I try holding “CTRL” and clicking every element to see if a pop-up menu shows up. None do.
- I try holding “FN” and clicking every element to see if a pop-up menu shows up. None do.
- I try holding “option” and clicking every element to see if a pop-up menu shows up. None do.
- I try holding “FN+option” and clicking every element to see if a pop-up menu shows up. None do.
- I try holding “COMMAND” and clicking every element to see if a pop-up menu shows up. None do.
- I briefly consider the mental image of smashing my macbook on the ground.
- I recall the cost of this computer and reconsider above mentioned mental image.
- I recheck online help. Nothing.
- I log into roboform online thinking “maybe there’s a functionality in there to add a credit card!”. There’s not.
- I briefly consider never using credit cards again.
- I start researching LastPass and OnePass.
- I dont REALLY want to move from roboform since I’ve been using your tool since college (20 years ago?) and I’m pretty much invested.
- I wade through all the “are you sure you want to submit a request” screens on the website.
- I check a few more online help files just in case I missed the holy grail. Still not found.
- I reset my online help password, wondering why THAT password, of all things, wasn’t saved in my Roboform.
- I write all this detail hoping that
>> a: Someone there will have mercy on me.
>> b: Someone there will put something valuable about this ONLINE so that next time I forget in a month or something there will be documentation for MAC credit card additions.
>> c: Someone will figure out that whatever insanely clever method for adding this credit card entry on a MAC is NOT working and needs some additional UI elements so that dummies like me can figure out how to do this without repeating ALL these prior steps.

Please help. I am begging you.

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Robert Merrill

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Helps you hire smarter, faster, and better. Let’s get to work. ConnectedWell.com; Twitter: @AskRobMerrill; People First Leadership: http://bit.ly/pplfirstldrs

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