topic Re: Support in Get Support

Support

deanprosser — Wed, 23 Nov 2022 13:48:50 GMT

Does anyone know how long it usually takes support to contact you after submitting a ticket? I need to change my self serve email so I can update a credit card to resume service and have not heard back for an hour (they mention 30 min) so was just curious if anyone has had success with reaching out via ticket? Thanks!

Re: Support

Outdoorsman — Wed, 23 Nov 2022 13:54:24 GMT

@deanprosser hi depending on how busy they are it can be a half an hour up to 48 but that is unusual , just check your community envelope for a response

Re: Support

deanprosser — Wed, 23 Nov 2022 13:55:39 GMT

Thanks for the response!

Re: Support

Psygineer — Wed, 23 Nov 2022 13:58:30 GMT

When I changed the email on my mother's account about a week ago, I assumed it would take quite some time. I submitted the ticket and started watching a movie. When the movie was over I checked to see if there had been a reply yet and it turns out it was about 15 minutes later and they sent a text to verify her identity. Responded to the text about 2 hours after they sent it, and about 20 minutes later they responded and changed the email. So if you skip the 2-hour gap that was my fault, probably would have turned it around in about 20 minutes. That was during the day, sent around 1PMish eastern on a weekend.

It all likely comes down to work volume and perhaps a priority queue. Changing an email would likely fall lower than getting someone's service working.