If the Community is stumped by your question or if you have an account specific issue, then it’s time to contact our super-knowledgeable Moderator Team.
Here’s when and how to contact the Moderator Team:
When are Moderators available and how long till I get a response?
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.
Moderators are available:
How do I know if a Moderator has looked at my question or responded?
Once a Moderator has opened your support ticket, they’ll send you a private message asking you to authenticate your account information. You will need to provide your account number and PIN to validate your account information. You can find this message by clicking on the envelope icon.
If you have not changed your account settings since creating your Community account, you will automatically receive email notifications when someone has sent you a private message. To modify this, just click on your Community avatar, then on ‘My Settings’, then navigate to the ‘Preferences tab’, then select ‘Private Messenger’ and checkmark the box beside ‘Receive email notifications for new private messages”.
Are there any questions that always require a Moderator?
There definitely are, and here are some examples of when to contact Moderators directly:
To learn more about our Community, click here.