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:
Verifying that you’re the account owner
When you privately message a Moderator about a question that requires you to verify that you are the account owner, they will reply with a unique link to a secure online form. When you click on this link, you will need to provide either your Public Mobile:
After you’ve provided the information to verify that you’re the account owner, please reply to the existing private message thread you have with our Moderator Team, and they will provide you with full support.
Here are some examples of when you will need to verify your identity before a Moderator can help you:
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?
You can find out whether a Moderator has responded to your private 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.