Official support question

[SirMatthew KC]

I couldn't find the right thread for this. Sorry if I missed one.

Am I supposed to get an email confirmation after I submit a support ticket? I submitted one either three or four days ago and I've not heard anything. Not even an automated response. Is there a way to check if it was received? I didn't want to submit it again if support was a bit backed up, that would be just adding to the problem.

Thanks

[Tiger]

Originally Posted by SirMatthew KC

I couldn't find the right thread for this. Sorry if I missed one.

Am I supposed to get an email confirmation after I submit a support ticket? I submitted one either three or four days ago and I've not heard anything. Not even an automated response. Is there a way to check if it was received? I didn't want to submit it again if support was a bit backed up, that would be just adding to the problem.

Thanks

Hi SirMatthew KC,

You get an automated response after sending the ticket in which has the ticket details in it and that usually arrives quickly and the same day. When support has had time to look at the ticket and investigate, that reply to you is the one that can take longer depending on how busy they are.

The usual culprit for not finding those emails is that the email has been marked as spam or junk by your email provider so can be sent to you spam/junk folder of emails instead of your inbox. Ideally you would need to check there the day that you sent the ticket in as various email providers can automatically delete what's in that folder after a set amount of time.

I can see that Support has recently looked at your account so they should have replied to you. Check your spam/junk folder just in case it has gone there and is still there. If it's not there let us know please.

[SirMatthew KC]

Thanks! I'll do that.

[SirMatthew KC]

Odd. I had other messages from them in the past in my regular inbox but the last two went to spam! Thanks.

[Tiger]

Originally Posted by SirMatthew KC

Thanks! I'll do that.

Originally Posted by SirMatthew KC

Odd. I had other messages from them in the past in my regular inbox but the last two went to spam! Thanks.

You are welcome SirMatthew KC, thank you for letting us know you found them.

If you wish you can also see if you have an option to mark those emails as a safe sender and that should help them not end up in spam/junk.