Support reaction time

[st3ppa]

Hey people,

 

How long do you normally have to wait in order to get a reply when you send an email to support @stake ?    

Send out an email last week Sunday 10th of December and haven't received a reply.

Send out out an email to recovery @stake 21st of NOVEMBER!!!  and 0 reply.

 

Interesting support. Beginning of November this year, I was able to contact livesupport, but for some reason I don't get that option anymore (probably blocked me), so I have to use old skool emails.. 

[SanjaT]

Hello @st3ppa,

Thank you for reaching out to us.

Could you provide us with your Stake username please?

Kind regards, 

@SanjaT

[st3ppa]

3 hours ago, SanjaT said:

Hello @st3ppa,

Thank you for reaching out to us.

Could you provide us with your Stake username please?

Kind regards, 

@SanjaT

same as my username on this forum: st3ppa

Edit: Didn't send an email under my current registered email, since I requested an email change. So won't find anything there.

[Momoxou]

I got a response in less than 10 hours 

[st3ppa]

Just now, Momoxou said:

I got a response in less than 10 hours 

Nice!

When I was still able to contact live support almost 2 weeks after my email was unanswered, they just told me to be patient...

[Momoxou]

1 minute ago, st3ppa said:

Nice!

When I was still able to contact live support almost 2 weeks after my email was unanswered, they just told me to be patient...

I think it depends on the subject at hand. sorry for you

[st3ppa]

16 minutes ago, Momoxou said:

I think it depends on the subject at hand. sorry for you

Trying to change my email address of my account, but either way 2 weeks is way too long for that ti get an initial reply. And until this day (almost 1 month further) I haven't gotten any reply yet.

It's just absurd.

[Brzk]

The icon with the headphone dissapear of Your screen? Did you try in other browser/os?

[SanjaT]

Hello again @st3ppa,

my apologies for the delayed answer.

We see what the issue is, but you have to send an email to [email protected] again.

Let me know if you need additional help.

Regards,

@SanjaT

[st3ppa]

7 hours ago, Brzk said:

The icon with the headphone dissapear of Your screen? Did you try in other browser/os?

Oh no, the headphones appear just fine. For some reason I just don't have the option of livesupport anymore... Also when I click on the  I don't get that option..

I even downloaded another browser, but the same issue.

2 hours ago, SanjaT said:

Hello again @st3ppa,

my apologies for the delayed answer.

We see what the issue is, but you have to send an email to [email protected] again.

Let me know if you need additional help.

Regards,

@SanjaT

I just resend my email. Lets see what will happen.

[xia15]

Like no reply at all?

[st3ppa]

20 minutes ago, xia15 said:

Like no reply at all?

Been trying to change the email address of my account, so I send recovery an email, with the new email address. (1 month ago)

No reply (4 weeks ago)

I contacted livesupport (when I still could) and they heard from recovery I guess that they never received the email (Even though it was just a gmail account, so seems weird) So they asked me to use another email. (Didn't had one so had to create a new email just for this).

I created a new email and send the email to recovery again and with help of livesupport, I instantly got a reply back from recovery, with a form I had to fill in. (3 weeks ago)

 

I filled in the form and send it back to recovery (3 weeks ago) 

No reply (1 week ago)

 

I contacted livesupport and they just told me to wait (1 week ago)

 

I send an email to support to ask why it was taking so long (last week)

No reply (today).

 

So pretty much until now the only reply I got in these 5 weeks was a standard form that I had to fill in.

I filled in the form but it's by far not accurate anymore lol..

 

[Brzk]

Oh, I touhgt that it could be a cookies bug that make it dissapear. 

Now Just the answer for email or @SanjaT can help you I think.

 

Good luck bro

[ceejayestrella]

i think they are escalating it to the higher ups thats why it takes too long to respond.

[st3ppa]

7 hours ago, ceejayestrella said:

i think they are escalating it to the higher ups thats why it takes too long to respond.

For an email change??? I don't think so!

 

Update: 53 hours after I resend them an email... of course...

 

No reply.

[SanjaT]

Hello again @st3ppa,

my apologies for the delayed answer again.

There is an issue with your email provider. You have to contact our Support team again, but from different email. Please try to use gmail/hotmail/outlook, or similar providers.

Thank you for your patience.

Kindest regards,

@SanjaT

[st3ppa]

11 hours ago, SanjaT said:

Hello again @st3ppa,

my apologies for the delayed answer again.

There is an issue with your email provider. You have to contact our Support team again, but from different email. Please try to use gmail/hotmail/outlook, or similar providers.

Thank you for your patience.

Kindest regards,

@SanjaT

Ok, interesting....

On the 14th of November I send an email out to Stake recovery: 

After a week of getting no reply, I contacted livesupport (when I was still able), they told me to use another mail provider, so I had to make another email account elsewhere (As stated before).

So I made another email address and send them the email after receiving the form (to change email address for Stake account)

First email I send through Gmail (as you can see on the first screenshot)

Afterwards I send my emails with Outlook (my new email address)

.......

 

[SanjaT]

Hello again @st3ppa,

please send an email to [email protected], not to [email protected], and the team will assist you further  

Thank you!

@SanjaT

[st3ppa]

13 hours ago, SanjaT said:

Hello again @st3ppa,

please send an email to [email protected], not to [email protected], and the team will assist you further  

Thank you!

@SanjaT

Hi Sanja,

 

I did that on the 12th of December already and got 0 reply, that's the reason why I decided to start this post. (See screenshot below)

 

After that you told me to send them another message, which I did on the 16th of December.

See screenshot below:

[SanjaT]

I've just forwarded this to our Support team again. Your e-mails sent from outlook.com have never been received.

Could you please try sending an email to the [email protected] from another e-mail? 

If you could try sending an email from gmail.com, that would be the best.

Your patience has been greatly appreciated, thank you very much.

Please let me know here if you need additional help.

Regards,

@SanjaT

[st3ppa]

2 hours ago, SanjaT said:

I've just forwarded this to our Support team again. Your e-mails sent from outlook.com have never been received.

Could you please try sending an email to the [email protected] from another e-mail? 

If you could try sending an email from gmail.com, that would be the best.

Your patience has been greatly appreciated, thank you very much.

Please let me know here if you need additional help.

Regards,

 

@SanjaT

Here you go.

[st3ppa]

At the moment I'm having quite quick replies from support, but so far since my last message on the 21st, I received the form from Recovery to fill in again (on the 23rd) filled it in and didn't get anything back from them again...

[SanjaT]

Hello @st3ppa,

please allow the Recovery team some time to look into your case. Anyways, I'll forward your message further just in case.

At least you got in contact with our teams again.  

Thank you for your patience!

Kind regards,

@SanjaT

[st3ppa]

On 12/28/2023 at 12:34 AM, SanjaT said:

Hello @st3ppa,

please allow the Recovery team some time to look into your case. Anyways, I'll forward your message further just in case.

At least you got in contact with our teams again.  

Thank you for your patience!

Kind regards,

@SanjaT

The issue finally got resolved after 1.5 months thank you!

Topic can be locked.