I only have a few days left in my trial, and have been waiting for 5 days now to get access to Phone, which should have been present since the start of the trial. Multiple follow up messages and emails and I’m being completely ghosted -- how long does it take to get support here?
Answered
How long does Intercom take to get back to trial customers?
Best answer by mateusz.leszkiewicz
Hi
I’m really sorry you’ve had to chase this, especially with only a few days left in your trial. I can see how frustrating that feels.
To clarify what Diana shared: Phone on trial comes with a limited pool of credits. Once those are used, calling is paused until the account is upgraded. From what we can see, those Phone trial credits have been fully consumed, which is why access is currently restricted.
A senior agent has now taken over your Intercom conversation and will work with you directly there to get this sorted. If anything is unclear, feel free to reply here and I’ll keep an eye on it.
+4I’ve had very good experience as a customer, with trials as well. I would request a customer success rep, or someone to get on the phone with you for account support. Maybe a rare case where your messages fell through the cracks by mistake?
You could ask about extending the trial due to the delays as well. Intercom has been amicable, as long you’re respectful and kind as well 🙂
All that to say, sorry for the hassle, and hope you find the info and help you need!
+3- Leading the Community @ Intercom
Hi
Based on the feedback I received, you have used their trial credits for phone, therefore, to get access you’d need to convert to a paid subscription.
A team member will follow up with more details on that
Diana Tripac | Senior Community Program Manager
+7- Intercom Team
- Answer
Hi
I’m really sorry you’ve had to chase this, especially with only a few days left in your trial. I can see how frustrating that feels.
To clarify what Diana shared: Phone on trial comes with a limited pool of credits. Once those are used, calling is paused until the account is upgraded. From what we can see, those Phone trial credits have been fully consumed, which is why access is currently restricted.
A senior agent has now taken over your Intercom conversation and will work with you directly there to get this sorted. If anything is unclear, feel free to reply here and I’ll keep an eye on it.
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