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No support response for over 6 hours

  • April 2, 2026
  • 1 reply
  • 18 views
K

I’m writing this because I’m honestly frustrated with the current state of support. I’ve been waiting for a response to my inquiry for over 6 hours now, and it’s been complete silence.

When choosing a service like this, the most important factor is knowing that someone is there to help or assist when issues arise. If questions go ignored for a quarter of a day, it makes me wonder why we should continue using this service at all.

Has anyone else experienced these kinds of delays lately? Is this the new standard, or am I just "lucky"?

1 reply

Trevor
Innovator ✨
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  • Trevor
  • Innovator ✨
  • April 2, 2026

For non-critical issues, I typically hear from a rep within 24 hours every time. 
For critical issues, (I haven’t had many at all over the last 4 years), I typically get responses within or around 4-6 hours. I’m based in the US, Eastern Time which may have something to do with it too, not sure. 

In my experience, the team does do a great job at following up, creating tickets, and getting to issues/bugs/requests consistently for me. But I do find that it’s pretty difficult to talk to someone in very quick turnaround if you don’t already have a communication path. 

Trevor Kimball | Support Team Manager
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