I've requested support but have not received a reply

Problem

A support ticket has been opened but you have not had any response.

Solution

Depending upon the type of support you currently have - Standard support or Premium support - response times differ.

When a support ticket is updated by one of the Support team the user is sent an automated email indicating that they need to check the issue. From experience it would seem that not all users are aware that they need to keep checking the online ticket for responses from the Support team. It has sometimes been the case that users are left unaware of ticket updates because their anti-spam software and/or firewall blocks the automated emails sent to them.

If you open a support ticket and do not receive a response of any kind within the time periods specified above, please check your spam filter and/or firewall to see if our automated emails are being held back.