Non answers from support for 3 months

Ask the community
1

Hi!
I’ve sent a few requests since Feb and haven’t got any answers back. How else the support team can be reached?
Community manager, I need you please :smiling_face_with_tear:

2

Hey @Victoria6, thank you for reaching out and apologies that you’re having issues to reach out to our support team!

I’ve checked your tickets and saw that you’ve sent us an email in February and in May and for both tickets you’ve received a response from our support team. Your ticket numbers are #995241 (May) and #910974 (Feb).
Could you please confirm if you received the response? If not could you send me your email address via DM? Happy to check if you’re awaiting the response to a different email address.

Also, our support team usually takes up to 24 hours to reply back to emails - tends to be quicker than that in normal circumstances. However, please be aware that we are facing increased contact volume that’s why there is a delay.

Thank you in advance!

3

Hi Gayani_S, thank you for the response!
Going to DM.

4

Thanks @Victoria6, just sent you a reply!

5

Hi Gayani_S!

Any updates? :slightly_smiling_face:

6

Hey @Victoria6, I’ve sent you a response via DM, please take a look when you have a moment.

Thanks,
Gayani

1 Like
7

Hi @Gayani_S

Any updates? :slightly_smiling_face:

8

Hey, I’ve reached out internally to see if we can manually verify your second email address. Will get back to you as soon as possible. In the meantime if possible, please check if you can access your first email address and see the response you received from our support.

10

Hey @Victoria6, I haven’t heard back from you yet. Let me know if I should take the second steps I’ve suggested in my DM.

Thanks,
Gayani

11

This is standard operating procedure for Figma.

When you DO reach someone they will require you to create a video of your issue before helping you.They may likely tell you that “it is working as designed.” Also they may very well make you feel like you are doing everything wrong.