Is customer support offline?

[Maryia88]

A request I've made on Help (while logged in my account) remains unattended, the status was never changed from "New", it's been 3 or 4 days now. Meanwhile, I heard of a friend in China who can't fill tickets/create cases through his e-mail (as a guest) because he gets a "Support is Offline" everytime he hits "Submit" (and he's been trying for a week if not more) :matte-motes-stress:

I'm wondering if Customer Support might be offline? If so, would anybody know what happened? Is there any prediction of return?

PS: I apologize if this is not the right section.

Thanks for your time

Best regards.

Edit: I contacted my friend and he isn't trying live chat, given he isn't a premium user. He's trying to submit a ticket using a guest e-mail (I assume it's related to accessing his account)

[Freya Mokusei]

I don't know anything about problems from China, nor why your issue wouldn't be looked at. You could make sure it's categorised properly.

But there's nothing in the Official Status Reports about Support going offline. They're often just not very effective.

[Alwin Alcott]

Support is offline sounds to me as if your friend is trying to contact live chat... and that's indeed not available 24/7, so i wouldn't be surprised your times zone doesn't match that schedule...

 

Waiting ofr a few days is pretty normal, for sure when there's a weekend in it. Also think about the time zone, the time you post it, it can be night in the US, so they won't look at it the first 12 hours... so for you it will be one daytime gone, while they didn't even start working.

 

If you need support and it's not about personal account issues or details, it can be a lot quicker if you post your question in the Q & A section.. Just be sure not to post personal info. If the Q&A doesn't give a suitable answer you always could scale up to official LL support.