Support response time in General Discussion Forum Posted April 15 15 minutes ago, Rolig Loon said: It's been my experience that the LL support system works somewhat like a hospital ER. They prioritize support cases as they come in, putting "urgent" ones at the top of the list and setting ones that can wait farther down. As Adam says, then, their response time depends on how long the queue is and whether your case is more demanding than the next one on the list. After normal work hours and on weekends there are fewer people answering support cases, too, so they tend to focus almost entirely on things that can't wait. I have rarely had a case stay open more than a couple of days, but then I have rarely submitted a case until I was sure that I couldn't handle the problem myself. However, having served this Answers forum as a regular for over a decade, I know that some people -- (not you, but some people) -- will come here with annoyances that are little more than the technical version of a hangnail. If many people are submitting those sorts of issues to the LL support system, they will slow down the queue and make it harder to deal with everyone else. As Adam suggested, it's often quicker to just pick up the phone and call the Billing Office if you have a question about your account. They won't deal with other types of issues, but I have found them very helpful when I have had questions about my account balance or billing status. The billing team is available from 6am to 3pm PST, Monday through Friday. Call toll-free in the US/Canada: 800-294-1067 or 703-286-6277. I Understand that, with most companies support works that way. My case of not being able to login to the marketplace and managing my store could be considered as 'urgent'. Luckily I don't have sales going on that I have to manually disable, but this issue is been going on now for 2 weeks so I am calling it 'urgent'. The times I had to use support in the past I also had a response time of max 48 hours, thats why I am a bit confused and worried about the time that has passed now. Or would it be that since I don't have/use premium anymore my ticket is stuffed on the bottom of the pile? I don't know! And Calling support all the way from Europe is not something I really want to do. Besides, my account issue is not related to billing so I don't want to bother the wrong support department with that.