I have not received a response from support

So, you have left a support request, but have not received a response yet. That might be really frustrating! However, there are a few things to check before submitting another request. Below you will find common issues and answers to some FAQs.

1. I don’t see the agent’s reply 

To see the answer from the support agent, please return to the newly created ticket. For this, tap a pen sign (or a message box sign) in the corner of this screen and then tap the corresponding dialog. The answer will appear below your initial request. 

2. I've been waiting too long

Kindly note that it may take some time for your request to be processed, so please allow a couple of working days for us to get back to you. Processing times may increase during holidays and weekends. Typically, we reply within 24 business hours (Monday - Friday from 9 am to 6 pm GMT+3). In peak hours, it can take slightly more time for us to reply (up to 72 hours).

3. Should I create another ticket to get an answer faster?

Please do not create multiple tickets on the same topic, as this may slow down the processing of your request. If you have more than one question, please feel free to add new comments to your initial request. For this, return to the newly created ticket and use the text box at the bottom. 

4. I checked the answer after a month and there is nothing here. 

Please keep in mind that tickets for which you have not responded for more than 4 weeks will be closed automatically. If your ticket is closed, you can create a new ticket. 

Note: Sometimes a part of tickets can be closed as we merge them into one. This is because it's easier for us to process your requests, providing you with all answers in one message. In this case, just find the one ticket which remains active to see the answers to all your requests.

5. I contacted you in the app, but I do not see anything in my email account. 

If you have posted a request in the application, please look for the answer in the app’s Help Center (see point 1 of this article). 

6. My ticket is “Failed to load”. 

Unfortunately, this happens sometimes. If you are unable to see the reply for some reason, please contact us via email: [e-mail].

As always, don’t hesitate to contact us if you have any questions 😊