Emailed support twice and haven't heard back for a week

[ranchtraylor]

I emailed support about an email change due to being stuck on "verifying account" when trying to login and not having access to the email account currently associated with my account (it's a yahoo account that was hacked), and haven't heard anything back for around 7 days now, other than the auto response, which I replied to re-stating my problem as it dictated me to do. Any else had the same problem or know how long it usually takes them to handle stuff like this. Ok, any info would be great, thank you.

Edit Update: It has now been exactly 14 business days ;-;

[Flavorable]

Normally the response time is between 3 and 5 working days. There is, however, currently a backlog, so it might take longer.

Please keep in mind that sending one e-mail is more than enough, since sending multiple will only add to the backlog.

[mzann1]

Normally the response time is between 3 and 5 working days. There is, however, currently a backlog, so it might take longer.

Please keep in mind that sending one e-mail is more than enough, since sending multiple will only add to the backlog.

Pardon my ignorance but, what's a backlog?

[MysticMismagius]

Basically there are so many emails that the devs have to search through, that they can't read them all in their normal time frame.

[ranchtraylor]

Does anyone here have an update on the back log? Next Tuesday will be exactly 21 business days of no response from my first email I sent, I know I sound complainy but I really just would love to play the game ;-;

Thank in advance

[Jerme]

We currently do not have an update for that, I apologize, as we mods do not have access to the mails.

[Voriki]

Pardon my ignorance but, what's a backlog?

Assume you work in an industry where you are working with 10 people, who can answer 100 emails per day, per person. So 1.000 e-mails/day handled, but only 500 are being sent total, and the time that the workers have left they can spend on development of new things.
Then a big error happens and many more people send e-mails, they suddenly go from 500 incoming e-mails to 2.000 e-mails. And then 1 of those 10 people gets sick(forgot to get his flu shot, which is very important). So they have 9 people who have a total capacity to answer 900 e-mails but they still receive 2.000 e-mails per day, so they get a backlog of 1.100 unanswered e-mails per day.

So they fix the error, then work on answering those e-mails.
So that is a backlog, can be caused by a numerous things, either extra work, or fewer workers dedicated on answering mails.

[Transcender]

The backlog has been an issue for a long time, youll just have to wait sorry

[ranchtraylor]

updating everyone in case any of you were just slowly withering away due to the fact of not having any updates from me

it has now been ~60 days with no response, the back log is real and apearantly quite large at that as well ):

[Jerme]

The backlog was two week the last time I've heard (which means the first unread mails were from the 8th of December that time), which means that your mails got lost.

[ranchtraylor]

thank you for the info!

[LevinSnakesRise]

Hi ranchtaylor, if you haven't gotten a response, please send a new email in (not responding to your current ones you've previously sent) and make sure to respond to the automatic email, and it should get in. Anything before December 5th they do not have, so if you sent it in prior to that time, please do so again.

Apologies in advance.

[Jerme]

Just as a heads up: I reminded the community manager of this thread, but I believe they went for a new years break and will return on the 2nd. I do hope there will be a reply coming up rather soon after that.

[ranchtraylor]

Just an update, sent a new email in on 1/8/20 and no response yet, fingers crossed one comes in soon!

[LevinSnakesRise]

Just an update, sent a new email in on 1/8/20 and no response yet, fingers crossed one comes in soon!

Hey there, sorry about that. The email numbers have been dwindled, and anyone from January should have gotten some sort of response by now. If you'd be so kind as to PM me here on the forums with the email you used to contact them, I'll ask the guys to look for it and see what happened to it;
ucp.php?i=pm&mode=compose&action=quotepost&p=3368955

Thanks, apologies in advance.