How long does it Take for customer service to respond to my ticket ?

[abdelmenoem]

I submitted a ticket to customer service 24 hours ago and have yet to receive a response, which is quite unusual given that I typically hear back within a couple of hours. According to the information provided, the maximum response time is 12 hours.

I'm wondering whether I should continue to wait for a response. Perhaps there's a backlog of work or my issue requires more time to resolve. Alternatively, should I consider submitting a new ticket?

Your guidance on the next steps would be greatly appreciated. Thank you for your attention to this matter

[ana_tomy]

Hi @abdelmenoem, I see that the team has responded in the meantime. Let me just mention that opening another ticket on the same issue never helps, on the contrary, it only contributes to waiting time. The team will get back to you as soon as the review is done. Thanks for your patience in the meantime ☺️