Code is not coming to my phone

[psdkits]

Hello, hopefully you are doing well. I have an active account in a level 2 seller, with over 4.7k orders or more. I have never been in late delivery not I have break the rules so far. Since two days, I can't access in my fiverr account because somehow system said that I have to change the password. So when I try to change it by clicking the 'Reset button', the link has come to my inbox of email, but not the code in my phone to verify myself. I tried to contact support but they still haven't reply, it's been 2 days. I have active orders, people are sending me messages and I can't login in fiverr app or desktop to reply. After 10 years it looks like I will be in late!!

 

It's a very bad choice that there is no line for urgent support or something like that. I am not mad that my response rate can drop, I am more concerned that my buyers maybe will look for other sellers and it will be my fault for this.  Just in case support team visit the forum or someone can tag them, it would be really helpful if they can look at these 2 tickets: #12564015 and #12564015

 

@Kesha

[developerlikhon]

@Lena Please look into this matter.

[psdkits]

Quick update; The ticket #12584985 has explained in detail what I am facing and unfortunately still no one has reply from support, while in Facebook page they said that they will have a look, and in meantime time is count on fiverr system that I will have to deliver my orders, fix revisions in current orders etc. All this because I can't reset the password. Hilarious 🙂

[psdkits]

I would recommend to hire more people for support. It looks like your slow (support) team is not capable to simple remove/add my phone number so I can get my code - which the phone number is The Same! They just keep saying that they will fix soon and it's been 6-7 days now | one reply per 20 hours or more is what they are providing to me.

 

Thanks to your slow/lazy support, one order is late and around 10 clients have not heard from me since 6 days or more. It looks like it will take time like to build a website from zero lol. Don't you think that when your platform request quality/original work from sellers should also receive quality support services too? Or it is too much to ask?

@Lena @Kesha

[psdkits]

Hi. I have send messages to both of you. Any chances to check them or forward my messages? @Kesha  @Lena

[Lena]

Hello again @psdkits 

We completely understand your frustration, and we are really sorry for the delay. Please understand that we are currently experiencing a surge in tickets, which is the only reason for the delay. Rest assured that our CS is doing everything they can to resolve this issue for you as quickly as possible. 

We appreciate your understanding and patience. 

[psdkits]

At least can you sent a message to my buyers and explain that I can't login in my account so they won't think I am ignore them? Some buyers are my repeat clients since 6-7years.. @Lena

[Lena]

@psdkits 

I apologize but I cannot do that, only our Customer Support can do that. Please reach out to them for further inquiries. 

Thank you. 

[psdkits]

5 minutes ago, Lena said:

@psdkits 

I apologize but I cannot do that, only our Customer Support can do that. Please reach out to them for further inquiries. 

Thank you. 

How to reach them? Their response is slow. 20 hours or 48 hours one reply from them! That's why I am talking to you here.

[psdkits]

Quick update: the issue has been resolved now, thank you. It took too much time and I hope I didn't loose too much repeat buyers, but yet thanks for your help, I appreciate it. Not sure how to close this thread but I just wanted to update anyone who is interested and if they are facing the same issue. 

 

@developerlikhon Thank you for tagging @Lena , I appreciate that you wanted to fix this issue. I wish you the very best.

[mandyzines]

Keeping clients waiting for four days over this is ludicrous. Fiverr's succstress score's now a 4 and they're level 0.

[Kesha]

Hi there! 

I am sorry for the late response, as I was away on vacation. 

I am happy to see that your issue was resolved.

Best of luck to you!