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How long does it take to get help from support?

Posted October 3, 2019 756 views
DigitalOcean Accounts

My droplet has been down for a few hours, and I also can’t connect to my account. How long will it take the support to answer?
I thought it would take a few minutes, like a normal business, not many hours. When your droplet is down, your online business is down.
Does support has a chat, or a phone, or any other way to speed up urgent issues?

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EileenG
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EileenG

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3 answers
MattIPv4 October 3, 2019

Hi there @EileenG,

In our public community, we aim to answer open questions about anything SysAdmin, DigitalOcean and beyond. However, we make every attempt to keep personal information safe and so don’t ever access personal account information here. This means we can’t provide help with any account or billing-related issues.

Do you have a ticket number from when you contacted our support/abuse team so that I can get this followed up for you?

Hope that helps!
- Matt.

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EileenG October 3, 2019

Thanks Matt.
Yes, I have a ticket: #02986474

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EileenG October 16, 2019

Problem was solved very easily in one minute, after DO helped me recover access to the account (took 14 hours for DO to answer the support ticket, my hourly messages asking for help from support were deleted from the forum and marked as spam.)

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