I’m on a starter legacy plan and my account is recently getting triple billed for services I’m not using (says I have multiple members). In this current state I cannot:
open a support ticket
downgrade or upgrade my account (just says “not supported”)
see what “services” I have
so here I am, stuck in this state unable to contacty netlify in any way. can someone open a ticket and fix this for me? or do I just have to delete my account?
the auto closing of support ticket for free plans is absolutely insane? especially since that for me it is very not free atm.
that form has been blocked for me for the last three days (I tried four browsers), with those exact settings. did you whitelist me or something? I finally got through.
I’ve just raised with them previously how annoying it is for customers, (especially paying customers), to receive “the run around” from their Support Form.
They last indicated to me that it doesn’t automatically reject/close tickets, that the closures are manual.
So I was just curious if something new had been put in place which was auto-blocking you, or if they were perhaps closing your tickets manually without reading them.
In any case it’s poor customer service.
Earlier this year they started requesting that people use that form, instead of the forum, for any issues which knowingly require manual intervention from Netlify staff, and since I frequently direct people there purely so they get faster service, I’d hate to find I’m just wasting both my time and theirs.
yeah it’s been very frustrating and I’ve been quite angry clawing at their door. the feeling is that that form was auto-blocked for me previously anyways, I don’t now if one of my other e-mails to their various accounts has had me whitelisted somehow. or they just lock it down certain hours? sending an email directly to their support address def. just auto-closes any ticket that it opens.
this absolutely bare minimum support level is really not a good idea.. I will be avoiding netlify like the plague moving forward.
There could be multiple things that people would refer to as “auto-closed”. To clariify, tickets are auto-closed (do not even reach a human) in the following cases:
when someone emails support@netlify.com with an email that’s not associated with any Netlify account. This is because, in a lot of cases, we need to verify whether or not we’re talking to the owner of the site and for us, the only way we can do that is by making sure we’re receiving emails from the owner’s email.
when the above is done by a free/starter account. This is done because we do not intend to support free/starter customers for their technical questions in the helpdesk.
there could be some more conditions, but those are the top 2 that I remember
In both these cases, the following happens:
the requster gets an auto-email that states the reason for the auto-closure along with the steps they can follow.
simply replying to the ticket re-opens it and it’s then reviewed by a human (this is not mentioned in the email for obvious reasons, but here you go).
The Support Form automatically handles the following:
blocks free/starter customers from opening a ticket in the first place if the category is “everything else”
for almost all other issues, including billing issues (if selected from the dropdown), all customers are able to open a ticket
We also have a manual close if we determine someone’s (mostly free/starter) have chosen a wrong category and are asking for technical troubleshooting. We manually close those and ask them to ask for help in the forums.
I was working on making some under-the-hood changes to the netlify.com/support page and that change broke a few things that were not caught during testing.
Some of these “failed” tickets, I was able to manually retry and they got created. Others had failed in a state where the retry wasn’t possible.
I had anticipated that things might fail and thus, I had updated the page to display a message that would ask users to directly email support@netlify.com if the submission gets an error.
I assume, that’s what the OP did and then the ticket got auto-closed.
The issue was that, even thoigh the OP was being billed due to a different issue, the plan on the system was still free/starter. The system just checked for the plan level and did not consider the billing history before determining whether or not to close the issue. I think this is not how it’s supposed to work, so will have to check that.
All this to say, there were a series of errors that happened here, all in all an unfortunate co-incidence. As you can see, there were multiple things that were supposed to all go wrong at the same time for you to land in this situation and that’s what happened.
In any case, the ticket has finally landed with a human and we’ve replied and it’s currently waiting for the OP to reply.
Hello,
I have a Pro account ($19/month) and I got 2 invoices in July.
The form to contact the Support does not work, it says “a problem occured”.
I was trying to fill a form explaining my issue to the Support.
I had this exact experience. tried it in four browsers, mobile, desktop. billing issue selected but still “a problem occured, try this e-mail”. and then suddenly, the next day it worked. netlify should check their form error logs…
@osfa, looks like you basically ignored my entire post, but anyways…
@valdeno974, I am not seeing any errors on our Support Form in the past 2 days. For context, any kind of error directly pings me personally and none of that has happened. Regardless, I went and explicily checked the logs and nothing stands out there as well.
I can see that you have successfully reached out to Support in the past. Not sure what exactly you mean by “problem occured”, but the closest error message that we have is:
Looks like something went wrong. Please try again later or get help in the Netlify Support Forums.
That error message would apppear when the HTTP status for submitting the form is not 200, 403, 404, 429 and 500. Ideally, you should not be receiving any other status. However, if your form submission failed due to something like a network connectivity issue, you’d still see that error and it won’t be logged on our end as the request never reached Netlify.
In any case, I have sent your ticket to the helpdesk myself now, so you should hear back soon.
