One word.... SPAM!
You need to be sure to check your Spam folder for any emails from our Freshdesk support. Once you have located the email, please mark it as NOT SPAM. This way your email server knows that you do want emails from us.
When you submit a ticket, you should receive an automatic acknowledgement of your ticket submission within a few minutes. If you search for that right away and mark it NOT SPAM, it will hopefully route the actual reply to your question directly to your inbox once we are able to send it.
STOP!
Before you submit a ticket, check our Knowledge Base. We have a collection of articles that may have the answer to your question. Be sure to check there first.
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Beyond that, please be patient. Everyone monitoring the help desk is a volunteer. In addition to that, many of us work outside the home and nearly all of us homeschool our own kids.
We will answer as soon as we can, but our schedules are often quite challenging. It may be several days to a week in peak times when the help desk is busy. We answer first come, first serve.