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O
olliecampbell
December 10, 2025
Solved

No response from support

  • December 10, 2025
  • 2 replies
  • 57 views

Not sure where to place this, but I've logged a few tickets recently via my work account (2 via email 12+ days ago) and another via the support form chasing yesterday/the day before (I think). Apart from the standard "we've got your ticket" email I've heard nothing.

I've always had an amazing support experience up until now which is why I'm surprised.

Is there a bigger problem here?

Best answer by 1P_Dave

@olliecampbell 

Found it! I'm so sorry for the delay, it looks like your ticket was mistakenly routed to the wrong team and then merged with a follow-up, which caused it to slip through the cracks.

I’ve flagged it internally, and it’s now with the correct team. One of my colleagues will follow up with you by email as soon as possible, keep an eye on your Inbox. I'll close this thread so that we can keep the conversation in the support ticket. 

-Dave

2 replies

1P_Dave
1P_Dave
1Password Employee
December 10, 2025

Hello @olliecampbell! 👋

Thanks for following up. I don't see any tickets from the email address that you use for your community account, are you using a different email address? 

Please share the Support ID that you received in the auto-reply, it looks something like [#ABC-12345-678]. Post that here, and I'll be able to locate your message and make sure that it's in the right place. 

-Dave

    O
    olliecampbellAuthor
    December 10, 2025

    Hi Dave,

    Yes a different work email.

    I only received one ticket ID despite 2 emails, unsure what happened to the other auto-response. The one I received was VMX-66819-328

    The chaser ticket ID is AZH-57971-853

    For transparency, having checked the original it was sent 8 days ago, not 12+. Apologies for the over exaggeration. 

    1P_Dave
    1P_DaveAnswer
    1Password Employee
    December 10, 2025

    @olliecampbell 

    Found it! I'm so sorry for the delay, it looks like your ticket was mistakenly routed to the wrong team and then merged with a follow-up, which caused it to slip through the cracks.

    I’ve flagged it internally, and it’s now with the correct team. One of my colleagues will follow up with you by email as soon as possible, keep an eye on your Inbox. I'll close this thread so that we can keep the conversation in the support ticket. 

    -Dave

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