I submitted a case a couple of days ago and I was curious as to how long it usually takes to receive a response. It looked like the file sent but I did not see a confirmation number or receive a confirmation email.
You should have gotten a confirmation email immediately if you submitted here.
Our support engineers would be in touch very soon after that, so I suspect the case didn't go through or your not receiving our emails. They'd come from Support@articulate.com and the last case (and only) I see for you was from July.
I'd like to have you try submitting it again and perhaps try a different browser than what you were previously using. Chrome and Firefox are my go tos.
I resubmitted my case Friday morning (10/7) and did not receive a confirmation email. I submitted my Storyline file. Should I be submitting the zipped file?
First off I wanted to let you know that when you respond via email your signature is included here in the forums and you're welcome to edit the post and remove that information. I still don't see a case for you based on how your name is listed here, but I was able to find your contact information so I'm going to submit a case on your behalf. Please let me know if you do not see a confirmation email from Support@articulate.com within the next 5-10 minutes from this post.
I opened it a bit differently to get it right into the hands of a Support Engineer, so you won't get a confirmation email but a direct reach out from them to gather more information. For reference your case number is 00907139.
No problem Rhonda and sorry for the issues with our case form. If you don't see that confirmation email it likely didn't go through and you can also email Support@articulate.com directly to start a case.
8 Replies
Hi Rhonda,
You should have gotten a confirmation email immediately if you submitted here.
Our support engineers would be in touch very soon after that, so I suspect the case didn't go through or your not receiving our emails. They'd come from Support@articulate.com and the last case (and only) I see for you was from July.
I'd like to have you try submitting it again and perhaps try a different browser than what you were previously using. Chrome and Firefox are my go tos.
Thank you, Ashley. I use Chrome and I will submit again.
Thanks Rhonda - let me know once you get the email with the case confirmation or if you don't see it either, and I can follow up again!
Good morning, Ashley.
I resubmitted my case Friday morning (10/7) and did not receive a confirmation email. I submitted my Storyline file. Should I be submitting the zipped file?
Hi Rhonda,
First off I wanted to let you know that when you respond via email your signature is included here in the forums and you're welcome to edit the post and remove that information. I still don't see a case for you based on how your name is listed here, but I was able to find your contact information so I'm going to submit a case on your behalf. Please let me know if you do not see a confirmation email from Support@articulate.com within the next 5-10 minutes from this post.
Hi Rhonda,
I opened it a bit differently to get it right into the hands of a Support Engineer, so you won't get a confirmation email but a direct reach out from them to gather more information. For reference your case number is 00907139.
Thank you for your assistance, Ashley.
No problem Rhonda and sorry for the issues with our case form. If you don't see that confirmation email it likely didn't go through and you can also email Support@articulate.com directly to start a case.
This discussion is closed. You can start a new discussion or contact Articulate Support.