Support wait time

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Jarod_GGG wrote:

Hi there,

We apologise for the long delay on responses to Support Tickets, the team are working hard to get to everyone's tickets as quickly as possible. This being said, I'm afraid we're unable to guarantee any particular timeframe for a response.

If you have already sent a ticket in, we will respond as soon as we can. Please note that sending in a follow-up will not improve your spot in the queue.

Again, we do apologise for this inconvenience and appreciate your patience on the matter.

Buddy. I got a reply from you and answered your question and again I have to wait a week because you don't have a ticket system at all. You replied to the email and the matter seems to have been received, but again you don't see my reply email! Now I'll have to wait a month again for a reply to a 3-word message? Tragedy! You have a terrible support system!

It has now been four weeks (three weeks since response) I submitted a request regarding the transfer of a POE 2 pack purchase from the account I created to my brother's account. My initial intention was to obtain a key to gift him for his birthday (early December), but I realized this wasn’t how the process works. Unfortunately, this misunderstanding has resulted in a ruined surprise, and he still cannot play POE 2 or enjoy his gift.

I responded to your initial exchange on December 2nd, providing the requested information, but I haven’t received any updates since then. I would appreciate it if you could update me on the status of this request or provide an estimated timeline for resolution...

Thank you for your time and assistance. I look forward to hearing from you soon.

i understand it's complicated, but guys ... 3-4 weeks ...

I feel like they are really swamped. Sent 2 emails and a forum ticket with 0 confirmations back. I know my inbox works because I get purchase confirmations. My ticket pertains to giving them more support/money so I'm sure its a priority / s.

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Maskoliver17#2958 wrote:

Gonna miss stash sale for this time since coins are send to wrong steam connected account and after nearly 2 weeks no answer still :/

Same issue here :( still waiting for a response after 8 days :(

Joining the club here..
Contacted support just before the holidays - got a reply within 45 minutes (which was insanely fast and unexpected - Guessing it might have been an automated response though).
Replied to that, with all info they wanted and haven't heard a word since (obviously they went on holiday, so wont fault them for that) - contacted them several times after they started popping up after the holidays.

My issue is a hacked/compromised account and purchases that got made because of it (pro-tip for everyone else: remove all connections between Xsolla and PayPal, if you ever used it).
Guess that isn't that urgent.

And so, I join the club of those who still haven’t received a reply.

I contacted technical support five days ago, but so far, I’ve only been ignored and received messages from forum staff saying, “Please wait, someone will get back to you.” At the same time, no one can provide even an approximate timeline.

Sure, one might say that five days isn’t that long, especially given GGG’s heavy workload. However, I find this very strange. In my opinion, the team should be reinforced ahead of a game launch to respond to player messages and resolve their issues as quickly as possible (this is the core responsibility of technical support). Waiting five days for a response in 2025 is surprisingly disappointing.

no reply after 20+ days, they just disappear

Same here guys, got a reply in the same day of my email, after I replied, no answer at all. Terrible support, refund requested on steam.

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brandon32b#8700 wrote:

Has anyone received a reply yet?

I received a "copy-paste" reply after 5 days when my first email sent to support,after that nothing happened since Jan 7th.