I've spent days uploading supporting documents/photos to family members. Most of them seem to be gone / no longer associated with that family member. Anyone else having problems? Their "tech support" phone number just says that they are not available.
I emailed support 3 days ago. Do you have any idea how long it takes them to respond to a "priority" customer?
I tried calling them again and now they are out for their "lunch hour". That's pretty funny considering the website says they are only available from 11pm<sic> to 3pm Mountain Time to help U.S. customers. Really?
I can understand, it's not easy to wait for a reply from the support if the own problem is urgent from the own point of view. But we all must be patient. There is a huge userlist on this portal, and for sure a long list of Premium users.
The support ticket queues, basic and premium, of pending problems is quite long, and this queues is working as a FIFO (First-in - First-out) queue. Of course, I don't know exactly how the support is organized and how is the capacity. But in my experience the support assist every user with an open ticket. To solve problems sometimeneed to involve another departement (development, subscription, finance, etc.) and this could be sometimes a break block, too.
The phone support has his limits, too. A lot of users are waiting in the waiting loop and needs to be patient, or like I've written write an email to the support.
Overall, we should be patient .. we're all coming up on the line