STEPHAN P.

User

Buy credits failure

Author: STEPHAN P.

Visited 1708, Followers 1, Shared 0

Tags: buy,credits,website x5 pro 2019.3

I have requested assistance from Incomedia

Please be aware the turnaround is 24-48hrs and they do not work weekends.

Posted on the 12/01/2019 09:27:02

7 ANSWERS

STEPHAN P.

User
Author

thanks.... just want my credits that I bought. Love x5 pro, great program.

Posted on the 12/01/2019 13:38:59 from STEPHAN P.

William J.

User

So where is the priority service they advertise then??

Posted on the 12/01/2019 17:07:20 from William J.

Paul M.

Moderator

William J.

So where is the priority service they advertise then??

Elisa B.

Hi William, thank you for getting back to me. We usually need between 24 and 48 hours in order to manage all the support requests we get. In this timescale, the support requests referred to active licences are managed first. For example, if you post the question on Monday morning and your licence is active, you will probably receive a reply on Tuesday morning/afternoon, while a post without priority assistance will be more likely to be replied to on Tuesday afternoon/Wednesday morning. The official support though is unfortunately not available at the weekend, as the office is closed. I hope having clarified your doubts. Kind regards.

ref: https://helpcenter.websitex5.com/en/post/217734

Posted on the 12/01/2019 17:14:00 from Paul M.

William J.

User

Hi Paul thanks for that. I can't really accept that this is or should be called a priority service with that timescale can you?

Posted on the 12/01/2019 17:18:18 from William J.

Paul M.

Moderator

Yes I can. I have personal experience of many software companies with much slower response times.

I have never not had an official response from Incomedia the following working day after asking a question. I am happy with that.

That is my own personal opinion. It is a subjective issue.

Posted on the 12/01/2019 17:19:36 from Paul M.

William J.

User

very true it is a personal opinion

Posted on the 12/01/2019 17:47:04 from William J.

Elisa B.

Incomedia

Hi Stephan,

thank you for getting in touch.

I already answered you at https://helpcenter.websitex5.com/en/post/219778 you can follow that post to find the solution.

Thanks! Kind regards.

Posted on the 12/02/2019 14:08:36 from Elisa B.