Topic: Does Tech Support send email confirmation?

Viewing 9 replies - 1 through 9 (of 9 total)

Replied June 8, 2020 at 12:41 #2590643

John
Moderator

Hi,

I don’t think you’re supposed to get an email as well after the confirmation screen but a week without a reply sounds a bit long. Have you double-checked your spam filter/Junk mailbox?

BR,
John

John Rammelt - Toontrack
Technical Advisor

Replied June 8, 2020 at 14:45 #2590670

nickl23
Participant

Hi John,

Yes, I’ve checked. There is nothing in my junk mailbox. I don’t want to seem impatient but I also don’t want to wait indefinitely for something that isn’t coming. Is there a way to verify receipt?

thanks

Nick

Superior Drummer 3 version: 3.1.7
Operating system: Windows 10

Replied June 8, 2020 at 19:45 #2590721

John
Moderator

Not for me AFAIK but I’ll check with my colleagues.

BR,
John

John Rammelt - Toontrack
Technical Advisor
Replied June 8, 2020 at 21:53 #2590759
John
Moderator
Hi, you learn something new every day and now I have learned two things:
- that you indeed should receive a confirmation email when your ticket is submitted
- how to check if someone has an open ticket and I’m sorry but you do not have an open ticket in the system.
Could you please submit it again and write back here if you get a confirmation email or not?

BR,
John

John Rammelt - Toontrack
Technical Advisor
Replied June 9, 2020 at 00:11 #2590791

nickl23
Participant

Hello John,

I just submitted the request again – but still did not receive an email confirmation. I don’t know if that’s supposed to be an immediate process or if I’m jumping the gun. It’s been 10 or 15 minutes. I took a screenshot of my confirmation after submittal but there doesn’t seem to be an easy way to paste it into this box. Please let me know how to proceed.

Thank you,

Nick

Superior Drummer 3 version: 3.1.7
Operating system: Windows 10

Replied June 9, 2020 at 08:19 #2590856

Viktor Hansson
Moderator

Hi Nick,

Did you use another e-mail address when submitting your ticket through the Support form? The latest ticket we can see in the support inbox, under your e-mail address, is from Nov 2019.

Replied June 9, 2020 at 16:08 #2590937

nickl23
Participant

Hi Victor,

No. All of the emails were sent from my studio computer and I used the same email linked to my account.

I use the same email for login, authorization and downloads. I only have two emails and I did not use the other one. I don’t understand. I logged in using my account email (the login info is through Dashlane so that email is the only way I CAN log in), I sent the support ticket while logged in with that email, and I received a confirmation (on-line) that my ticket was received.

How can I fix this? I have any issue that, although not truly time sensitive, is becoming a bit more so daily. Is there some more direct way for me to submit this request?

thanks,

Nick

Superior Drummer 3 version: 3.1.7
Operating system: Windows 10

Replied June 10, 2020 at 15:26 #2591357

nickl23
Participant

Me again. Please – let me know how I can get this situation addressed. Thank you.

Replied June 10, 2020 at 15:33 #2591360

Viktor Hansson
Moderator

Hi,

We’ve asked our support team to reach out to the e-mail associated with your account. Thanks for your patience!
Author

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Viewing 9 replies - 1 through 9 (of 9 total)

Does Tech Support send email confirmation?

Superior Drummer 3 Help

Viewing 9 replies - 1 through 9 (of 9 total)