🚨 How long does support take to email back? i have an urgent issue with my project not restoring?

silentworks•7/21/25, 10:54 AM

It depends. Free plan doesn't have any guaranteed time, pro plan is supposed to be 48 - 72 hours I think, but this is not guaranteed. Teams and Enterprise plan has a SLA which guarantees reply faster.

soph•7/29/25, 12:58 AM

@d did you ever resolve this? I’m having this problem now and I’ve been emailing Support since Thursday… still haven’t gotten a response

garyaustin•7/29/25, 12:59 AM

@soph Did you get the confirmation email with a ticket number at least? If not probably going to spam

garyaustin•7/29/25, 1:02 AM

If you are Free plan it could take awhile once you have that.
Also did you confirm with a 2nd browser it is really hung in restore versus browser locked?

soph•7/29/25, 1:34 AM

Yeah, tried from multiple browsers and have tried to log in and out again. Have even upgraded to Pro over the weekend just hoping to get this resolved ahead of a big demo today. Got the automatic ticket number but still haven’t gotten a reply since Thursday and if this doesn’t get resolved soon I’ll have to completely rebuild from scratch to make my deadline

garyaustin•7/29/25, 1:36 AM

If you were on free this means you let your project pause? I don't know if they consider restoring a paused project high priority or not.
But hopefully upgrading to Pro will help speed it up for you.

Not much users here can do.

soph•7/29/25, 1:38 AM

The project was in development with plans to upgrade when the demo was okay-ed. But the clients took too long with the testing process (basically didn’t touch the project) and I didn’t find out it was paused until the day after

soph•7/29/25, 1:38 AM

Yeah I’m just wondering if these projects ever get restored or if I should just bite the bullet and start rebuilding now

garyaustin•7/29/25, 1:41 AM

They will eventually answer is my observation. But no way to guess how long.

🚨 How long does support take to email back? i have an urgent issue with my project not restoring?

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