Hey Everyone -
I'm sure that there are a lot of you who are very frustrated with the fact that contacting support leaves you with no response. I would like to remind everyone that any emails that we do receive are responded to within 72 BUSINESS HOURS (3 business days). If you email support, you should get an autoresponse within a couple of minutes letting you know that we got our ticket. If you do not get these e-mails, there is something wrong.
We respond to tickets Monday through Friday between the hours of 8am and 6pm EASTERN standard time.
We are having issues sending and receiving E-mails and I have already taken precautions to fix them. Most of you should be receiving Forum notifications by now. If you are not, and know that you should be receiving these e-mails, it may be because there are a lot of international folks whose E-mail servers are NOT set up correctly and your ISP is rejecting E-mails from us. If this is the case, PLEASE E-mail me directly at email@example.com and I will let you know what the exact reason is for the refused delivery.
How To Contact Support and By What Means
Check The FAQ First!
Most of the questions that you submitters have are answered in our FAQ. Please, PLEASE read the FAQ first before contacting support as most of your questions are answered there. The more questions that we get that are from the FAQ take away time from reviewing and responding to people who do need to contact us.
The Bug Reporter
There have also been a lot of people who have been submitting bug reports for issues that are NOT bugs with the site. Some of these issues included "My pictures have not been reviewed yet. Why?", "My stats are not displaying correctly, they should , not , why is it wrong?". These types of questions require IMMEDIATE response. The bug reporter is for the purpose of informing the developers if there's a flaw with the website that can affect everyone. For example, if you can upload through the FTP when you are able to connect, but the submitted_photos page does not show your upload, this is worthy of submitting a bug report. Also, there was a bug when browsing the forums would display a download window when browsing through it, this also qualifies as a bug. When in doubt, if you are unsure if a problem requires a bug report or not, you should just contact support. Support DOES have the ability to contact the developers for any reason. For more information about the bug reporter, please click here.
The Contact Us Page
I personally do believe that this page can be a lot clearer, and a lot more user friendly than what it is now. We currently just went over a plan to try and make this page better, so hopefully you will see changes in within the next few days. Whenever you E-mail us with an account change, please e-mail us your username whenever you are contacting support. There have been requests where people contact support from an e-mail address that we do not have on file, and do not give us their username. It is impossible to make any account changes without this information. Whenever you do contact firstname.lastname@example.org, you will receive a confirmation E-mail letting you know that we have received your E-mail. If you did NOT receive this E-mail, please follow the instructions on how to contact me.
There are a lot of things that all of you can do to help us, so please try and help us so we can help you better!
--Adam S. Kirschner