Business plan but unable to contact support

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  brkdistilling · Member · May 17, 2023 at 9:29 pm

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  Hi all.

  I’ve got a business plan which says it does feature support, but the support options like email and chat won’t let me click on Continue to send the message. I can write a message but can’t send.

  Can anyone help?
  Thanks!

  The blog I need help with is: (visible only to logged in users)

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  staff-totoro · Staff · May 18, 2023 at 12:11 am

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  Hi there,

  Sorry to hear you are having this issue. Can you take a screenshot to share what you are seeing, and tell us a bit more about how you are getting there? What page are you on and what are you clicking to access support? We would like to try and retrace your steps and see if we have the same issue so we can take a closer look. Thanks!

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  brkdistilling · Member · May 18, 2023 at 2:17 pm

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  After logging into wordpress.com on the header in the top right is a question mark and when I mouse over it says Help.

  I click that and the Help Center comes up. At the bottom I click Still Need Help?

  There are three options: Public Forums, Live Chat, and Email Support.

  I write a message but the continue button is grayed out, except on the public forum where it changes to a maroon.

  I don’t see a place to post a screen shot.

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  brkdistilling · Member · May 18, 2023 at 2:19 pm

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  Found it :)

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  staff-totoro · Staff · May 18, 2023 at 7:51 pm

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  Thanks for confirming and for your screenshot! I’m asking our engineers to take a look. I can confirm that you should have access to those two options for support under your Business Plan.

  In the meantime you are welcome to post here in our forums with any questions you may have while we get things sorted out. We’ll also update you here as soon as we know more. Thanks!

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  staff-totoro · Staff · May 18, 2023 at 8:43 pm

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  Hi again,

  It seems our engineers were making some changes to how the Help Center works, and this may have caused your issue. They pushed a fix some time after your last reply, so if you try to access either chat or email now are you able to send your message? Or do you have the same issue?

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  brkdistilling · Member · May 22, 2023 at 5:42 pm

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  Same issue.

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  deancroyal · Staff · May 22, 2023 at 8:53 pm

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  Hi @brkdistilling – I believe I may see the issue. Right now your site’s connection to Jetpack is broken. Without the Jetpack connection we aren’t able to get you over into live chat. Do you recall doing anything specific which might have disrupted this connection? Anything such as a plugin install, update, or updating your WordPress.com account or your site admin account? It’s best we understand this first before attempting to reconnect. Thanks so much for your patience and feedback.