Customer support not replying all day

  • Unknown's avatar
    michaelfinkelsteinwoodturner · Member ·

    Is there a problem with customer support replying.. ?
    I create tickets and they all get cancelled, trying all day to get help from a happiness engineer to help me with connection problems on my domain. Just upgraded to a paid plan and can’t get a human to contact me.

    WP.com: Yes
    Jetpack: No
    Correct account: Yes

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

  • Unknown's avatar
    aisajib · Member ·

    Hi there!

    It appears you sent us more than 10 tickets on the same day. When you create multiple tickets/emails, it can further delay the time it takes for our support team to get back to you. I do see that one of my colleagues responded to you earlier today.

    Essentially, you need to point the domain to WordPress.com from your domain registrar’s end. This can’t be done on our website since the domain is registered with another company.

    If you’d like to point the domain using our nameservers, please contact your domain registrar and ask them for help with adding the WordPress.com nameservers to your domain.

    The WordPress.com nameservers are:

    ns1.wordpress.com
    ns2.wordpress.com
    ns3.wordpress.com

    You can contact your domain registrar and ask them to do this for you or you can do it yourself from the domain registrar’s website. The domain registrar is the company where you registered the domain.

    It may take up to 72 hours for the nameserver change to take effect after they have been updated.

    Note that if you have email services with the domain, you will need to copy the DNS records for the email services to WordPress.com as well. You can also contact your email service provider to send you the required DNS records, and we can help you add those to your domain here on WordPress.com.

    Once the domain’s nameserver changes have taken effect, you can then follow the steps here to make your domain the primary address.

    Feel free to let us know if you have more questions.

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