I am Business account holder, Urgent Request for Support – no response yet

  • Unknown's avatar
    elliemirjani · Member ·

    I am writing to express my deep frustration and disappointment with the lack of response and support over the past two days regarding a critical issue with my website. As a business account holder with WordPress, I expect a much higher level of service, especially given the severity of the situation.

    Since yesterday, at approximately 3 PM, my website has been completely down, and I have received no communication or assistance from your team despite sending multiple emails to the helpdesk and repeated messages to the engineering team. I have attached a screenshot of the error message, but as of now, I have not received any acknowledgment or help. My website is essential to my business operations, and every hour of downtime is severely impacting my revenue. This is not just an inconvenience—it is causing my business to be effectively shut down.

    The silence from your end is unacceptable. I rely on WordPress to maintain my website, and I expect timely responses, especially in critical situations like this. I am appalled at the lack of support for a paying business customer and the fact that I am being left in the dark about how long it will take to resolve this issue.

    I would like to know:

    1. Who is responsible for addressing my issue?
    2. How long is it going to take to fix this problem?
    3. Will WordPress take responsibility for the financial loss my business is suffering due to this downtime?

    I understand that nobody sends messages or opens support tickets for mere conversation—when someone reaches out for help, it’s because they urgently need it. At this point, I am not just seeking help, but I am desperately waiting for any sign that someone is working on the issue.

    It is incredibly disappointing to see this lack of support, especially when I trusted WordPress with such an important aspect of my business. Please treat this matter with the urgency it requires, as I cannot afford another day of my website being down.

    I would appreciate a response and resolution at the earliest.

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

  • staff-jeev · Staff ·

    Hello there

    I sincerely apologize for the delay and appreciate your patience. We’re currently handling a higher volume of support requests than usual, but please know that we are dedicated to addressing every inquiry as quickly as we can.

    We have addressed your concerns in our recent chat interaction and the site is loading fine now https://ellieshearingclinic.com/.
    We understand the urgency of the support requests and we are dedicated to getting back to each of the support requests as soon as possible.

    In the future, if you want to work with developers, it is a good idea to create staging site https://wordpress.com/support/how-to-create-a-staging-site/ and have the devs work on staging site first. If everything looks good on the staging site you can sync the changes to the main site.

    I am closing this thread but please feel free to respond to the other open ticket in case you have any questions.

  • The topic ‘I am Business account holder, Urgent Request for Support – no response yet’ is closed to new replies.