Summary: Use Twitter’s online system (not email or tweets), reply to their email response, wait. Do NOT create multiple tickets, and be SURE to reply to their first email. Here’s why:
Many people miss their responses from Twitter because they don’t check their spam folder, or they don’t realize they will be getting an email, or they have forgotten which email address they used when they signed up for Twitter. If you plan to ask Twitter for help, first check which email you have entered on your Twitter account at and make sure you still have access to it. Then go here to contact Twitter, and be sure to check your email AND spam folder for a response afterwards.
Yes, Twitter closes support requests without reading them
If you create a support ticket (via http://bit.ly/TWICKET), Twitter will reply by email, usually with links to pages that might have information about the issue you are asking for help with. However, if you read down to the bottom of the email it may say something like this:
“If you’re having trouble with something that isn’t addressed above, you can either:
1. Reply to this email to re-open your ticket and let us know…”
That’s right—your request may have been immediately closed without being read. You have received an automated response, and your ticket has been closed. Only if you reply to the email will a person read your ticket and respond.
What to do
Check the links they sent you in the email! Yes, one of them probably addresses your issue, and this is the quickest thing you can do.
99% of the issues we hear about are listed on the Twitter support site. Only if you can’t find information relating to your issue should you reply. If you don’t see an email at all, check your spam folder and visit http://support.twitter.com/tickets. If you haven’t already, read how to get your Twitter issue fixed for more details.
Why doesn’t Twitter respond to all help requests personally?
Caveat: this is just our opinion. We don’t work for Twitter—we just try to help where we can.
- Twitter has explained 99% of issues on their help site—all you need to do is find the article relevant to your problem. So most Twitter help emails contain a list of links to the information most likely to help you.
- Many issues “fix themselves”—either the person realizes it was an error/misunderstanding on their part, or it was an actual problem that only happened for a brief time. Read about why Twitter breaks things on purpose to learn more, or see how browser problems on your computer sometimes cause Twitter problems—and what you can do to fix them.
- When Twitter.com goes offline, or there is a serious issue reported at status.twitter.com, most of the (potentially thousands per minute) help requests that come in Twitter is already working on fixing, and will have fixed within minutes or hours.
- Twitter would have to add hundreds of tech support employees to respond to all support requests quickly and personally, and 99% of them would just end up saying “We’re aware of the issue you’re having and we’re working on fixing it. Click here for the details.”
