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.”
{ 16 comments… read them below or add one }
Only conservative christians are attacked and suspended. Very few if any moderates are attack and liberals and hackers are coddled. Passwords given out, everything. Twitter is now being vetted! It will stop the persecution soon.
I get contacted by people being abused, sometimes accounts suspended quite frequently. Until today, none has identified themselves as conservative christians. So I don’t think you’re getting the whole story.
I’ve been trying to report some spammers that deserve to be banned, but they closed the tickets without even reading them. These people have broken multiple rules but twitter has done nothing to ban them.
I did what you ask me Mr. Dave to do, but my acc @SarhanNews is still suspended. Twitter keeps mistakenly suspending my account! I have no idea, Why?. I hope they will help me.
I’m very sorry to hear that your account was suspended. Do you have a friend that reads and speaks English that can help you? Apparently English is difficult for you to read and understand. I apologize that you have been unable to understand what we’ve asked you for.
If we could help you without knowing anything, we would. But we can’t. That is why we’ve asked you several times to provide the details at http://blog.tweetsmarter.com/twitter-help/a-place-to-get-help/
While I appreciate you finally writing on our blog after days of us asking you to, you still have provided no details, and have written on the wrong blog post, and didn’t read the instructions in our tweets or at the blog post we asked you to write in on.
I’m sure you’re frustrated that no one has been able to help you so far. We would love to see what we can do for you, but you need to explain what you have done so far.
On my iPod touch All profile info is gone .Unable to access my own tweets,followers,following lists,just says @null.Also freezes on tweets & letters randomly.Also goes to main screen when reading,tweeting,does this ALOT.It is updated to ios5.0.2 software & is frequently refreshed.Problem started before Jan.27th,can’t pinpoint exactly .Went to http://support.twitter.com Feb.1st & 2nd. No reply yet.My iPod is my baby & only coming 2yrs. old at end of month,I am terribly distressed &want my baby well again.I would appreciate any help or suggestions.As it is now,, I must use this iky Netbk.(no offence Netbk) Thank U for looking over my problem.
Virtually ALL iOS apps should be deleted and reinstalled when having a problem, so although you don’t mention which app you are using, I recommend deleting and reinstalling the app if you haven’t already done so.
I have the exact same problem as Sandi. My account was suspended 3 days ago and my twitter is just about a week and a half old. I have just followed a few people and when I logged back in, I was notified that “Your account (@OhStephiee_) is currently suspended.” I also created a ticket and replied to the email. I’m tempted to file another ticket to Twitter Support, but should I just keep on waiting? Is there anything else I can do??
Sorry to hear that!
You don’t say how long it has been since you created the ticket (you only mention days since suspension), but regardless, absolutely do NOT create another ticket. It will only put you to the end of the line again. You need to wait.
There is no good rule of thumb, since things change at Twitter all the time, but if you have waited more than 3-4 days, in the case of suspension you might tweet to @delbius (but not BEFORE those days have passed) or follow and then DM @Support this information:
• Your ticket number
• Account name
• The date your ticket was created
• Ask for an update
• Do NOT mention @TweetSmarter
I don’t work for or have any relation with Twitter, and people often don’t follow my directions carefully enough, and mention that they are “doing what @TweetSmarter told them to do” when that is not the case. Typically, people start bugging people without waiting long enough, saying “@TweetSmarter told me to.” If it’s the fifth day after creating the ticket with no further response, I suggest you try this.
My account was suspended 10 days ago. I created a support ticket and replied to the e-mail. Would it normally take this long for them to respond, do you know? I don’t want to badger them!!
Very sorry to hear that, Sandi! There was a long delay over the Thanksgiving weekend while tickets backed up. You can send a tweet to @Delbius and say
@Delbius I replied to the email about ticket number #____ 10 days ago. Might I know the status of my suspended account @____ ?
Thank you Dave, will try that.
Does twitter sometimes have problems that last a long time.For the last couple of days it seems like you can’t access your “following” list. I’ve sent some comments about it with no response. then all of a sudden I get the message I’ve run out of time and come back later. Thanks
Twitter has had a problem with following lists the last few days. It’s fixed for most users, so try http://j.mp/FixBrowser, and if that doesn’t help, report via http://j.mp/TWICKET
I used to do that as well on a high traffic website but a bit differently.
There was not real “ticket service” but here how it worked:
- the user asks a question in an online form
- he receives an automated email explaining that if the problem or question reported is in the FAQ, he won’t receive a personal reply.
- I quickly scan the emails and only reply the ones really needing an answer
Yes you may have to read a ton of mails but most of them don’t need a reply.
If it needs one, the user doesn’t have to send it again, it’s a bit more user friendly
Amazingly, some users were still pissed by this, even if the service was free.
Good work. It seems clear communication in advance of entering the support system is the key.
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