Support Auto response says my Status if Bronze-but I am already a Silver. Help.

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  • Updated 8 years ago
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Can anyone tell me why as a current Silver client do my auto support replies say I am still a Bronze status and therefore wait time longer unless I upgrade to Silver. My email is the same change there .

However, I am still using my free style template on my published website until I iron out all the bugs and code on my Premium Style template which is NOT published. Is this why I get the auto replies saying I am a Bronze when in actual fact I am now a Silver??
Photo of Jan


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Posted 8 years ago

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Photo of diane


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Hi, Jan,

I am sorry about this. The style would not have anything to do with it. I did see that the email you are using here on GS does not come up in our system. Can you please email us from within the Sitebuilder or make sure you are using the email you signed up to Yola? This will make sure we can see your correct status.
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Thanks Diane,
The email address I use for GS is different than what I signed up with Yola. I always email to Yola from the email I signed up with which I access directly from my email contact list. I haven't emailed from directly inside my Sitebuilder. I just went into my Sitebuilder and sent a question from inside... so hopefully that will make the difference. In fact, I see the new auto response came in just now and YEA it is a different one and says premium support... so I have learned something valuable!

So....QUESTION: I didn't realize GS email was linked to support tickets that I send from my Yola email which has been the same for the whole time. If that is the case should I change my GS email to the same as my Yola site email address?? It's not a problem for me to do so to keep things in sync. Have a great day.
Thanks for all your help.
Blessings, Jan.
Photo of Sanja


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Hello Jan,

It can be helpful to have the same email address as this allows us to look up any related email history or your account.