Why is a Silver Customer being Treated like a "free account" customer?

  • 1
  • Problem
  • Updated 9 years ago
  • In Progress
I tried to contact support via email, and received a message that I am on the free service and not Yola Silver...which is incorrect. My understanding is I am now getting a different level of service than I should be, and it's because Yola is picking up wrong information about my account for some reason??
Photo of MischalaJ


  • 6 Posts
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Posted 9 years ago

  • 1
Photo of Justine


  • 751 Posts
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Hi MischalaJ,

Thank you for bringing this to our attention - I understand it is frustrating.

As a Yola Silver account holder you are definitely entitled to Premium Support. When you submit a support request, our system looks up your account details based on the email address you have provided.

If you provide a different address to the one you signed up for your Yola Silver account with, or did not provide an address at all, our system will not be able to identify you as a Yola Silver account holder. This is generally when you will receive the type of message you are referring to.

Could you please mail support@yola.com again, and mark it "Attention: Justine", so I can investigate this for you?