Contacting wooting

[lost bear]

Hi, has anyone ever experienced this issue that I’m having, I’ve order my wooting keyboard which was sent back to them for some reason, I got in to contact with support and they offered to send a new order but I forgot to add my full address in. When I tried to re email them I got this response back, so I’m unsure if they got my email at all, should create a new ticket. It says my account is disabled but it not

[latent heron]

Thanks for posting your support request!

Note: #community_support is only for answering general questions and for troubleshooting.
All order-specific and shipment-specific support must be handled via the Wooting Support Wizard*
(You need to create an account on the Wooting Hub, using the same email address as your purchase. The account is not created for you automatically!)

Troubleshooting your Wooting Keyboard? Try these steps first!
Basic Troubleshooting

Questions about shipping, or what to do if your shipment has a problem?
Possible Problems During Shipping (with Solutions)

Looking for information about your specific order?
You can find that on the Wooting Hub! There you can also add upgrades, update your shipping address, and much more.

Is your order about to ship and you need to pause it for any reason?
Place it on hold via the Wooting Hub!

Do you need to...

• Cancel an order?
• Return/Refund an order?
• Get assistance with placing an order?
• Change the items in your order?
• Change your shipping address to a different country?
• Return a recent purchase?
• Get warranty support?

All of these types of requests need to be made via the Wooting Support Wizard!

[obsidian stratus]

are you replying to a mail or are you creating a new mail chain?

[lost bear]

Just responding to there email

[lost bear]

My first email seemed to go through but not the rest of them

[obsidian stratus]

I can't help further
gotta wait for one of the big bois here or make a new ticket i guess

[lost bear]

Do they respond over here, Is it me or do they reply’s take long ?

[obsidian stratus]

discord isn't the place for customer support so they most likely tell you to go to the ticket system
this is community support after all

[lost bear]

I saw that popped up when making this but I was talking about the emails taking long, but thank you for your help !

[obsidian stratus]

uhh it can take up to some days if they need to investigate or have many tickets due to drops like the tenz board
so 2-7 business days are pretty normal and sometimes even longer

tho they provide great support imo even if it takes a little long

[tame hamlet]

is the email you scribbled out at the bottom yours?

[lost bear]

Yes

[tame hamlet]

hm i somehow doubt its a real email. the messages clash as one says our email cant be found but right below it your account supposedly is disabled in googlemail (i assume its a gmail account)

[lost bear]

No my email an outlook account

It could be but I’ll be honest I only get this email when replying to wooting

[tame hamlet]

did you get it previously or is this the first time?

[lost bear]

Previously, when I first contacted wooting, about my wrist rest

[tame hamlet]

was it the same or was it just that you cant contact the group or something along those lines

[lost bear]

Same message but it appears after I sent the email( to be precise it happens when I send a second response to the same email)

[tame hamlet]

very odd

cant say ive seen this error before so id have to forward it internally. im still confused how it can claim your account is disabled while also saying our email wasnt found though

[lost bear]

Beats me, it’s only happen when contacting wooting as I sent a email to my work email to see if it happens again but it didnt do it

[tame hamlet]

ye im mainly curious given that we just changed how the email address works in the backend team to specifically fix issues with the group not found error

[lost bear]

One more thing I just remembered when I clicked the attachment it sent aload of spam to calendar saying my
Account will be shutdown and some other random thing, I had to personally delete these events

[gilded arch]

I've reported something like this a couple of times to Jeroen. I don't believe we ever found a good cause.

[tame hamlet]

i only know this one

(image not from our email but same error)

[tame hamlet]

@lost beardid you ever have a google account with the same outlook email?

[lost bear]

I have gmail account but it not the same name

Both start with my name but after that it differs

[tame hamlet]

after a bit more research the message would indicate you had a gmail account with the outlook email at some point and it was disabled.

i have to say though that the specifc error you posted is really hard to research on whats going on.

[lost bear]

Oh ok strange but do you think my emails are going through or not ?

[tame hamlet]

that i dont know. its why we are trying to figure out what the error message is supposed to say and if it could be real or spam.

[lost bear]

Ok, would it be worth while to send anther ticket ?

[serene fractal]

Hey Raging, could you send an email to the wooting social media email or how did it before using a different email address to verify if we can isolate either the specific email from your end (wanna verify if you get the same error or if it goes through) or their Google domain (assuming they’re using that software based on the thread)?

Note: I don’t work for them.

Follow Mansen request.

[gilded arch]

It would be better if Raging could give me an ordet number. So I can check in it to tomorrow and see which emails we received, and if they can just ignore the error, or if we need an alternative communication way.

[lost bear]

EU409201H wooting order number

[gilded arch]

The last email in your ticket is one of my colleagues reaching out to you about the return, from yesterday. I tried to respond after that I assume?

[lost bear]

yes

so i dont think you got the emails then

just double checking it was about my order been return to wooting

[gilded arch]

Yes.