We do our best to respond to support requests within 24 hours (excluding weekends/U.S. holidays). If it’s more than 48 hours, it most likely means our emails are not getting through.
Note: Anytime you use a form to contact us, our system sends you a confirmation email. If you did not get the confirmation, it may mean our emails can’t get through, or it may only be our automated emails that can’t get through.
Number one tip: Before contacting support again, please whitelist any mail from @marshallart.com. It may not help in all cases, but it can in many.
If you use a challenge/response spam filter, the automated emails that come from our system (such as activation links and password resets) will always fail unless you whitelist us. If you’ve whitelisted but still aren’t getting a response…..
Here are some other possible causes:
► All our replies are bouncing back so we can’t reach you!!!
There are certain email domains that have been consistently bouncing back our support emails (this also applies to our newsletter/announcement mailings):
(There may be other domains as well, or you may have a different email address that still uses one of the above servers. We will update the list as we become aware of them so be aware that it may not be complete.)
Option A: Always try to provide a suitable alternate email address either in the provided field (if there is one) or the comment field. Ideally, it should not be the same domain as the other email or we’ll be back in the same boat. Since gmail is free and it has not been bouncing us, it’s a good option. We will not use your alternate address unless our first attempt to contact you has bounced. For the announcement list, you must subscribe/confirm an address we can use. We cannot change the address internally.
Option B: Ask your email provider if they can unblock our domain. (It may not fly with your provider.)
► Our response may be in your spam folder.
Check for our emails in your spam folder!
► Your online mail account may be over quota.
Option A: If your mailbox has a quota and you have gone over it, please clear some space and contact us again. You may also need to empty your trash or spam folders to get below your quota.
Option B: Contact us using a different email.
► You contacted us by hitting reply on an email that was sent to you from an unmonitored account.
If you attempt to contact us by hitting reply on a newsletter that says it’s from an unmonitored account (the notice will appear at the end of the message), we aren’t likely to see those messages for days, weeks, or months — if at all. Please use an appropriate contact form from our website instead.
► Your email may not specifically require a reply.
If your email doesn’t specifically require a reply, we may not reply or we may move it down the response queue. But we do read all non-spam emails that get through our system. (Yes, we get spam, too!)