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I have always been able to get a service rep on live chat within 5 minutes... which is literally a "Live Chat" button on their contact page not even hidden. No

by throwaway2016a 4y ago

I have always been able to get a service rep on live chat within 5 minutes... which is literally a "Live Chat" button on their contact page not even hidden. Note this is different than the Discord dev chat which is for technical questions. Once I get live chat it may take a day or two to resolve but if it takes longer I just hop on live chat again and pester them until it's escalated.

ziddoap 4y ago
>Their support page on their website has Phone call and messaging grayed out. You can only email. If you email, you get robots. According to the OP.
- throwaway2016a 4y ago
  But as you can see in the Reddit comments, there are people posting screen shots showing that is absolutely not true. Which leaves 3 options: 1. The UX was confusing and the OP couldn't find those options. 2. Stripe somehow has some logic that disables it specifically for that person or that person's region. 3. The OP didn't actually try and is lying in their post. 1 and 3 are more negative reflections on the OP than Stripe. And for 2 I'd need more details. I saw this in the replies to the comment: > The "chat" and "have us call you" options get greyed out once they have frozen your account. But from my own experience, that is wrong. Also OP didn't say their account was frozen just that the money from that particular transaction was being held.
  - ziddoap 4y ago
    There's someone else down thread here who says that they've had the call/email greyed out on their Stripe account as well. >Stripe somehow has some logic that disables it specifically for that person I'm not sure why you wrote this as if it'd be a grand technical challenge to implement. Locking-out specific features based on X criteria is pretty damn common. I don't particularly care in any case, I just had the impression that you might of missed that specific line when you wrote your original comment regarding the short wait times you've had when calling support. Edit: Seems like you saw the other post as well. >But from my own experience, that is wrong. Well, from my vantage point I see 2 people claiming it gets greyed out and 1 person (you) claiming it doesn't. ¯\_(ツ)_/¯
    - throwaway2016a 4y ago
      > I'm not sure why you wrote this as if it'd be a grand technical challenge to implement. No, I meant that as literally "somehow" as in "has some logic to"... no implication of difficulty. But I can see how that may sound that way. > Well, from my vantage point I see 2 people claiming it gets greyed out and 1 person (you) claiming it doesn't. ¯\_(ツ)_/¯ 3 people is not a large sample size. I did notice an issue where it is grayed out until you select a topic. Which may be partially at play here (which is a UX issue). My accounts got temp locked because they needed to verify some KYC information. Maybe there is another more severe level of lock that does gray it out. But then I'd need to know way more details about what Stripe thinks the OP did to get that lock before I start blaming Stripe or the OP.
      - ziddoap 4y ago
        >Maybe there is another more severe level of lock that does gray it out. FWIW I asked upthread to a Stripe person, and they do apparently grey out the support/call buttons in certain situations.
  - jeroenhd 4y ago
    As another Redditor commented: > The "chat" and "have us call you" options get greyed out once they have frozen your account. They do not allow such users to have them call. You can only receive a call if they have not frozen your account. I suppose you can create a second account and then contact support from there, but they'll probably flag you for ban evasion and make your situation worse.
joshstrange 4y ago
> I have always been able to get a service rep on live chat within 5 minutes That's neat and all but try to get them to actually fix anything. They will 100% move you to email once you explain your issue (assuming it's not "I can't find my password" or equally basic) and then you will be in limbo. I hope you enjoy no one responding to your ticket for days/weeks at a time even after you provide them with all the info they ask for.

ziddoap 4y ago

>Their support page on their website has Phone call and messaging grayed out. You can only email. If you email, you get robots. According to the OP.

throwaway2016a 4y ago
But as you can see in the Reddit comments, there are people posting screen shots showing that is absolutely not true. Which leaves 3 options: 1. The UX was confusing and the OP couldn't find those options. 2. Stripe somehow has some logic that disables it specifically for that person or that person's region. 3. The OP didn't actually try and is lying in their post. 1 and 3 are more negative reflections on the OP than Stripe. And for 2 I'd need more details. I saw this in the replies to the comment: > The "chat" and "have us call you" options get greyed out once they have frozen your account. But from my own experience, that is wrong. Also OP didn't say their account was frozen just that the money from that particular transaction was being held.
- ziddoap 4y ago
  There's someone else down thread here who says that they've had the call/email greyed out on their Stripe account as well. >Stripe somehow has some logic that disables it specifically for that person I'm not sure why you wrote this as if it'd be a grand technical challenge to implement. Locking-out specific features based on X criteria is pretty damn common. I don't particularly care in any case, I just had the impression that you might of missed that specific line when you wrote your original comment regarding the short wait times you've had when calling support. Edit: Seems like you saw the other post as well. >But from my own experience, that is wrong. Well, from my vantage point I see 2 people claiming it gets greyed out and 1 person (you) claiming it doesn't. ¯\_(ツ)_/¯
  - throwaway2016a 4y ago
    > I'm not sure why you wrote this as if it'd be a grand technical challenge to implement. No, I meant that as literally "somehow" as in "has some logic to"... no implication of difficulty. But I can see how that may sound that way. > Well, from my vantage point I see 2 people claiming it gets greyed out and 1 person (you) claiming it doesn't. ¯\_(ツ)_/¯ 3 people is not a large sample size. I did notice an issue where it is grayed out until you select a topic. Which may be partially at play here (which is a UX issue). My accounts got temp locked because they needed to verify some KYC information. Maybe there is another more severe level of lock that does gray it out. But then I'd need to know way more details about what Stripe thinks the OP did to get that lock before I start blaming Stripe or the OP.
    - ziddoap 4y ago
      >Maybe there is another more severe level of lock that does gray it out. FWIW I asked upthread to a Stripe person, and they do apparently grey out the support/call buttons in certain situations.
- jeroenhd 4y ago
  As another Redditor commented: > The "chat" and "have us call you" options get greyed out once they have frozen your account. They do not allow such users to have them call. You can only receive a call if they have not frozen your account. I suppose you can create a second account and then contact support from there, but they'll probably flag you for ban evasion and make your situation worse.

joshstrange 4y ago

> I have always been able to get a service rep on live chat within 5 minutes That's neat and all but try to get them to actually fix anything. They will 100% move you to email once you explain your issue (assuming it's not "I can't find my password" or equally basic) and then you will be in limbo. I hope you enjoy no one responding to your ticket for days/weeks at a time even after you provide them with all the info they ask for.