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I'm glad to hear the process is working for you but I'm also in the process right now. This is my "Sent" folder: https://imgur.com/a/3D1FSYz https://imgur.com/

by Nadya 4y ago

I'm glad to hear the process is working for you but I'm also in the process right now. This is my "Sent" folder: https://imgur.com/a/3D1FSYz https://imgur.com/a/3D1FSYz Initial ticket was sent to Support on Jan 23rd, I bumped and asked if there was any issue with the information I provided on Jan 29th or if they needed more information, I then provided February's payment on Feb 7th. I wanted the answer to "The date and amount (in USD) of the last billing transaction by DigitalOcean." to be up-to-date since January's was no longer a valid answer for the information that was being requested.

Nadya 4y ago
Providing an update: I'm 99% sure my personal email address is being flagged as spam by DO's ticketing system and it isn't that I'm being ignored but that they're not receiving my correspondence. :) I reached out to @DigitalOcean on Twitter about my tickets and the older one was closed out as a dupe and we moved forward with the most recent one. They weren't able to verify my ID - no reason give but I think I know why - and they asked if we can move forward with an alternate means of verification: a random temp charge between $0.01 and $4.99 to the account and I provide the amount of the charge. I agreed to this - and 12 hours later I forgot if I had replied so I agreed to it again. This morning I received an automated response asking for me to respond. I responded. 2 hours later still no response - I hit up Twitter again. I'm thinking the reason they weren't able to verify my ID is because they never got my email providing it in the first place. Now - despite not verifying any charge amount - literally as I was typing this post I received an email stating 2FA was disabled. Either they lied about not being able to verify my ID or they decided to unlock my account anyway without verification which may be of concern to others. E: 2FA re-enabled and this time I made damn sure to backup my backup codes properly... also responded to the support ticket one final time requesting they verify if they've received it. If I don't hear back I'm going to assume I should change the email associated with my account. :)
- Nadya 4y ago
  Final update as it has been nearly a day now: no response from support. :) Changing the email address associated with my account to one that hopefully isn't blocked in the future. Question in case anyone actually sees this: What downsides would there be to whitelisting email addresses associated to active/paying customer accounts? Seems like a no-brainer move to have your customers whitelisted to send you email if support is primarily done through email. I understand blacklisting domains known for abuse/spam but whitelisting individual accounts from that domain that are paying you seems like a good compromise having only put 5 seconds of thought into it.
  - Nadya 4y ago
    Seeing my ticket in their Help Center - and I don't see any of my responses. So they weren't getting my emails. I don't blame the Support team at all - they can't help someone they can't speak with - but it's still shitty that my email is blocked from contacting Support due to what is likely a domain blocklist. :( I guess a word to anyone who uses non-standard email (and by non-standard I sadly mean "not Gmail, Outlook, or Yahoo"...) to test if you can actually contact support with your email address. Best to confirm you can when you don't need it than not be able to when you do!

by Nadya 4y ago

Nadya 4y ago

Providing an update: I'm 99% sure my personal email address is being flagged as spam by DO's ticketing system and it isn't that I'm being ignored but that they're not receiving my correspondence. :) I reached out to @DigitalOcean on Twitter about my tickets and the older one was closed out as a dupe and we moved forward with the most recent one. They weren't able to verify my ID - no reason give but I think I know why - and they asked if we can move forward with an alternate means of verification: a random temp charge between $0.01 and $4.99 to the account and I provide the amount of the charge. I agreed to this - and 12 hours later I forgot if I had replied so I agreed to it again. This morning I received an automated response asking for me to respond. I responded. 2 hours later still no response - I hit up Twitter again. I'm thinking the reason they weren't able to verify my ID is because they never got my email providing it in the first place. Now - despite not verifying any charge amount - literally as I was typing this post I received an email stating 2FA was disabled. Either they lied about not being able to verify my ID or they decided to unlock my account anyway without verification which may be of concern to others. E: 2FA re-enabled and this time I made damn sure to backup my backup codes properly... also responded to the support ticket one final time requesting they verify if they've received it. If I don't hear back I'm going to assume I should change the email associated with my account. :)

Nadya 4y ago
Final update as it has been nearly a day now: no response from support. :) Changing the email address associated with my account to one that hopefully isn't blocked in the future. Question in case anyone actually sees this: What downsides would there be to whitelisting email addresses associated to active/paying customer accounts? Seems like a no-brainer move to have your customers whitelisted to send you email if support is primarily done through email. I understand blacklisting domains known for abuse/spam but whitelisting individual accounts from that domain that are paying you seems like a good compromise having only put 5 seconds of thought into it.
- Nadya 4y ago
  Seeing my ticket in their Help Center - and I don't see any of my responses. So they weren't getting my emails. I don't blame the Support team at all - they can't help someone they can't speak with - but it's still shitty that my email is blocked from contacting Support due to what is likely a domain blocklist. :( I guess a word to anyone who uses non-standard email (and by non-standard I sadly mean "not Gmail, Outlook, or Yahoo"...) to test if you can actually contact support with your email address. Best to confirm you can when you don't need it than not be able to when you do!