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Escalating an Issue

If your issue isn’t being resolved through normal support channels, here’s how to escalate.

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When to Escalate

Consider escalating when:
  • ✓ You’ve waited longer than the expected response time
  • ✓ Your issue has been open for multiple days without resolution
  • ✓ The response you received didn’t address your problem
  • ✓ You’ve tried the suggested solutions and they didn’t work
  • ✓ You believe there’s been a significant error on our part

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When NOT to Escalate

Escalation isn’t appropriate for:
  • ✗ Feature requests (these follow a different process)
  • ✗ Disagreements with our policies
  • ✗ Issues submitted less than 24 hours ago
  • ✗ Getting a faster response on non-urgent matters

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How to Escalate

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Step 1: Reply to Your Existing Ticket

  1. Find the email thread from your original support request
  2. Reply (don’t start a new thread)
  3. Clearly state:
    • That you’d like to escalate
    • Why the current solution isn’t working
    • What outcome you’re hoping for
Example: 
Hi,

I'd like to escalate this issue. The solution provided
didn't resolve my problem because [reason]. I've been
unable to [describe impact] for [X] days now.

I'm hoping to [desired outcome].

Thank you.

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Step 2: Include Your Ticket Number

Always reference your ticket/case number (found in previous emails) so we can quickly locate your history.

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Step 3: Wait for Escalation Response

Escalated issues are reviewed by a senior team member. You should hear back within:
  • Pro subscribers: 24 hours
  • Free tier: 48 hours

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What Happens During Escalation

  1. Review: A senior support member reviews your entire case history
  2. Investigation: They may dig deeper into technical issues
  3. Decision: They determine the appropriate resolution
  4. Response: You receive a response with next steps or resolution

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Escalation Outcomes

Depending on your issue, escalation may result in:
  • Further troubleshooting with advanced technical steps
  • Bug confirmation and timeline for a fix
  • Policy exception in special circumstances
  • Refund or credit if appropriate
  • Explanation if the original response was correct

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If Escalation Doesn’t Help

If you’re still not satisfied after escalation:
  1. Reply again explaining what’s still unresolved
  2. Request manager review for billing disputes
  3. Consider alternative solutions we may have suggested

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For Billing Disputes

If you believe you’ve been incorrectly charged and support hasn’t helped:
  1. You have the right to dispute through your credit card company
  2. However, we prefer to resolve issues directly
  3. Contact us first with “Billing Dispute” in your subject line

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Response Time After Escalation

SubscriberEscalation Response
ProWithin 24 hours
FreeWithin 48 hours

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Tips for Effective Escalation

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Do:

  • Stay calm and professional
  • Be specific about the problem and desired outcome
  • Include relevant details and screenshots
  • Reference your ticket number

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Don’t:

  • Use aggressive language
  • Make threats
  • Submit multiple escalations for the same issue
  • Escalate before giving initial support time to respond