Why no telephone support

When is Expensify going to use telephone support. It is quite frustrating waiting overnight for a response to a support question and then you are directed to a link that does not even solve the original question. It has taken me weeks to solve an issue.

Answers

  • RachCHopkinsRachCHopkins Posts: 994 Expensify Success Coach

    Hi @Ollie2107 Welcome to the Expensify Community!

    To be honest, our volume is really huge this week, so even if we had a phone you'd be waiting for hours on hold. Which is precisely why we don't have a phone number.

    When your query comes in, we do our best to answer comprehensively using the information that you've provided (report IDs, user email addresses, card numbers, domain names etc), and if we think there's a help document which outlines the process you need to undertake, we'll send it to you rather then paraphrasing.

    Some issues do need more back n forth than others, and if we can't work out the issue with the info provided we will also need to come back to you.

    We may also be consulting with different global teams behind the scenes, again so that we can try and answer with as little back n forth as possible.

    Have you read our Support Methodology post?

  • NicholaNichola Posts: 1 Expensify Newcomer

    really poor customer service and time/money could be saved if we could resolve issues quicker

    We will be looking for an alternate solution as quickly as possible.

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