Hello carmik, welcome to the Community!

 

First of all, let me apologize that you have not seen a repsonse from Support.  I can assure you that this is highly unusual.  My own response time when I need help is usually 2 hours or less.  (I am not a Webroot Employee, just a plain user like you who volunteers here to help out.)

 

Have you checked all of your spam email folders to see if perhaps the response was directed in there?

 

Also, please make sure you do not add to or update your ticket until you have heard from Support: doing so apparently will make the ticket system think that you are submitting a new issue and it can cause your ticket to go to the end of the queue.

 

 

If I can ask, what is the exact nature of the problem that you are having?  While many Console issues do require Support for help, maybe we can help you here.

 

@  Can you also take a look at this please?  (Nic is the Community Manager, and he generally ROCKS at helping !)

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I found your ticket - it looks like you've unfortunately gotten bitten by a wrinkle in our ticket system.  Each time you add to the ticket, it resets the date to the latest response by you, so if you do that every few days it's like you go back to the back of the line.  I pinged support to see if they can move you up to the front of the queue since the original ticket was on the 5th.  You can also call in if you need help immediately, although I'd recommend waiting until later in the day as Monday is the busiest support day.

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As always,Thanks Nic!!  You rock! 🙂

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