No replies from Qualtrics support and issue to schedule exam | XM Community
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Michael_Cooksey
Administrator
11 days ago
Question

No replies from Qualtrics support and issue to schedule exam

DominicaE
Level 2 ●●
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Hello everyone, 

I am wondering how I can contact Qualtrics support if I only have a free survey account. The chat and phone are unavailable, and I have not received a response to my email for 5 days. 

I need help to schedule my exam which I bought in a bundle but the main issue is that I have a different email provided for Basecamp and a different for free surveys account (I couldn’t use the same one as I got a message that @hotmail domain is not supported). Now, if I want to schedule an exam it directs me from basecamp to the surveys account with a notification that I have not paid. 

I don’t know if there is a way to somehow connect the two accounts or change email on one - I tried to look and do it in settings but with no luck. 

Thank you for any suggestions/help!


 

 

5 replies

A
Level 5 ●●●●●
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  • ash123
  • Level 5 ●●●●●
  • 276 replies
  • October 30, 2023

If you select different options on the page, some of them allow live chat or phone call and some don’t. When I click specifically the “Survey platform and XM Directory” button, it allows live chat and phone in the support page portal

JoseS
DominicaE
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Michael_Cooksey
Administrator
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Hello @DominicaE -- thank you for your latest post. I apologize for any confusion or frustration you experienced trying to contact the team.

I see several tickets in our queue were closed by you before the team could reply; and I see one chat log from 30 October in which a support rep passed along the contact info for our Basecamp team.

If you have not received an email or response from the Basecamp team, please let me know, and I can escalate the issue for you. 

Please keep me posted -- I am more than happy to jump in and help resolve things here!

Head of Qualtrics XM Community
gdyczyak
DominicaE
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DominicaE
Level 2 ●●
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  • DominicaE
  • Author
  • Level 2 ●●
  • 16 replies
  • November 2, 2023
Michael_Cooksey wrote:

Hello @DominicaE -- thank you for your latest post. I apologize for any confusion or frustration you experienced trying to contact the team.

I see several tickets in our queue were closed by you before the team could reply; and I see one chat log from 30 October in which a support rep passed along the contact info for our Basecamp team.

If you have not received an email or response from the Basecamp team, please let me know, and I can escalate the issue for you. 

Please keep me posted -- I am more than happy to jump in and help resolve things here!

Hello Michael, 

Thank you for offering help. 

Yes, I closed the tickets after I connected on chat and received a response from the Certifications Team. I didn’t want to have so many of those open but I had an issue with connecting on chat and phone call is not available to me. 

Unfortunately, I am still unable to schedule an exam so if the Certifications Team can respond to the last email I sent on Tuesday, 10/31. 

Thank you!!

Michael_Cooksey
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DominicaE
Level 2 ●●
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  • DominicaE
  • Author
  • Level 2 ●●
  • 16 replies
  • November 2, 2023
ash123 wrote:

If you select different options on the page, some of them allow live chat or phone call and some don’t. When I click specifically the “Survey platform and XM Directory” button, it allows live chat and phone in the support page portal

Hi Ash, 

Thank you for your help! I managed to get through chat - a phone call is not available to me. Trying to resolve the issue currently :(

Michael_Cooksey
Administrator
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Thank you for the update, @DominicaE -- I will escalate your message to the Basecamp team now. Thank you so much for your patience. 

Head of Qualtrics XM Community

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