Forums / Suggestions and technical issues / Not getting email or text support signed up with

Not getting email or text support signed up with

4 posts, 0 answered
  1. tiny2018
    tiny2018 avatar
    45 posts
    Registered:
    23 Mar 2019
    04 Apr
    Link to this post
    i am signed up for email support as well as today tried to sign up for text and live in Ontario but when I go to close the support page or log out everything changes with the text support it is back to being shut off. since I have signed up have yet to receive any emails for the email support either. not sure what is happening and wonder if am doing something wrong. it says standard text messaging rates apply and I have unlimited text and picture messaging its just I pay for a plan monthly but is a prepaid plan. could that be the reason not sure but can you look into it and help me so can receive them or at least if can get the emails would be great.
  2. tiny2018
    tiny2018 avatar
    45 posts
    Registered:
    23 Mar 2019
    04 Apr
    Link to this post
    I checked with my cell phone provider and said yes I am able to get the texts but don't see any texts from 123456 at all sent to my phone. checked my junk and spam boxes as well and nothing is in there as well
  3. marianne, quit coach
    marianne, quit coach avatar
    275 posts
    Registered:
    30 Nov 2017
    04 Apr
    Link to this post
    Hello Tiny2018,

    Thank you for posting about your concerns.  Kyle, who oversees our technical support has posted about the issue we are having with the delivery of the email support.  We are working on a solution and will update you in this forum as soon as it is resolved.  We sincerely apologize for this inconvenience.  

    Regarding your text/live chat service, I activated it for you on our end as it appears it wasn't accepted.  Please feel free to call us at 1-877-513-5333 if it is not working for you and we work to resolve.  

    Best Wishes,

    Marianne







  4. kyle @ smokers helpline
    kyle @ smokers helpline avatar
    81 posts
    Registered:
    28 Nov 2017
    08 Apr in reply to tiny2018
    Link to this post
    Hey tiny2018,

    Thanks for your patience. One question - are you hitting the Save button at the bottom of the Support Preferences page after you switch on text support? If not, the change won't register, and you'll return to find it switched off again. It's a fail-safe to ensure it isn't switched on by accident.

    As for the e-mail issue, we think we have that remedied as of this morning. Keep an eye out and you should receive e-mails in the next few days, depending on your quit date.

    -Kyle-
4 posts, 0 answered