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What is the Unity support answer time?

Discussion in 'General Discussion' started by raz_bt, May 14, 2019.

  1. raz_bt

    raz_bt

    Joined:
    Mar 16, 2018
    Posts:
    1
    Hi everyone!

    How long does it take for Unity support to reply? I sent them a message a few weeks ago with no answer and sent them the message again last week. The message is related to a Unity Plus subscription invoice. I sent the message using this form https://unity3d.com/contact/get-in-touch. I received an email saying that someone from Unity will answer me very soon but nothing happened.

    So does anyone know how long it takes for them to answer?

    Thanks!
     
  2. TonyLi

    TonyLi

    Joined:
    Apr 10, 2012
    Posts:
    9,506
    It can take a few weeks to respond to bug reports, but sales & billing questions should be faster. Check your spam folder in case their reply ended up there. If not, follow up again.
     
  3. Marble

    Marble

    Joined:
    Aug 29, 2005
    Posts:
    1,199
    I came here to ask the same question!

    I contacted Unity sales using the web form here three times over the past three weeks, and nothing. I'm part of an edu institution with end of the year money to spend on a bunch of edu Teams licenses; the money has a time limit before it expires, and no one at Unity seems to want it!

    I contacted the tech support (ticket) staff at the one-week point and they actually responded, saying that they'd pass on my inquiry to someone who can help, but that someone still hasn't been in touch.

    It seemed rude to resort to a public forum to get noticed, but I think Unity would rather make the sale than lose it?

    Maybe eyes on this thread will get us both noticed.
     
  4. AndersMalmgren

    AndersMalmgren

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    Aug 31, 2014
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    I have never had more than a few days on mine
     
  5. unity_qzKemeOLiFA8YQ

    unity_qzKemeOLiFA8YQ

    Joined:
    May 10, 2019
    Posts:
    1
    They don't answer at all. My two support emails are unanswered for 3 monts now.
     
  6. AndersMalmgren

    AndersMalmgren

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    Interestesting, are you on plus or pro? I'm on plus license always respond within days
     
  7. Andy-Touch

    Andy-Touch

    A Moon Shaped Bool Unity Technologies

    Joined:
    May 5, 2014
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    1,009
    It depends on which path of support you are taking. Support ranges in quality/price/response time from 'Free' all the way through to 'Enterprise'.
     
  8. Marble

    Marble

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    Aug 29, 2005
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    That makes sense, but where does "Education," from this page, fall on the spectrum? Our institution has many Pro licenses and I want to add around 70 more seats of Unity Teams Advanced, but on Wednesday it'll have been 4 weeks and several attempts since I first tried to make contact.

    Our IT dept says they don't have direct contact info from previous dealings on record, so as far as I know it's my only way in.
     
  9. Marble

    Marble

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    I hate to bump, but it's been eight weeks and eight attempts now. Am I SOL?

    @raz_bt did you ever hear back?
     
  10. TonyLi

    TonyLi

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    Apr 10, 2012
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    9,506
  11. hippocoder

    hippocoder

    Digital Ape Moderator

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    Apr 11, 2010
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    25,334
    Try the live chat, and point them at this thread.
     
    Marble likes this.