Haven’t heard back from support - what should I do?

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Are you waiting for a response?

Oh no! We know that you reach out when it’s important, and we do everything we can to get you the solution you need, as quickly as possible. Most of our messages are replied to within the next business day, but if it’s a complicated topic that we have to research, it can take longer.

We’ve found, however, that the most common reason that replies don’t arrive is because of mail filters. Please check your spam folder, your “All Emails” folder, and search for messages “from:glowforge.com”. You can also add support@glowforge.com as a contact, which will help ensure email gets delivered.

In the unlikely case that you haven’t heard from us after 3 days have passed, something is definitely wrong. If you’re certain that our emails aren’t getting filtered, please reply to your original message to check on your ticket.

We know how important it is to get your issue resolved, and we’ll do everything we can to make sure you get the information you need as quickly as possible. Thanks so much for getting in touch!