When I try to contact support through the chat window, I prove I’m not a robot. Once verified the chat window opens up and then instantly asks me to reply to chat to show I am still there. Once I click on the green “Reply to chat” button, it goes grey and I can’t do anything. Please help. It has been like this for weeks now and when I call support just says they are probably fixing it. That doesn’t seem to be the case as it still isn’t working.
Hello @TreavorHHH !
Thank you for including the screenshots, this does indeed look odd. What browser do you use to try and access the chat? I would recommend you try to check it on the Google Chrome browser, and if that is what you have been doing already, try to first clear the cache and cookies by following these steps here, then contacting us through the chat again.
Also, please feel free to ask me any questions here as I would be more than happy to try and help you out also.
I have used mozilla firefox and chrome. Both experiencing the same issue. I have also tried in a private browsing tab with the same issues.
Thank you for testing it across those browsers! It is possible that you might need to update your browser. Here is how to check for an update on Google Chrome.
If this does not work after the update, could you tell me a little bit more about the device that you use to try and access the chat? What version of your OS are you using? Here are the ways to update your system:
Try again after the update and see how you get on!
I am using google chrome and have updated to the latest version. Still cannot contact support. I am using a xps 15 9500 running windows 10
I appreciate you trying all the options so far.
It sounds like you might instead have an issue with the internet connection being too weak. Have you already attempted to connect to the chat on an alternative internet connection? Even if you could test it with a mobile hot spot - that would be a good indicator as to if this is to blame here.
Again, you can let me know what you find!
Here is a snip of my speed. I use a t-mobile hot spot and it has worked on it before
Thank you for the screenshot - it could still be a network related error, which is why trying it on a different connection would be helpful. Have you looked at it from a connection such as mobile internet before? If it works there, this may be an indication that you need to speak to your internet provider and see if there is something blocking out our chat.