Denise (![[staff profile]](https://www.dreamwidth.org/img/silk/identity/user_staff.png)
denise) wrote in ![[site community profile]](https://www.dreamwidth.org/img/comm_staff.png)
dw_maintenance2023-01-18 04:38 pm
denise) wrote in dw_maintenance2023-01-18 04:38 pm
Support email aliases temporarily down
EDIT: This issue has now been resolved and all of our support email aliases are working again. We still don't know how long they were down, and as I suspected, all of the email that was sent to those aliases while they were down can't be redelivered. If you tried to contact us using one of our support email aliases and you haven't heard from us, please send the message again: chances are very good we never got it. I'm really sorry for the hassle!
Original message about the now-resolved situation follows:
We've just discovered that the email aliases that feed into our support system (abuse@, support@, accounts@, etc) are not currently able to receive email, and in the worst possible way: they're just silently eating email without any kind of bounce message or any sign that we didn't receive the message.
We're not sure how long this has been happening, but if you've sent an email to one of our support email aliases or replied to an email we sent you from one of our support emails, and we haven't replied to you, it's because we didn't get it (and I am so sorry!) Mark and Robby are working on identifying and fixing the problem now, and I'll update this entry when the aliases are working again. In the meantime, if you need to get in touch with us, or you tried emailing us and never got a response, please submit a support request and repeat the issue that you're having so we can take a look at it: categories in the drop-down marked with a * are private categories that will not be publicly visible. "Account Payments" corresponds with the accounts@ email address, "Anti-Spam" corresponds with the antispam@ email address, "Feedback" corresponds with the feedback@ email address, and "Terms of Service" corresponds with the abuse@ email address.
Our generic, catch-all "this needs privacy so the contents of the support request aren't publicly visible" support category doesn't let you open a support request in it: we do that so that people don't see 'support' in the drop-down menu when opening a support request, choose it because they think "hey, I need support," and wind up with their support request sitting in a category only staff can see, which means it will take longer for one of us to have a chance to help you out with it. (Our public support board will usually get you an answer a lot faster, because a lot more people have the ability to answer those requests: sometimes a problem is a lot harder, we don't know the answer yet, or the issue needs staff intervention, so those can sit sometimes too, but if your support request doesn't need to be private, it's better handled on the public support board where more people can work to troubleshoot it. If you've ever noticed that our "this support request has sensitive data that needs to be private or staff-only, but doesn't fit in one of the other private categories" support category has the extremely whimsical and semi-nonsensical name "Peterstein, Disco King", that's why: we're trying to keep people from putting things in there that don't need to be in there!) If you need to contact us about a general technical support issue that contains information that needs to be private (such as IP address, email address, etc) please temporarily use Account Payments when opening a support request and we can move it for you.
I'm really sorry about the problem: we'll get it solved as soon as we can now that we know it's an issue, but chances aren't good that the fix will be able to redeliver any of the mail that's hanging out in limbo. If you've tried to contact us using one of the support aliases, and we never got back to you, please try again.
Original message about the now-resolved situation follows:
We're not sure how long this has been happening, but if you've sent an email to one of our support email aliases or replied to an email we sent you from one of our support emails, and we haven't replied to you, it's because we didn't get it (and I am so sorry!) Mark and Robby are working on identifying and fixing the problem now, and I'll update this entry when the aliases are working again. In the meantime, if you need to get in touch with us, or you tried emailing us and never got a response, please submit a support request and repeat the issue that you're having so we can take a look at it: categories in the drop-down marked with a * are private categories that will not be publicly visible. "Account Payments" corresponds with the accounts@ email address, "Anti-Spam" corresponds with the antispam@ email address, "Feedback" corresponds with the feedback@ email address, and "Terms of Service" corresponds with the abuse@ email address.
Our generic, catch-all "this needs privacy so the contents of the support request aren't publicly visible" support category doesn't let you open a support request in it: we do that so that people don't see 'support' in the drop-down menu when opening a support request, choose it because they think "hey, I need support," and wind up with their support request sitting in a category only staff can see, which means it will take longer for one of us to have a chance to help you out with it. (Our public support board will usually get you an answer a lot faster, because a lot more people have the ability to answer those requests: sometimes a problem is a lot harder, we don't know the answer yet, or the issue needs staff intervention, so those can sit sometimes too, but if your support request doesn't need to be private, it's better handled on the public support board where more people can work to troubleshoot it. If you've ever noticed that our "this support request has sensitive data that needs to be private or staff-only, but doesn't fit in one of the other private categories" support category has the extremely whimsical and semi-nonsensical name "Peterstein, Disco King", that's why: we're trying to keep people from putting things in there that don't need to be in there!) If you need to contact us about a general technical support issue that contains information that needs to be private (such as IP address, email address, etc) please temporarily use Account Payments when opening a support request and we can move it for you.
I'm really sorry about the problem: we'll get it solved as soon as we can now that we know it's an issue, but chances aren't good that the fix will be able to redeliver any of the mail that's hanging out in limbo. If you've tried to contact us using one of the support aliases, and we never got back to you, please try again.
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Noting while here that the 2nd last oaragraph, starting with , may be worth moving unstruck-through somewhere (outside this cut or in a separate post), since it's useful outside this things-broke-down context.