The provider of my old email service went out of business and on Sunday, March 13 2022 when I tried to log in I was asked to confirm the access from a new device / browser / location (don't know why but it's not relevant) and obviously the confirmation code has been sent to the dead email.

So I opened a ticket the same day (#1271743) and I've answered all the bot's questions to confirm my identity, and I've specified my new email address.

Guys, I don't know if you are understaffed or not, but I would expect an online support of any kind to answer in 48/72 hours. A week is stretching it. Two weeks is way too much. Three weeks is insane. In a couple of days it will be one month.

Maybe you could prioritize requests based on the urgency, like being completely cut off from the site for example, or you could automate requests like this one, where the bot has enough data to be reasonably sure I'm the owner of the account (old email address + transaction id of a previous payment).

I don't care as long you do something.
The support is not existent.

Somehow 1-2 months response time is satisfactory to them, and their solution is a bot that doesn't understand or help with anything.

Look at general forum and find (!) dev posts and try to pm one of them. Make sure your settings allows pm from everyone.

Thanks, I'll wait a couple of days in case someone see this post, else I try to contact Firek (Support Overlord).
With a title like that he seems a good candidate.

Good luck, you'll need it.

These are the peeps that are most accessible right now...

chandra

SmollestLight


Good luck!

Tell them you're Chinese or Ukrainian. They'll respond quick enough then.

It's not. The support agents are always very apologetic about the response delay. I'm sure the higher ups are also aware of the collapse of the support system. I don't know what reasons they have for not addressing it, but I'm sure they don't think it's fine as is. They claim it successfully answers 40% of queries. You'd think support wait times would be shorter than, but it's gotten worse for me. Interestingly, a new hire claims messaging a staff member doesn't speed up support tickets. I don't know if this is a new employee unaware of how things actually work, or a new policy that we're not aware of. It stands to reason that as more people turn to chat for support, that avenue would eventually become overloaded as well.

Thanks, that is interesting and amusing at the same time.

"I will be closing this thread now, since you will have to wait for our Support to get back to you in due time."

Apparently in my case one month is not enough.

You're welcome, for what it's worth. You should definitely PM a staff member regardless. At worst, you'll be ignored. Apart from the aforementioned, you could also try messaging ponczo_ It's especially bad in that instance. The OP didn't have a support ticket open, and didn't realize privacy settings were preventing sending chat messages. My support response time used to be an average of 5 weeks. Some have suggested support tickets get priority based on severity, but I've seen too many situations like yours to believe that. My latest support ticket was opened February 15th and I got a response April 5th... I was only asked if the issue persists.

I think after one month or more is passed one thing they could do is to gift some GOG money in the wallet of the user.
After all is still money that will be spent here and I find it only fair.

The posts I saw where they are saying "we are sorry" are not enough.
I always thought talk is cheap, if you want to say you are sorry do something tangible.
Also it would be an incentive to fix their deficiencies because no one likes to be touched in the wallet.

Wouldn't that be a nice idea ?

This is just another example of why two step logins like these aren't very good.

Another question is what is everyone messaging support for anyway? Most of the time gog works i.e pay for game,download game, play game.

16:55

It's a nice thought, but I imagine if they had money to spend, they'd simply hire more support staff.
2FA is a necessary security measure, but there are usually two methods of verification. There are some entries in the community wishlist about additionally supporting an alternate e-mail address, a phone number, or some kind of authenticator phone app. It would help a lot to avoid this kind of locked out situation.
In my case, issues with GOG Galaxy features in certain games, and miscellaneous website bugs.
I did once buy a game and it wasn't added to my library, but I solved that on my own with the refresh link.

It has been fixed TODAY, Apr 10 2022, 4 weeks later.

Thanks to watvin for fix it on a Sunday.

The fact remains that I have been without access to my account for 4 weeks

This is the reason I firmly believe any online account anywhere has to support two e-mail addresses, especially when measures like two-factor authentication are in place. This way you can easily regain access to it using your secondary e-mail address. That or enable recovery access codes like Google does, so that you have some way of getting access back.

I cannot begin to imagine the amount of headaches I would have if for some reason I lost access to my main e-mail account.