Not receiving a support email reply Troubleshooting

When you open a support ticket, our team replies by email so you have a written record of the conversation. If a reply hasn't arrived, it's almost always one of a few simple causes. Work through the checks below and you'll usually find it quickly.

First, check your spam and other folders

Automated filters sometimes route support replies away from your main inbox. Before anything else, look in:

• Your Spam or Junk folder
• Promotions, Updates, or other tabbed categories (common in Gmail)
• Any rules or filters that auto-archive or forward messages

Search your entire mailbox for praxivara rather than scanning folder by folder. That surfaces the reply wherever it landed.

Tip: If you find our reply in spam, mark it as "Not spam" and add our sender address to your contacts. That helps future replies reach your inbox directly.

Confirm the reply is going to the right address

A support ticket sends replies to the email address on the ticket. If that address has a typo, or if you submitted the ticket while signed out and entered a different address, the reply won't reach the inbox you're watching.

1. Check the email account tied to your Praxivara sign-in, and any secondary address you may have used.
2. If you opened the ticket as a logged-out visitor from the Help Center, confirm you typed your address correctly.
3. If you've recently changed your email, check both the old and new inboxes.

Allowlist our support address

Corporate mail systems are the most common reason a reply never appears. If your organization uses strict filtering, replies can be quarantined before they reach you.

Ask your IT team or email administrator to allow messages from the Praxivara support domain. If you manage your own filters, add our sender to your safe-senders or allowlist so future replies are delivered normally.

Reply hasn't arrived yet? Check the expected timing

Not every silence means a lost email. Each plan carries a target first-response time, and replies are handled during support hours rather than instantly.

• If you're on a plan with standard or priority support, a first reply may still be within its target window.
• Higher plans that include live chat generally see faster responses, but ticket replies still follow the same email flow.

If enough time has passed for your plan and you still see nothing, move on to the steps below.

Reconnect with the support team

If you've ruled out spam and confirmed the address, the fastest way to get back on track is to reopen the conversation:

1. Open the support widget from the help bubble in the corner of any signed-in Praxivara page.
2. Look for your earlier conversation in the widget's history. Your past chats and tickets appear there when you're signed in.
3. Add a new message to the existing conversation so it stays tied to the same request, or start a fresh ticket if you can't find the original.
4. Include the email address where you'd like the reply sent, so there's no ambiguity.

If your plan includes live chat, you can also open the widget and start a real-time chat rather than waiting on email. A live chat can be turned into a tracked ticket so nothing is lost when the conversation ends.

What to include so the next reply lands

To help the team respond quickly and to the right place, include:

• The email address you want replies sent to
• A short description of the original issue and when you first reached out
• Any reference or subject line from the earlier ticket, if you have it

Note: You can also ask the in-app AI assistant a how-to or troubleshooting question directly in chat. It searches the Help Center and Documentation and summarizes the relevant articles with links, so you may resolve the issue without waiting for an email at all.

Once you've allowlisted our sender and confirmed the correct address, replies should reach your inbox reliably going forward.