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Email support: replies by email; reports and reference numbers

You might be here because: “I emailed support and heard nothing” · “which address do I email” · “got an automatic reply, is that it” · “where is my reference number” · “I replied to noreply and it bounced” · “how long until support answers”

Short answer

Write to [email protected]. Every reply from support comes from [email protected] or the address you wrote to, on the @driftstack.dev mail domain even if you wrote to driftstack.io. If you write from Help in the app or dashboard, our replies appear in Help and a copy is sent to your account email address. Conversations started by email continue by email and are not listed in Help.

Check first

  • Did an automatic acknowledgement arrive? Those are sent for security, privacy, abuse and urgent addresses — at most once per sender every few days.
  • Did you reply to noreply@, status@ or announcements@? You’ll get “This address isn’t monitored — we passed your message to support”; no need to resend.

Likely causes and fixes

  1. Reply times. Security reports: acknowledged within minutes, a person replies within one business day. Privacy requests: acknowledgement carries a request reference and the date by which you’ll be answered (one month). Abuse reports: triaged within five business days; no details about any account are shared with the reporter.
  2. Reference numbers. Privacy requests get one in the acknowledgement; a report handed off from the assistant returns a request_ref to quote. Ordinary support conversations don’t have a public reference beyond the Help thread.
  3. No acknowledgement for a normal support email. Expected: acknowledgements are only for the special addresses. Automatic mail (bounces, out-of-office, lists) never gets a reply.

If it still fails

If more than a business day passes on a security matter, or nothing arrives on a privacy request after the acknowledgement date, write again quoting the reference. Billing disputes, refunds, account access and legal questions are always a person’s job; the assistant can only tell you the process above.