I can't make a support ticket

(apologies if this is a duplicate question - I can't see the previous question I thought I posted)

I am unable to make a support ticket (through my dashboard). Every time I'm met with a permanent rotating 3 blue dots…

(and the verification reCAPTCHA always expires)

My issue is very similar to the recent issue reported here…

https://community.bitdefender.com/en/discussion/104611/completely-unable-to-cancel-subscription-and-request-refund?tab=all#latest

…but this 'solution' does not work for me (using chat or email contact methods). It seems your website settings is making it next to impossible for customers to communicate with you.

How do I make a support ticket?

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Gjoksi

@Alexandru_BD

Can you check on this? Thanks.

JimBob12

Thank you, I tried this again and some progress…upon clicking 'Submit' I was met with a blank white screen, no message to say this contact process was successful. Assuming that worked, I'm still waiting on an email acknowledgement. As this still seems 'buggy', I'll try again if I don't get an email from you - and I'll also describe my problem in this thread so that maybe you can help me via here (my email is the same as registered to my subscription).

I'm using Chrome on my PC. I do have two anti popup/advert extensions, but I disabled all these beforehand.

Gjoksi

Hello again.

Could you please describe your problem here? Maybe we could help you.

Thanks.

Alexandru_BD

Hi,

You may describe the situation here as well, and we'll try to help you. Based on my findings, the ticket was not yet created.
Have you also tried using other browsers? Or clear cache & cookies? Assuming there are no adblockers or anti-trackers running on that browser, do you also use a VPN? And does the chat option work for you? This will also open a ticket automatically once you connect to a Support representative.

JimBob12

Thanks Gjoksi, I've sent you a message.

(I also tried Firefox and had the same issue making a support ticket, only 'bitdefender anti-tracker' was active in the extensions here)

Alexandru_BD

Try the chat option in this case. With the anti-tracker disabled.

Flexx

If nothing works, I have provided you with the email to get in direct touch with Bitdefender Support via private message. Kindly note that the support team usually takes up to 72 hours to respond to a ticket, but it may sometimes take longer due to high demand and the nature of the escalation tickets they receive on a daily basis.

Regards

JimBob12

Thanks, email sent via the link you provided. Hopefully my issue is resolved, one way or another.

I have, in the past (1 or 2 years ago), been able to communicate via the same support ticket system and that worked effectively.

Unfortunately, that route has pretty much been closed down to customers using what are clearly, extreme frustration tactics, and this is system-wide with many people sharing the same experience. Unfortunately for customers this isn't only a case of deactivating all browser extensions, as I have done, you are literally asking users to go into the OS and disable much, much more. This really doesn't bode well for the future of Bitdefender. This situation needs to improve, sooner than later.

Alexandru_BD

Ok, so I did a few checks and it seems that this is a known issue, and the web developers are already working on it.

Thank you for your patience and understanding.

JimBob12

Thanks. I've just made a purchase on Amazon for a good 2 year deal. I definitely shouldn't really complain too much here, after all the Amazon seller is Bitdefender itself and I guess, they're simply looking to attract new folk. Fair enough. But as existing (or new) subscribers, we just have to remember to turn auto renewal off after every renewal and check out Amazon/other for our renewals…that is, until Bitdefender stop these 'deals'.

Being a long term subscriber, I do already know this but previously, this was 'corrected' through the support ticket method. With this method being 'broken', Bitdefender runs the risk of having increasing levels of 'public' complaints on this very forum. Perhaps they need to make support tickets less frustrating so that things can be handled 'privately' - while, of course, suitably correcting their complaints?

You already have a well-proven excellent, continually 'top-reviewed' product. Seems a wee bit illogical to push complaints here!

Alexandru_BD

I know there are good deals on Amazon as well, on the official Bitdefender seller profile, but also at other resellers and trusted partners. I think prices may fluctuate, depending on the point of sale, but also on the various campaigns globally, or in specific locations. As for the official website, they usually offer the products with a discount for the first year of subscription, and this means that in the event the automatic renewal feature is kept enabled, the subscription will be extended for the full list price of that respective suite. Nevertheless, they may also send early renewal discounts (if the user is subscribed to marketing communications) and depending also on their existing campaigns at the time. Discounts are also offered periodically, during specific times of the year, for example during Black Friday, or Cybersecurity Awareness Month, Back to School, etc., so this is something to keep in mind.

Some campaigns may be available for a limited period of time, while others may last longer, again, this depends on several factors, the marketplace, the vendor, the partners involved, the time of the year, etc. But usually they do their best to provide fair prices and good value for money.

Regarding the Support Center and the contact form, there's indeed an issue there, either with the captcha not working properly or other elements of the page, but this is being corrected as we speak. For what it's worth, the contact channels are usually very reliable. I remember that they ran into a similar issue in the past, but that was fixed swiftly.
Of course, we've had our fair share of complaints on the forum now and then, and I think that's expected, especially whenever something is not working as it should.
I think that all the feedback we receive here helps improve Bitdefender's services and products, and the community has proven to be an extremely valuable source of feedback, ideation, and inspiration over time.

Last but not least, thank you very much for your appreciation and for joining us here. 👍️

Regards,

Alex

Alexandru_BD

Update: the issue has now been solved, so for anyone reading this, if you need to raise a ticket, the form should work as expected now.

Thank you once again!

Ruben90

I have the same issue.
i cannot create a support ticket.
Also the chat function is not working for me.

Alexandru_BD

Hi,

I know they fixed a captcha issue on Friday afternoon, so my advice would be to clear cache & cookies, or maybe exchange browsers and try again. It should work now. If it doesn't, let us know and take a screenshot of the page so we can further investigate, if necessary.

Regards

Gjoksi

Hello.

@Ruben90 already made a post about the issue:

https://community.bitdefender.com/en/discussion/104696/i-cannot-create-a-support-ticket-keeps-telling-me-unable-to-create-a-ticket

Regards.

Alexandru_BD

Ok, I haven't got to that one yet, so this happened last night I assume? I got the screenshot from the other thread just now. We can continue the conversation here.
And thank you @Gjoksi 😉

I just tested the contact form and it's working for me, no errors whatsoever and I got a ticket number. Using Google Chrome.

Please try again now.

Thanks