Can't live chat or submit a ticket - Quarantine question.

[JamieD06]

Every Time I am attempting to do a live chat it takes me to the help center. In the help center I click on live chat. It then loops back to the help center. I noticed in the help center I'm not logged in, so I log in and it loops me back to the dashboard. How do I submit a ticket or live chat someone to get support? We are facing an issue where ~10% of our users are getting our mails blocked in our back-end quarantine. Are there differences on how these items are sent? What do we need to do to get this resolved?

[William_A]

Hello @JamieD06 ,

If you're having issues opening up the chat window in your browser, I'd recommend going through standard connectivity troubleshooting. Keep in mind that when I say connectivity issues, I'm not necessarily referring to just your internet speed. There are a number of elements that can affect website connectivity and accessibility on an individual basis. 

The most common culprits are typically incompatible browser extensions, problematic caching or cookies that need to be cleared, or interference from an ad/pop-up blocker, VPN, or other security software erroneously trying to block elements from our site from functioning as intended. Temporarily disabling these tools, and then refreshing our site can help narrow down the source of the issues. Testing to see if the issue occurs on other browsers, in Incognito/Private mode, on other devices, or even other networks can also help narrow down the source of the problem.

See also:

Connectivity Troubleshooting FAQ

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Regarding your delivery issue, it's most likely being caused by your lack of email self-authentication, since you have your own domain, but are sending through a 3rd party (in this case us). To address this, I'd advise setting up self-authentication for your account If you need additional insight or guidance regarding this, I'd recommend speaking with the Delivery team directly.