Overview of support options
Posted: Tue Jul 04, 2017 8:42 am
Thanks for joining the community! Here are some options for obtaining customer support.
Unofficial methods
These unofficial methods provide a way to obtain a quick response to common questions. PROHASHING staff may reply, but often other customers are very helpful. When you use these methods, simple questions will usually be answered within a few hours.
Official methods
These official methods of support guarantee that someone from PROHASHING will read your request and respond to you directly. These are the best choice for complicated questions that need an official response and which cannot be answered by other customers. When you use one of these methods, you'll almost always get a resolution within a day.
Finally, to encourage good manners and sharing of resources, duplicate tickets are deleted and the original ticket is moved to the back of the queue. In the past, we've found ourselves answering the same ticket twice. Duplicate tickets waste valuable time and we ask that you assist us in providing better service to other customers, who also have important issues, by saving our time.
Unsupported methods
These unsupported methods do not guarantee a timely reply. When messages do get received through these methods, they are copied to one of the supported methods, where manpower is wasted performing the copying and additional time elapses before an answer is received. When you use these methods, it can be many days before your problem is addressed.
These methods are great places to communicate, but not to obtain customer service, because customer service requests need to be tracked and assigned to the person who is most qualified to respond to them.
Unofficial methods
These unofficial methods provide a way to obtain a quick response to common questions. PROHASHING staff may reply, but often other customers are very helpful. When you use these methods, simple questions will usually be answered within a few hours.
- Join our Discord server: https://discord.gg/YcXQnHEyjT
- Post a new topic in "Support and Feedback"
- How do I set up this type of miner?
- Which miner should I buy?
- Which coins are best to invest in?
- Should I name my workers using n=?
Official methods
These official methods of support guarantee that someone from PROHASHING will read your request and respond to you directly. These are the best choice for complicated questions that need an official response and which cannot be answered by other customers. When you use one of these methods, you'll almost always get a resolution within a day.
- Log in, and then click the "Support" button in the website footer. This method is preferred because it proves your identity in the ticketing system, allowing us to exchange private information safely.
- Send an E-Mail to help@prohashing.com
- Call 888-901-HASH
- I found a bug in a feature, and here's how to reproduce it.
- It's been over one day since I crossed the payout threshold, and a coin hasn't been paid, and my account's username is X!
- I think my account's balance (username X) is incorrect.
- I'm releasing a new scrypt or x11 coin and want it to be mined.
- I forgot my password, my username is X, I want to use coin X to prove my identity, and I either haven't enabled two-factor authentication or I have my two-factor authentication device available. (Please be aware that this type of ticket is of the lowest priority of all tickets and there is no guaranteed response time.)
- I can't connect to the pool. My username is X, my password arguments are X, I'm using X type of miner, and my firewall and network setup is X. (Username is not required if you are submitting a ticket through the website.)
- We've released a fork for coin X; could you upgrade the daemon?
- Your software is hammering our exchange API and we want you to rate-limit it.
- What type of miner should I buy? (a better place is to ask the forums)
- What coin should I purchase? Or, what type of coin should I be paid out in? (sorry, but we can't provide investment advice)
- Please change the payouts owed in coin X to coin Y (sorry, but we aren't an exchange)
- What is the optimal configuration for miner type X? (we don't own most type of miners, but there are always helpful people on the forums who are experts in this area)
- I'm a developer who wants some part time work. (thanks, but we need accountants and tax professionals, not developers)
- I lost my two-factor authentication device and didn't make a backup. (unfortunately, your account is permanently lost)
Finally, to encourage good manners and sharing of resources, duplicate tickets are deleted and the original ticket is moved to the back of the queue. In the past, we've found ourselves answering the same ticket twice. Duplicate tickets waste valuable time and we ask that you assist us in providing better service to other customers, who also have important issues, by saving our time.
Unsupported methods
These unsupported methods do not guarantee a timely reply. When messages do get received through these methods, they are copied to one of the supported methods, where manpower is wasted performing the copying and additional time elapses before an answer is received. When you use these methods, it can be many days before your problem is addressed.
These methods are great places to communicate, but not to obtain customer service, because customer service requests need to be tracked and assigned to the person who is most qualified to respond to them.
- Forums private messages (these are directed only to one person, who may not be the best person to answer your question, so they will be manually copied to the ticketing system where all support staff can review the question, which wastes time)
- Replies to forum posts asking a question of Chris (Chris does read the forums, but there are many messages about all sorts of topics here. If you have specific questions about your account, you should contact him through a supported method)
- E-Mailing Chris. Chris receives a lot of non-urgent non-work related messages. If you E-Mail him, your message will be automatically lumped in with non-urgent messages, since he addresses the official methods with a higher priority.