Paxton Support not responding to emails

[robintech]

Have never had to contact them before but always read on Edugeek they had very helpful support, what's weird is have opened two tickets/emails and after the initial back and forth they stop replying completely. Checked our filtering and quarantine but found nothing, asking for an update has no response.

 

Don't want to start a third ticket at the beginning again

 

Anyone else had this issue?

[andy_b]

Always called them tbh.

[robintech]

Will try calling them, think the email is related to this

 

https://www.edugeek.net/forums/enterprise-software/231771-paxton-net2-issues-controllers-unknown-firmware-status.html#post1989894

It's hard to open communication with Paxton Net2 support directly if you are not customer of their partner but in the past I was successfully reach them using their official email, today this is not possible, their official support email is filtered to white list, where are only partners and their internal employees.

[6Foot2]

An X post [Tweet] might get their attention if they are still slow to respond:

 

Link:

 

[MisterTechMan]

I used the Live Chat via their contact us page yesterday which was a positive experience, took around 2 minutes to connect with an engineer.