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Sent a mail but no reply yet
All support mails are generally replied within 8 hours or maximum 24 hours if it is a holiday in India, if you did not get a reply even after 24 hours then please send the mail again from another mail server rather than from your hosting’s webmail, cause mails from some server can’t be accepted by our server due to some kind of authentication issue that may arise on your side.
Also sometime the reverse happening, like we replied to the same email we have got but after 24 hours we got delivery failure message. Then we usually send the support mail again from our gmail to confirm your mail is till exist and if it exist you will get the mail.
As the support is highly time sensitive matter in some case, so discovering a sending or recipient failure simply wast 24 hours for you or your client, that’s why we suggest to send support request mail from some authenticated mail server rather than your cpanel webmail solution.