Anyone else getting zero help from support?
I reached out to support last Friday - it will be a full week tomorrow. I had been happily using this platform to edit my podcasts. When I tried to upload a larger file (not super large) on Friday morning, the site would either crash completely or after getting to 91% on the upload it would tell me the file type isn't supported. It's a wav file and is no different than any of the other files I uploaded. Same file type, same recording gear, everything. I tried on both Chrome and Edge - same result. I tried on a different computer - same result. Support told me to use Incognito, run nothing else and clear cookies - did all of that - same result. Then support just ghosted me. I waited almost all day and then reached out again and was told to "merge my files". No files to merge - can't even upload the one file. I listened to the file, it's fine. I uploaded it to a desktop software that I'm not super familiar with but it loaded and worked just fine there. So, I spent hours on the weekend trying to learn a different platform and cut down the file. Got it cut down and low and behold, it loaded to Soundtrap. Recorded a new episode Sunday night and tried to upload it Monday morning - same darn problem!!! Followed up with support again - they thanked me for my patience and then asked for a screenshot - then nothing again. So now I've also video'd what's happening and submitted the videos of my screen - ghosted again. Is anyone else having either this issue or being left completely hanging by support for a service we're paying good money for?
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Hello, thank you for reaching out and thank you for your patience.
We've received and responded through email about this too. Rest assured that we'll do our best to resolve your issue.
For others having issues as well, let us know here in the Community or send us an email here at your convenience.
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damn man. cant imagine how much that sucks. i get what you mean. but at the same time for most people here its a free in browser app. and its very underrated and not as popular. so they might have a limited team of staff and support. plus they probably had no idea how to fix it. but still yeah it would be a problem especially for people who have deadlines on when they release. would hate to keep 1.2 million subscribers eating form their weekly post because of a download error.
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Hi Yuki, thank you for giving us a shout and for your feedback.
We try our best to respond to every query the soonest possible and we also have Chat Support live between 2AM to 7PM USA-EST to address any issues. Should you have more ideas on how we can further improve our service, please share it with us here in the community or shoot us an email here :)
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