No response on unrecognized charges

[nospamprl-personal]

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How can I get a unrecognized charge solved? I have reaised support tickets but those are never seen.

[maheerCodes]

hey nospamprl 👋.
unrecognized charges with support tickets going unseen is frustrating,,, a few things that actually move billing issues forward :

• reply to the existing ticket email rather than opening new ones,,,replies to the same thread get prioritized differently than fresh tickets,and "billing" category tickets generally get faster attention than general support.
• make sure your ticket is categorized as**"Billing"** specifically,, if it was submitted under a general / other category it might be going to the wrong queue,
• go to github.com/support while loggged in and select "Billing and payments" as the topic ,,,this routes it to the right team directly
• check github.com/settings/billing and github.com/settings/billing/history,,,,identify the exact charge(date, amount) before contacting support again ,, having specifics (which plan, which date)makes it much easier for support to locate and resolve.

if tickets are genuinely going unanswered for more than a week,a public mention on X/twitter @githubsupport with your ticket number sometimes gets a faster response for billing issues since it has public visibility.

community members here cant access billing records or resolve charges directly,,,,,,,,only github support can do that. hope it gets resolved soon ❤️❤️❤️

[ghostinhershell]

Hi @nospamprl-personal,

Thank you for your patience. The community is unable to assist with nor escalate your ticket, but we can assure you it is in the right place. It will be answered in the order it was received based on our team's resources and the amount of tickets ahead of yours. We appreciate your understanding! In the future, please only open 1 ticket per incident.

As no other Community Discussions team members will be able to provide additional help with account related questions I am going to close this discussion.

Thank you!