Erica_Rabinovich | 2022-10-20 15:16:08 UTC | #1
Hello,
I am an engineer and for the past few days it seems our entire organization, all of the accounts associated and the integrations, have been unable to login. We have reached out to Customer Success Operations and were told to raise a Support case through MySupport portal but we do not have access. We have not heard anything else since.
This is a major blocker for multiple teams and needs to be resolved as quickly as possible. I have a case number from the correspondence with Customer Success Operations but I'm unsure if I should post it here.
I know this is probably not the correct channel to reach out to for this issue, but we have been unable to get responses elsewhere. Who can we speak to to get this resolved?
Thank you.
tim.smith | 2022-10-20 15:18:31 UTC | #2
We cannot provide this sort of support via the dev forum; we do not have any access to any of your information or your org. Please raise a case with Genesys Cloud Care. https://help.mypurecloud.com/articles/contact-genesys-cloud-care/
Erica_Rabinovich | 2022-10-20 15:27:33 UTC | #3
I have submitted a request for an account but I'm not sure how long that will take. Thank you for your quick response.
tim.smith | 2022-10-20 15:34:40 UTC | #4
Erica_Rabinovich, post:3, topic:16803
I'm not sure how long that will take.
up to 48 hours per https://help.mypurecloud.com/articles/genesys-cloud-phone-support/
There should be some authorized contacts in your organization already; that's typically set up during the onboarding process. I'm not 100% sure, but I think you can call in a code red (critical issue) without having to authenticate in the IVR. It's been a long time since I've seen that call flow, but it used to be an option. You can also reach out to your sales rep, who should be able to help identify who from your company is already authorized to contact Care.
system | 2022-11-20 15:34:59 UTC | #5
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 16803