Post Reply No response to support email
Posted 10/10/15
I sent a support email in regards to not receiving the email to reclaim my password. Its been about 5 days and have not had a response. Crunchyroll is on my contacts list and I receive the newsletter so email is coming thru. I have checked my spam folder and the email is not their either. please help as I would like access to my premium account. getting sick of ads.
5138 cr points
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27 / F / Texas
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Posted 10/10/15
I would try to resubmit a password reclaim/forgot password form, as sometimes the mail just doesn't come through. I've had that happen before, and after resubmitting the forgot password form, I had no issues getting it.

If you emailed them using this non-premium account they might not get to it for a while if you sent in an actual help ticket, since priority is given to premium members.
Posted 10/10/15
I've tried the form atleast 15x. the email I sent from the link asks for my email and I put in the email for my premium account and also asked if I was a premium member. I only just made this account so I can post here as its been 5+ days with no response
37709 cr points
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45 / Seattle
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Posted 10/11/15
Good luck, I hope that they get back to you soon. (It seems like 5 days is about the median time it takes for someone to give up and come to the forums, so it's not just you.)

Just making sure: Is the system telling you that it's sending an email and you're not getting it, or is it telling you that the email you used isn't actually in the system? If it's the latter and you have a way to check the charges being made on your card, do so right now - don't wait for the next statement.

A disturbing number of people have been reporting that their account was compromised somehow for quite a while now, and the vast majority of them also report that the intruder changed the email so that they can't reset the password. CR won't send your old email a notification when this happens, they only send it to the new email. (Makes no sense to me, but I'm not CR.)

They also enable the intruder to change the shipping address and buy anything in the CR store.
Der Zoodirektor
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34 / M / Germany
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Posted 10/11/15

OctoberDragon wrote:

I've tried the form atleast 15x. the email I sent from the link asks for my email and I put in the email for my premium account and also asked if I was a premium member. I only just made this account so I can post here as its been 5+ days with no response


What is your other user name?
Posted 10/11/15
I sent you a message as I hadn't set my profile name yet. was prompting me to but every time I clicked the link it brought me to the account info page where it told me I had a free trial (I am no longer on a free trial and my credit card got hit for the premium payment). so thought I had to wait till that was up to set my profile name. in the message is the email address associated with my premium account. (didn't want to post publicly)
Der Zoodirektor
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34 / M / Germany
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Posted 10/11/15
I replied to your ticket.
Posted 10/11/15
Ok I got the email and tried to have it sent. if this is the same form from the site thou it wont work. when I said I had tried this 15x in my earlier post it was a major under statement lol
Der Zoodirektor
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34 / M / Germany
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Posted 10/11/15

OctoberDragon wrote:

Ok I got the email and tried to have it sent. if this is the same form from the site thou it wont work. when I said I had tried this 15x in my earlier post it was a major under statement lol


Requesting the password does not work in general for accounts that don't have a verified email address. There are sometimes issues to receive any email at all for users using your ISP's email addresses. If you don't get the email now, just do what I outlined in the reply to the ticket.
Posted 10/11/15
thank you for the help. I followed what you said in the email and responded back.
Posted 10/11/15
hmmm I replied to the email you will get that right? probably should have asked that first lol
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39 / M / Chicago
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Posted 10/11/15
Thank you soooo much Der Zoodirektor. everything all good and fixed now
Der Zoodirektor
23361 cr points
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34 / M / Germany
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Posted 10/11/15

BladeChill wrote:

Thank you soooo much Der Zoodirektor. everything all good and fixed now :)


No problem
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