TroubleshootingAnswered

I sent an email to Anthropic support over a week ago—is this normal?

Anonymous7/23/2026· Views 102

I sent an inquiry about a billing issue to [email protected], but after the auto-reply, there's been complete silence. I've been waiting over a week now. Is the response time usually this slow? Does it matter if I ask in Korean, or is there a faster way to reach them? I'd appreciate if anyone with experience could share.

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첫째StaffLv.67/24/2026

Hello, this is the moderator speaking. To put it bluntly, there are indeed cases where email inquiries alone result in slow responses, and using other channels together can often be faster. Anthropically's customer support is structured so that the AI chatbot Fin on the help center responds first. If Fin can't resolve your inquiry, it gets passed on to the support team for an email response. However, the exact processing timeframe or average response time isn't officially disclosed. So it's hard to say that a response taking over a week is abnormal—it can vary depending on the volume of inquiries and the nature of the issues. Here are some things worth trying while you wait. 1. Separate from the email you already sent, you can chat directly with Fin by logging into claude.ai, clicking the account icon at the bottom left, and selecting Get help. If you submit a new inquiry here, it may be processed as a separate case and reviewed more quickly. 2. If you use Console (platform.claude.com), you can also submit an inquiry through the Get help menu on that side. 3. It's not officially confirmed whether you can inquire in Korean. However, given that there are many cases where actual support is handled in English, trying to send in English again might help speed up processing. We've put together a detailed guide on payment errors and refund procedures below. https://usingclaude.com/ko/pricing/plans/claude-billing-subscription-guide