Why didn’t I receive a response to my support ticket?

If you reached out to the Khan Academy support team and are waiting on a response, there are a few common things you can check to make sure everything is working correctly. 

It is very important to remember that if your request has been submitted successfully, you’ll receive an automatic confirmation message in your inbox. If you didn’t get one, your ticket may not have gone through, and you might need to try submitting again here: Submit a request. 

However, before you do, here are some helpful steps to ensure your request is received and processed correctly.

1. Check your Spam or Junk folder

It’s possible that your email provider filtered our response. Look for a message from support@khanacademy.zendesk.com and be sure to mark it as “Not Spam” to avoid missing future messages.

2. Make sure your email address was entered correctly

If there was a typo in your email when you submitted your request, we won’t be able to reach you. You can submit a new ticket and double-check your email address before sending.

3. Check if your inbox is blocking messages

Some school or organization email systems may restrict messages from outside senders. Make sure your inbox is set up to accept emails from support@khanacademy.zendesk.com.

4. You may not have received a response yet

Our support team does its best to respond quickly, but it can take up to 48 hours (not including weekends and holidays) to receive a reply. Thanks for your patience!

Still not sure? If it’s been over 48 hours and you haven’t received a confirmation or response, feel free to submit a new ticket after checking all the steps above.