We can respond more expediently and get right to the heart of the matter if, when you write to Support, you are specific with your question.
Specific does not mean lengthy, in fact, that is counter-productive. If you are confused, we'll be at least twice as confused trying to unravel your lengthy explanation of an issue!
It is best to keep your Support request focused on one question. If you have more than one question, break them down by numbering them, or with bullet points. This will not only help us be clear on what you need, it will also help you really home in on what it is you are stuck on. When learning a new system, this can be a helpful exercise.
You should always cover the following salient points when writing in:
- Which program your enquiry pertains to
- Which programs you are active in (if you are enquiring about your membership in general)
- What steps you have already tried in an attempt to solve the issue yourself (please attach a screenshot if relevant)
- If you had problems on a specific page, please cut and paste the URL of that page into the message.
- If you may have used another email address when purchasing, please note that.
By following this method when submitting any Support question to any Customer-supporting human in the Universe, you will have a much happier, more productive time as a Freelancer. Not only that, those giving you Support will be apt to be more generous in the assistance they give you!