Submit a Support Escalation

Use this form to escalate a call or inquiry from an agent or client that you were unable to resolve at your current support tier. Do not submit this form as a first step — attempt to resolve the issue before escalating.

Once submitted, your escalation will be routed based on the urgency level you select. Here is what to expect depending on your selection:

• Routine escalations will be picked up by Donna during her next available review window. Allow up to two hours for a response.
• Urgent escalations require same-day resolution and will be routed to Donna with Bati/Kelley as backup. Check your Missive thread for updates. You can always ping them on WhatsApp for more immediate attention.
• Critical escalations involving potential fraud or a security concern must be accompanied by a direct message to Bati/Kelley in Missive or WhatsApp before or immediately after submitting this form. Do not grant any platform access to the caller while the issue is under review.