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[Question]: Unable to contact customer support for days #1624
Description
How can we help?
Can someone please help me get in contact with customer support?! I'm unable to speak with a real customer support agent for days, I'm stuck with that bot that doesn't do anything. My account for email sending was invalidated without any notice and I cannot verify it again as no one is answering since forever, please can someone escalate this to support?
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[-][Question]:[/-][+][Question]: Unable to contact customer support for days[/+]dengxinjuan commentedon Dec 15, 2025
Hi there,
Sorry about the frustration here.
In the Help widget, please try typing “talk to human” — that should route you to a support agent instead of the bot.
If that still doesn’t work, please share the email address you used to contact OneSignal or log in. We can use that to locate your existing ticket and help escalate it.
Thanks for your patience.
dengxinjuan commentedon Dec 15, 2025
Hi there,
Thanks for your patience. We wanted to share a bit more context.
We place a strong emphasis on protecting email deliverability and sender reputation for all customers on the platform. After review, this account doesn’t currently meet the requirements for email sending, which is why email access was disabled. This helps ensure high deliverability and trust across the ecosystem.
If your sending practices or use case change in the future, you’re welcome to reach out and we can take another look.
Thanks for your understanding.
valeriolg commentedon Dec 15, 2025
I’m just using the email service to send transactional emails to verify the account when a user registers to my web app or forgets password. You can easily see my email templates in the dashboard. What’s wrong with that? I’m not abusing the platform in any way and you can clearly see that. Please review once again my request and fully open to provide more information.
valeriolg commentedon Dec 16, 2025
@dengxinjuan so end of the conversation? Isn’t it possible to have a confrontation on the reasons behind the stop? I can explain better how and why I need email sending from one signal.
dengxinjuan commentedon Dec 16, 2025
Upon checking your domain's reputation, it was found to have a score of -2, so in this instance, we are not able to complete the verification process for your domain.
valeriolg commentedon Dec 17, 2025
@dengxinjuan how can the domain have a reputation if it was just recently bought and my web app just launched? OneSignal should help me grow its reputation by allowing me to use OneSignal services. We are just talking about sending transactional emails here, unbelievable… I’ll have to quit OneSignal for this after years of using it for personal and professional projects I was in charge of.