Today I used the Wayfarer Support Chat to submit a >10m location edit. I tried checking the chat later in the day to see if there was a response but the support chat had apparently reset to the default menu and I don’t see any way to return to the previous support conversation. Is there any way to return to a previous support conversation if the chat resets? How do I figure out if my support request has been resolved? The conversation ID is: #30416033.
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Once it’s gone, I think all you can do is ask here. I was told to check my browser settings but I can’t see anything that will fix it.
You may want to add the ticket info save browser extension. It adds an extension to your web browser that saves ticket info on that browser. Do a web search for Wayfarer Tools Index, and look for the Support Ticket Saver.
As for this case, once support handles your request, they will contact you back via chat, and there will be a notification bubble on the chat bubble when this happens.
There should definitely be an option in the chat to look up an old conversation ID and load that conversation history. As long as Niantic still has the conversation history and itself can load the conversation based on its conversation ID, why can’t users do this?
This is a long known issue, and like many of these, they don’t get resolved fast. Please see my previous post as to what to do in the future. You are also welcome to start a new conversation and ask for an update via chat.
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I submitted the ticket from my mobile browser and it did not get saved by my Support Ticket Saver on my PC computer (probably because I submitted the ticket from a different device).
Just to be clear, @DTrain2002, are you saying that even if I currently can’t view the support conversation, I can still receive and view new support messages pertaining to that now hidden support conversation?
You have to have the extension installed on your phone to save to your phone, as it only saves to the device used, not your account.
And no, you can’t see past messages with help chat unless you have the ticket saver on every device you use, so you can then find the ticket info on the device you submitted the ticket on.
Your other option, like I noted, is to ask help chat again in a new conversation. Make sure to provide the previous ticket number.
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Thank you for your help! Just to clarify though, I was asking if I am still able to see new support messages from Niantic pertaining to my now hidden conversation.
Also, the Wayfarer Support chat does not give an option to provide conversation ID numbers. I am not sure how I can submit the conversation ID given such limited pre-determined support options.
Here’s how the ticket saver works:
You have 2 devices, a laptop and a phone. You have the ticket saver extension on both web browsers for both devices.
You submit a ticket on your phone, and if you need to see it in the future, you can on your phone. It will not be displayed on your laptop, as it’s stored locally on your phone. If you submit it on your laptop, it’ll be stored there locally, and not on your phone.
You can choose any option, but I would choose location edit again, and provide the ticket number, to see if there is any new info. New support messages will pop up as a notification bubble on the help chat when support responds back. So, even if you can’t see the ticket anymore doesn’t mean it’s gone; it’s being worked on, and you will get a response back once support is finished.
Keep in mind that many users submit tickets, and it can take 24-48 hours for help to resolve. You will get notification back once there is a resolution. If there is no answer back, that’s why there are ticket numbers, so help can look up the previou ticket and resolve the issue.
I’ve had to do this in the past, as I’ve had location edits that were accepted by help chat, but 48 hours later the location hadn’t changed. I opened a new chat, provided the prior ticket for the location edit without having to give much more info, and it was eventually moved to the correct location.
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Have you tried looking at the support chat on your mobile browser again?
As others have mentioned, this could be related to your browser settings. It’s hard to pinpoint the exact cause, but I often find that reinstalling the browser can be a quick solution to restore default settings. If that doesn’t resolve the issue, try uninstalling the browser, restarting your device to clear any cached data, and then reinstalling it.
It seems this is the wrong ticket number. This ID corresponds to an incomplete report where no detailed information was provided. Our team has already responded to your latest ticket, requesting more details to assist you further. Please check the ticket, and don’t hesitate to reach out if you need additional help.
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Yes that was the first thing I did. When I went back to the support chat, my previous support conversation was gone.
Hi, thank you for the response. As you and others have said, it seems like there was some issue with my mobile browser that cleared the conversation history. Strangely, even though the support chat bot did confirm that I successfully filed the request, the associated conversation ID, as you indicated, does not seem to be linking to that request. If the chat bot said that the request was filed, it is weird that there is no internal history of that request.
Regardless, I replied to my subsequent support request (conversation ID # 32345914), which I had initially filed to ask for an update on my previous now vanished request, to restate the location edit and resolve the issue.
Out of curiosity, @NianticAtlas, is there any possibility in the future that Wayfarer users will be able to view their old support conversations based on conversation IDs? If the info is there for you to index, it would be nice for users to be able to index too so that support conversations can be reviewed and responded to across devices. Although there are plug-ins that try to help with this, it would be really useful if this was a built-in feature. Based on responses by @DTrain2002 and others, it seems like I am not the first person to request this, so I would like to add my voice to others asking for this feature! Thank you.
We’ve made requests for this and other options… one being email confirmation and updates. Hopefully something is worked out soon because this is a common problem.
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Glad I’m not the only one struggling with this.
I now have three tickets open for the same issue and have lost all three tickets in the chat due to the chat clearing. Originally, I was asked to send photos with metadata to prove the new location. The images I emailed to myself to my computer lacked the requested metadata, so I tried submitting them on my device which required my second ticket to be opened. That chat cleared, so I attempted a third which now also cleared. I don’t know if I was successful in sending the photos correctly or not, nor do I know the status of my tickets. Hopefully a native fix is implemented soon.
P.S. Hopefully my tickets are not seen as abuse and I do not face consequences for trying to fix this submission. I did my best to explain my struggles in my support info.
This must be a Niantic issue. It was suggested to me that it might be my browser settings. But I was on it help chat with Amazon yesterday and they left the chat open in case the issue wasn’t resolved. I completely closed out the browser and went about my business. When the issue didn’t get resolved, I went back to chat and it was still there, so it’s not my browser settings
That’s a good data point. I’m surprised Niantic has this issue with the help chat. Though I know it’s not all on them.