I’ve tried reaching out to FAB support pretty much since FAB launched. I have yet to receive an answer on any of the mails I sent.
So I’m wondering if I got the wrong email or if the process is now different.
Also, I got no answer when replying to FAB mails, where they tell you you can ask any questions and they will get back to you.
Anyone else had this issue? Am I doing something wrong?
Have you tried https://support.fab.com/s/? It worked for me.
Yep very similar situation here.
Bot reply after bot reply directing to the forums, and it seems there is like 1 staff member on these forums, but with very little engagement considering the amount of posts / questions.
Considering Quixel / Sketchfab support prior had very speedy human responses within 48 hours (as expected)…Fab gives a strong impression of unprofessionalism.
With the terrible launch you’d think comms would be on point, but they arnt even doing that. So strange and makes it near impossible using it as a pro tool.
Thanks! Yeah it’s the first one I tried and it said someone would communicate with me. Since they didn’t, I then also tried this mail: fab-support@epicgames.com
@Hardrick Link seems dead, but when working yes that link has been tried by us. Lots of auto replies.
Same with the UE Marketplace, replies within 48h and was using the support mail.
@iuliu I’m not a UE user but that’s even weirder to hear!
I can only wonder where did everyone go? Combined 3 companies, none of the features and none of the support carried over?
Strange, I just used the form on this page.
Update: After 6 hours, I received an email saying that they had forwarded the request to the appropriate person. It seems that everything is working fine, at least this time.
I have also had no issue. For all of Fab’s flaws, I think response time is not one of them - if you use the submission form they are usually pretty on top of support requests.
@Krabworks I wish I had that same experience, using the form, and an alternate email I sent 4 emails about Quixel / Bridge to get auto reply’s back (just a generic message) just after the launch of Fab.
Coincidently I did get a human reply this morning after 6 or so emails asking for a tailored response.
Not sure when you sent yours but hopefully they are getting on-top of that side of things.
Did you get in touch with a person after that update? I also did get that automated message but never got a reply back from anyone.
Yes. Actually, problem already solved. So, at least for me, support works perfectly.
I don’t consider that a reply, that’s an automated response.
What I consider support is tailored response to any comments / questions asked in the message sent.
After the 48h, to then get a generic auto response is very unhelpful.
(I only say that as I also got that message but never a follow-up until I really pushed for it)
And that is what I got.
In fact, this was the second time I used support. I previously used support on a Sunday, and they also helped me within 24 hours, both times the help required an “tailored” response on their side (creating dedicated data etc).
So to be honest, I’m happy with the level of support. Especially compared to UAS where you wait months for a response.
Tried the support portal and got the automated message.
Will report back if I get a reply from FAB support and will mark this as solved.
Edit: FAB did contact me back about the issue so it seems the support portal is working fine.
Issue closed.
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