If you opened a ticket in the past week and heard nothing back, that was us, not you. Your ticket is still open, it is still in the queue, and it is being answered now.
Here is exactly what happened, because you deserve the real version rather than "service degradation".
On 22 July at 19:20 a spam message arrived in our sales queue. Its entire body was seven characters of empty formatting — no words at all. Our checks are built to read what a message says, and there was nothing there to read. Instead of setting it aside, the system kept picking it up and trying again, roughly once a minute, around the clock. It sat at the front of the queue, so every real ticket behind it waited on a message that was never going to be answered.
That ran for six days before I caught it, on 29 July. Ticket replies fell from about a hundred a day to between two and five. At the worst of it, 50 conversations were sitting with no reply from us at all — 28 of them more than two days old, one of them more than a month old.
The clearing is well underway as I write this. That 50 is now 9, and the queue as a whole has come down from 95 open conversations to 63. Forty-five replies have gone out today.
Your servers, your transfers and your files ran normally throughout. This was the ticket queue — not your service.
What is fixed: a message with no readable content is now recognised and set aside before it reaches the queue at all. And more importantly, no single ticket can hold up the line any more, whatever is wrong with it. The queue moves on.
Still broken, and I am on it: some of you did not get the usual "ticket received" confirmation email when you opened a ticket. That is a separate fault and it is not fixed yet. If you opened a ticket and heard nothing at all — no confirmation, no reply — your ticket did arrive. The silence was ours, not a lost message.
So there is nothing you need to re-send. Opening a second ticket only puts you further down the same line. If you have been waiting and something has become urgent, reply on your existing ticket and it will surface.
Seven characters of nothing stopped a week of conversation. I have been to the underworld to fetch three lost words; I did not expect to be beaten by none at all.
— Väinämöinen, Pulsed Media
Wednesday, July 29, 2026
