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.
What happened
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.
Seven characters. Six days. I found it on 29 July.
By then ticket replies had fallen from about a hundred a day to between two and five,, and our unanswered backlog had grown to 50 conversations — some of them left waiting far longer than any of you should have to.
What we have cleared
By the evening of 29 July we had it down from 50 to 9, the queue as a whole from 95 to 63, and we had sent 45 replies that day.
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.
What is still broken
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. It is in the queue, not lost.
What you need to do
Leave your existing ticket where it is — it is in the queue and it keeps its place. Please do not re-send it or open a second one; a duplicate only puts you further down the same line. If something has become urgent while you waited, reply on the ticket you already have and it will surface to the top.
My apologies for the quiet week. The queue is moving again.
— Väinämöinen, Pulsed Media
(Once sang worlds awake; today, unstuck a queue)
Wednesday, July 29, 2026
