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01
Sep
2009

The Twitter Support Staff and How to Get Help on Twitter

RT @InterAwesome: The Twitter Support Staff and How to Get Help on Twitter

Twitter-Suspended-account

Yes it can happen to you.  Although I have never had my personal account suspended, I have had another account that I managed suspended for “aggressive following.”  The account was completely legitimate so when it was suspended I naturally followed the steps of submitting a help request to get it back.  This help request was tactfully written, and it articulated in several sentences the different reasons why our account was legitimate and deserved to be reactivated. And then, without explanation, the help request was closed.

Shocked, but still in need of a solution, I contacted Twitter support using my personal account via an @reply. It was @tiger that resolved my problem, but I did not ask her for help immediately. I commented on one of her Tweets first, before bringing up the issue of the suspended account. Charm always helps :) . Once I mentioned my support issue it was resolved within minutes. So if you ever need help from Twitter support my recommendation is that you open another account and send an @reply to one or more of the following people.

Who Works For Twitter Support?

  • Emily (@tiger). Twitter Support. This is the person that helped me.
  • Crystal (@crystal). Crystal leads the Twitter support team.
  • andr8a (@andr8a). Works in Twitter support
  • Del (@delbius). Del is responsible for Twitter abuse and spam-control.
  • Luke Esterkyn (@lukester). Luke works in Twitter support.
  • Mark Hegge (@mhegge). Mark Hegge works in Twitter’s support team.
  • Jenna Sampson (@jennadawn). Jenna is a communications associate at Twitter. I’m guessing that means support.

Feedback

If you know of someone who works for Twitter support that is not listed, or to share your Twitter support story leave a comment below.



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  • timstringer
    I had a similar experience dealing with Twitter support. In my case all of my Twitter data (followers, following and messages) was reset to zero. I could still login to my account and create Tweets, but none of them showed up on my timeline.

    I tried going through the traditional support system. I waited for two weeks without receiving any response from Twitter and was wondering if I'd have to start from scratch with a new Twitter name. I ended up tracking down the Twitter account of one of the support people at Twitter and, after sending a polite request (plea, perhaps would be a better word), I was thankfully back up and running within minutes.

    I think Twitter really needs to rethink their support system - it obviously isn't working very well. I rely on Twitter as a marketing tool and would have even paid for support, as there was a definite cost to being without Twitter service those two weeks.
  • I agree that Twitter needs to rethink their support. To hedge against unexpected Twitter glitches such as was your case I recommend building two accounts simultaneously (one for content, one for mentions, perhaps) since using this strategy helped me get by during the unexpected temporary loss of one of my accounts.
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