Paid for hours for tech support - and no one has answered at all in over a month. In case you think Squareline is supporting this product, it’s pretty clear they are not / have abandoned it. I have posted several forum posts, and opened a paid support cases in the past. I am now looking for alternatives to this product, since it doesn’t seem they are responding even to paid support tickets.
Hi, our paid support is primarily focused on addressing questions and issues directly related to the use of the SquareLine Studio software.
You previously raised an issue concerning ESP-IDF version compatibility. Although this is not a problem with the Studio software itself, we still dedicated several hours to try and resolve it for you. As we were unable to find a solution, we refunded all the support hours you had purchased.
The fact that you were able to write to the support system recently, despite currently having no paid support hours, was due to a technical error on our end, which unfortunately made your messages not appear in our system. This issue has now been resolved. We sincerely apologize for the lack of response and the frustration this has caused.
Unfortunately, we cannot always provide solutions for hardware, IDE, and driver-related questions, but we always do our best to help where we can.
Except, until I posted this, I had additional minutes for support, and no one responded for over a month. No one had ‘refunded’ anything. I have the receipts. It seems you responded to my public notice of this by deleting my outstanding remaining PAID FOR support by deleting my remaining time, and not responding to the question at all. How is that support, or even trying to help?
Hi, on what date did you purchase the support that was not refunded? I’ll look into it.
I had 58 minutes of support time and no response as of just before I posted this, then my support minutes went away, and I was told I had something refunded. I paid for the support hours, and hot no response, no support, and you’re talking like Squareline actually responds, or responds to paid support requests - demonstrably, with recipes, this isn’t the case, and my paid support minutes magically disappeared /were deleted in the past few days.
Hi, I understand your frustration, but I think there’s been a misunderstanding.
As the support team explained earlier, the issue you raised was outside the core functionality of SquareLine Studio, yet they still spent hours trying to help you. When no solution could be found, they refunded the full amount of your purchased support hours.
The disappearance of your remaining minutes wasn’t an attempt to delete them after your post — it was part of the refund process and also related to a technical glitch that temporarily allowed you to send messages without active support time. Unfortunately, those messages didn’t appear in their system, which is why you didn’t get a reply.
It might help to provide the exact date and payment details to the support team so they can double-check the records and make sure everything is accounted for.
I never received any refund, according to any of my accounts, and I had an hour of time sitting there. I posted a new question, and had no response for a month. I posted in the main forum that my questions on the main forum and paid support were never answered at all. Then my paid support minutes disappeared, and I’m told I suddenly didn’t have any support… But you do actually support the product. What conclusions do you think I should draw?
Hi, ee have sent you an email with the details regarding the refund. We hope this will help you find the transaction among your bank records. Please check your inbox.