Help! I haven't received a response to my email.

When you send an email into The SundanceFamily we aim to respond within 24 hours (Monday to Friday), so if you send an email in on Friday, there is a possibility you may not receive a response until Monday.

When you send an email to us, you should receive an automated email response to confirm we have received your email. This response will contain a Unique Ticket Number (shown in the red box in the image below] which the support team and yourself can use to identify your request.

If you don't receive the email response above, please do the following steps:

a) Check your "Spam" or "Junk" email folders to make sure it didn't get re-directed in there.

b) 'Whitelist' the email address you sent the email to. There's a help instruction for how to do this here:

If you don't receive a response to your email in 48 hours (Monday to Friday) please follow these steps:


* If you DO have a support desk login.

If you do have a login to the support desk, click the "Sign In" button in the top right corner of this page and sign in to check the response to your email / ticket.


* If you DON'T have a support desk login.

If you don't yet have a support desk login, please follow these steps to create one:

#1. Click on the "Sign In" button in the top right of the screen.

#2. Click on the text "Forgot my password".

#3. Enter your email address (the exact same email address you used to send the original email request to us).

#4. Click the "Submit" button.


#5. Check your email account, you should see an email from us with a link, please click the link in the email.

#6. You will then be taken to a screen where you can create a new password. Enter your password in the "Your password" form field. Please make sure the password is a minimum of 5 characters and is different to your email address.

#7. Click the "Set password" button.

#8. You will then be redirected to the home page of your support desk account, where you can click on the "My activities" link at the top of the screen. Below is a guide which will help you find your way around your support account.

Support Desk Account Guide.

Please review this guide to help you find your support responses.

A - By clicking on 'Requests' you'll be able to see the email activity.

B - The "Id" shows the unique number corresponding to the email when it's created into a ticket.

C - You can view the subject line, date it was created, and the last activity on the ticket.

D - You can see if a ticket is either:

  1. Open
  2. Awaiting Your Reply
  3. Solved

E - You can use the dropdown to filter your requests, for example if you only want to see tickets awaiting your reply, click on "Awaiting your reply", and if you only want to see tickets that have been solved, click on "Solved".

We hope this helps and Thank You!

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