If you've contacted Hatch Embroidery Support and haven't heard back, your reply has most likely been sent but is landing somewhere other than your main inbox. Before submitting another request, please work through the checks below.
Gmail
Gmail automatically sorts messages into tabs such as Promotions, Social and Updates. Automated messages like ticket replies are often filed there instead of your main Inbox. Check each tab, and also look in Spam.
Outlook
Outlook's Focused Inbox splits mail into Focused and Other. Ticket replies can end up in the Other tab, so check it as well as your Junk Email folder.
If you use a work or company email address, your IT department's security software may be holding our message in a quarantine portal or a quarantine digest email. This is separate from your normal spam or junk folder, so you won't see it there. Check any quarantine digests you've received, or ask your IT team to look for messages from Hatch Embroidery Support and release or allow-list them.
If you have filters or rules set up in your email account, replies may have been automatically archived and skipped your inbox entirely. Search Archive or All Mail for messages from Hatch Embroidery Support.
Replies can sometimes be moved to Deleted or Trash by accident, or by an email rule. Check these folders too.
Tip: Try searching your whole mailbox for "Hatch" or for your ticket number to find messages wherever they've been filed.
You don't have to rely on email alone. If you raised your ticket through the Help Support Portal, you can view its status and any replies by signing in:
👉 Hatch Embroidery Help and Support | Sign In
If you contacted us another way, please sign up for a portal account and submit your request there. This lets you track everything in one place, regardless of what happens to your email:
👉 Sign up for the Hatch Embroidery Help and Support portal
If you've checked everything above and still can't find a response, sign in to the portal and let us know in your ticket, or submit a new request there.