Currently LoTW support is handled through online help, FAQ, help ticket, e-mail, and the io user group. There never has been, nor do we advertise phone support for LoTW. This decision was done with the concurrence of the LoTW committee. Having said that, if a call comes to HQ for LoTW it is directed to Dan Wall's phone where the greeting message directs the user to LoTW-Help where they can open a ticket, or to send an e-mail for faster response. Help tickets are best because they collect some basic information by asking the user a few questions which allows us to organize the work flow. Just as an FYI, the LoTW help queue on a Monday approaches 200 e-mails. That tells me that our limited resources would be better spent improving the user experience (UX) on LoTW (using the additional software engineers you approved last weekend) than throwing it at a LoTW phone help line. A phone help-line would have limited value. I remind you that LoTW is used worldwide and not everyone can all 8-5 East Coast time. But even with an improved UX, we need to seriously consider the help-desk requirements for 120,000 LoTW users, more than half are users whose first language is not English. 73, Howard, WB2ITX On 7/26/2019 10:11 PM, Richard J. Norton wrote: I just received a complaint about LOTW telephone assistance. Apparently, if you call ARRL Headquarters, and ask for LOTW assistance, you are transferred to a recording. There is no way to talk to a human, or even leave a message. This was not met favorably by some members. Is there some way to receive telephone help? Are other staff members cross-trained to step in in this area when needed? 73, Dick, N6AA [https://ipmcdn.avast.com/images/icons/icon-envelope-tick-green-avg-v1.png]<http://www.avg.com/email-signature?utm_medium=email&utm_source=link&utm_campaign=sig-email&utm_content=webmail> Virus-free. www.avg.com<http://www.avg.com/email-signature?utm_medium=email&utm_source=link&utm_campaign=sig-email&utm_content=webmail> -- Howard E. Michel, WB2ITX Chief Executive Officer ARRL, The National Association for Amateur Radio® 225 Main Street, Newington, CT 06111-1494 USA Telephone: +1 860-594-0404 email: hmichel@arrl.org<mailto:hmichel@arrl.org>