"Okay, so no more support?" Disgruntled users roast X for killing Support account X will soon remove Support account suspended users viewed as a lifeline. Ashley Belanger – Apr 16, 2025 4:34 pm | 29 Credit: Bloomberg / Contributor | Bloomberg Credit: Bloomberg / Contributor | Bloomberg Story text Size Small Standard Large Width * Standard Wide Links Standard Orange * Subscribers only   Learn more After X (formerly Twitter) announced it would be killing its "Support" account, disgruntled users quickly roasted the social media platform for providing "essentially non-existent" support. "We'll soon be closing this account to streamline how users can contact us for help," X's Support account posted, explaining that now, paid "subscribers can get support via @Premium, and everyone can get help through our Help Center." On X, the Support account was one of the few paths that users had to publicly seek support for help requests the platform seemed to be ignoring. For suspended users, it was viewed as a lifeline. Replies to the account were commonly flooded with users trying to get X to fix reported issues, and several seemingly paying users cracked jokes in response to the news that the account would soon be removed. "Lololol your support for Premium is essentially non-existent," a subscriber with more than 200,000 followers wrote, while another quipped "Okay, so no more support? lol." On Reddit, X users recently suggested that contacting the Premium account is the only way to get human assistance after briefly interacting with a bot. But some self-described Premium users complained of waiting six months or longer for responses from X's help center in the Support thread. Some users who don't pay for access to the platform similarly complained. But for paid subscribers or content creators, lack of Premium support is perhaps most frustrating, as one user claimed their account had been under review for years, allegedly depriving them of revenue. And another user claimed they'd had "no luck getting @Premium to look into" an account suspension while supposedly still getting charged. Several accused X of sending users into a never-ending loop, where the help center only serves to link users to the help center. When users visit the help center, there's a "contact us" link in the upper-right corner, dumping users into an area where they can pick a topic that best describes their issue. Users can theoretically seek help for things like locked and suspended accounts, issues with account access, and reporting content or bots. It's also where Premium users can get help with paid features, law enforcement can submit requests, and rights holders can initiate takedown notices. But many users suggested in the X thread that the help center feels like a dead-end. It seems possible that X may have taken steps to improve its help center ahead of disabling the Support account, but user optimism about the help center did not exactly dominate the thread in the hours after the announcement was posted. Instead, several users asked for X to hire more support workers, while one user with more than 130,000 followers drily joked, "Anything's better than the nothing we've had so far." X did not immediately respond to Ars' request to comment on the decision to remove the Support account or on any recent updates to the help center. Ashley Belanger Senior Policy Reporter Ashley Belanger Senior Policy Reporter Ashley is a senior policy reporter for Ars Technica, dedicated to tracking social impacts of emerging policies and new technologies. She is a Chicago-based journalist with 20 years of experience. 29 Comments