What if Hightail doesn't reply?

Don't just wait. Send a follow-up email after 48 hours and mention the BBB. That usually gets their attention.

Can I escalate my complaint legally?

You could try small claims court, but that's a huge headache. For most billing or service issues, filing a complaint with the Better Business Bureau is the more practical first step, as it creates a public record of your issue which companies often want to resolve.

Are there lots of people leaving Hightail?

Are people leaving? Just look at the reviews. One guy on Trustpilot said he was a user for ten years and they still auto-billed him for a service he downgraded, and then the support agent acted like it was his fault for not reading the fine print on a page that no longer exists.

Is this the right phone number to contact Hightail?

They make finding a direct contact impossible. Your best bet is their official support form, not some random email you find online. I tried an old support email once and it just bounced back after two days.

What's the easiest way to cancel a subscription with Hightail?

The easiest way is to follow a clear guide because their site can be confusing. We have a step-by-step walkthrough on [How to cancel Hightail](https://www.19pine.ai/cancel-subscription/software-and-app-services/how-to-cancel-hightail) that cuts through the nonsense.

Other ways that I can contact the Hightail?

Public shaming. Seriously. A polite but firm tweet to their official account with your ticket number can sometimes work miracles when their support inbox fails you.

What if I can't access my files after a billing issue?

This is their worst offense. It happens. If your account is locked, immediately state in your complaint that you require access to your intellectual property, as holding it hostage over a disputed bill is a serious issue. Don't just ask for a refund, demand access restoration while the billing is sorted out.

Complain About Hightail - File a Complaint Today

How to Complain About Hightail

Best ways to complain to Hightail

Contact Method	Details & Availability	Why use this instead...
Support Form	Official Contact Form	Best for creating a documented paper trail of your complaint.
Social Media	@hightail on X (Twitter)	Use for public complaints when you're being ignored. Companies often respond faster to public pressure.

⏱️ Estimated Response Times from Hightail After Complaining

They say '24-48 hours' for email, but honestly, prepare to follow up.

Method	Expected Wait Time
Support Form / Email	24 - 72 business hours
Social Media	4 - 24 hours

🔍 Tips to Get a Quicker Response from a Complaint

Call during off-peak hours (e.g., early mornings)
Use the app for quicker access
Prepare account details ahead of time

How to Escalate Your Complaint

If Hightail is ignoring you, it's time to escalate. Your best bet is filing a complaint with the Better Business Bureau (BBB). You can submit your case on the BBB website, and they will formally contact Hightail on your behalf. Filing with the BBB is surprisingly straightforward, but don't expect an overnight fix. Hightail will get a formal notice, and they usually respond to avoid another public black mark, but I've seen reports where it takes a couple of reminders before they actually engage. You must typically try to resolve the issue with Hightail first before the BBB will step in.

Email Template to Complain to Hightail

Subject: Formal Complaint: Unresolved Billing Issue on Account [[Account #]]

To Whom It May Concern,

I am writing again to resolve an issue with my account after my previous attempts to contact support on [[Date]] went unresolved.

On [[Date of incident]], I was incorrectly charged [[$Amount]] for [[Specific reason, e.g., a service I had already canceled]]. I have already tried to sort this out through your standard support channels but have not received a satisfactory resolution. Frankly, the time I've wasted chasing this down has been incredibly frustrating.

To resolve this, I require a full refund of [[$Amount]] to be processed immediately and written confirmation that my account is corrected.

Please be aware that if this is not resolved within 48 hours, my next step will be to file a chargeback with my credit card company and submit a formal complaint with the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

Additional Helpful Tips to get Your Complaint Resolved

Pro Tips for Making Your Complaint Heard

Use 'Formal Complaint' in Your Subject Line. This gets your email out of the general queue and into the hands of someone who handles disputes.
Ask to Escalate Immediately. If you get a generic, unhelpful response, reply right away with, "Please escalate this ticket to a manager or supervisor."
Go Public. A user on Reddit mentioned they only got a real response after they publicly tweeted at Hightail with their ticket number. It's a long shot, but it can work when all else fails.

Let Pine AI Help Raise the Complaint to Hightail

Tired of refreshing your inbox waiting for a reply from Hightail support? Sound familiar? It’s a common story on their review pages. People just want their problem fixed without sending five follow-up emails. Pine AI handles that for you. It deals with the back and forth, the waiting, and the persistent pushback so you don't have to. No more wasted time. Just give it the details and let it fight that battle.

Frequently Asked Questions about Hightail Complaint Filing

Rachel Adams

Technology & Software Editor

Rachel Adams is the Lead Tech & App writer at Pine AI, where she decodes the complexities of the digital software landscape. With over eight years of experience as a software reviewer and tech journalist, her work focuses on the security, usability, and subscription models of popular apps and SaaS platforms. Rachel's insights empower consumers to make informed decisions, avoid predatory billing, and select software that genuinely adds value.