I have reached out to support three times for different reasons, and neither time have I received any response or action. Only an automated response that my mail has been received. Is this the norm? If so, why even have a support mail, if it's going to be treated as fan mail? I know itch is a small platform with a small staff team, but it's very unprofessional to ignore support requests weeks and months on end.

It's especially funny that in order to post this thread I have to agree to having read the rules, which tell me explicitly to go contact support three times for various reasons.

Yes we do. Please avoid posts like “itchio support is not responding” as described in the rules.

If you have an issue you need help with you can bring it up here but you must include your ticket id.

I am genuinely asking what's wrong with support

Short story: they're outnumbered.

If you look at the numbers, Itch has over a million games, with hundreds, if not thousands, uploaded every day. A huge number of people request support, but the vast majority of games are free, so they don't generate enough revenue to maintain a large staff capable of answering all the questions. It's that simple.

Their policy is to respond only when absolutely necessary. If you ask something that's already covered by the rules, they most likely won't answer. If you request something, it's possible that when they see your ticket, they'll review it and take action. However, it seems that in many cases, the person isn't informed, especially if their request is rejected. This leads to the main problem: people don't know if their case was denied or if it's simply lost in the system. I agree that this is the most frustrating part, but if it's any consolation, they don't do it to make us suffer. They're just humans with very few people to handle the volume of support requests.

Over the years on the forum, I've seen people ask the exact same questions over and over again—questions that can be answered by reading the documentation or searching the forum. And from that perspective, I understand the policy of not answering unless necessary, especially since there are other, much more important aspects of support, such as payments, combating spammers, and dealing with people who upload malware.