Q: Support Chat Delays, is There a Better Way to Get Help?
Hi, I'm wondering what the best way is to get faster support and have issues resolved. I’ve been using the chat, expecting a quick response, but it doesn’t seem to be consistently monitored.
When I do get a response, it takes ages to receive even a single reply, let alone complete the conversation.
I understand that complex issues may take more time to resolve, but without any response, I can’t tell whether my issue is simple or complicated.
Is there a better channel or process I should be using to get quicker support instead of chat?
Ben_HeySummit
Jun 17, 2025A: Hi @esty,
Can you tell me your first name so I can double-check the support queue? Note that we are based in the UK, and our support team typically operates between 9 a.m. and about 8 p.m. during the week, UK time. Around those times, you will usually get a reply within one to two hours. However, if you send messages outside of those hours, you will need to wait until the next morning.
Please also note that it's not intended to be a live chat service and so you may have to wait up to an hour or two to get a reply.
estyThanks, Ben. I'd rather not reveal my real name, as this is a public forum and could increase the risk to my public profile. However, I can say that I’m currently chatting with Jerica about a custom domain issue.
I understand that the live chat isn’t intended for support cases, that’s why I was asking whether there are other channels I should be using to submit my support issues.
Yep totally understand re: sharing your name.
The way you've submitted your support ticket is the best way to get support. We aim to get back within roughly 2hrs during UK office hours but it does depend on how busy the queue is.