Anna Lewis
Mon
1
Support
When we reply
Write any time — we reply during working hours. The first reply is sometimes a question, and if nothing arrives, check your spam folder and write in the same thread.
2 min read
In this article
Write any time — we reply during working hours. The first reply is sometimes a question, and if nothing arrives, check your spam folder and write in the same thread.
A message sent in the evening or at the weekend won’t get lost: we pick it up during working hours.
The first reply
The first reply is not always the final answer. Sometimes it is a question: without it we would be searching blind, and with it we find the cause sooner.
Why some answers take longer
When we need to check your account’s data, reproduce a problem or fix something in the product itself, it takes time. We’ll say so plainly rather than promise a quick fix that isn’t coming.
How to get an answer sooner
Write once, with everything, in one thread: what you did, what you expected, what happened instead and when — plus a screenshot. Several short messages about the same thing only scatter the story across different places.
If you hear nothing
Check your spam folder: a reply that “never arrived” has more often been caught by a filter than never written.
If it isn’t there, reply in the same thread rather than starting a new one — that way we see everything that came before.
Related articles
Still have a question? Write any time — we reply during working hours.
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Contact support
Every way to write to us is on the Support page; send your email from the address your account is registered with. Write any time — we reply during working hours, in the same thread, in English or Ukrainian.
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What to include in your message
Tell us what you did, what you expected and what happened instead, and add a screenshot of the whole screen and when it happened. Never send your password, a code from an email or a text message, or your card number.
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