When can you expect to hear back from Customer Support?

As a Customer Support team, our priority is ensuring we get back to everyone's queries as soon as we can. Our dedicated customer support agents will generally work from the longest waiting query to the newest!

Our response time is usually within 24 hours, however, in periods of high volume like we are experiencing at the moment, we may take a little longer to get back to you. If you haven't heard back from us after 24 hours, please bear with us as we are probably dealing with higher demand than normal.

If you haven't already, you can also make use of our FAQs in the app. To view FAQs, follow these steps:

  • On your homepage, select 'Go to profile'
  • Select 'Settings' at the top right
  • Select 'Read FAQs'

We'll outline below how you can view our current response times and ensure that we have received your message.

How to check what our current response time is?

If you have messaged us through the app or the chat icon on the website

If you have messaged us through the Second Nature app and your message has been received, you will receive an automatic message as below. This message gives you a good estimate of the timeframe you can expect a response within.

Example:

How to check if your message has been sent?

To double-check if your message has been sent through the app you just need to follow the below steps:

  • Visit the 'Chat' page within the Second Nature app.
  • Go to 'Speak to customer support'.
  • Here you have the option to start a new conversation or 'See previous'.
  • By clicking 'See previous' you can see all the conversations and messages you have sent to the Customer Support team.
  • If your message isn't there, please try sending it again.

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If you have sent us an email

If you sent us an email, you will have received an automatic message from us detailing when you can expect a response from the Customer Support team. If you can't see this email, we recommend checking your spam and junk folders. If you haven't received this message, we have probably not received your email and we would recommend sending it again just to be sure :)

Emails can be sent to support@secondnature.io (Please make sure not to add a full stop after our email address).

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