What to Expect After Submitting a Request

Typical Response Times

For most support requests, you can expect a reply within 1–2 business days. Business days are Monday through Friday, excluding U.S. public holidays.

We aim for that window and usually hit it, but occasionally a surge in volume or a complex investigation can push things a day longer. If you've sent a clear, detailed email (see How to Contact Support), you're doing everything right on your end.

How We Prioritize Requests

Not all requests are created equal. We triage incoming emails based on urgency and impact:

Higher-urgency items are addressed as soon as possible, often same business day. Standard queue items are batched and worked through in order.

What to Do While You Wait

A few things worth doing before or during the wait:

• Browse the help center. The answer to your question may already be here — and finding it yourself is faster than any email exchange. Search for keywords related to your issue.
• Check your spam folder. Our reply may have landed there, especially if it's your first time receiving email from our domain.
• Avoid sending multiple follow-up emails in quick succession. Each follow-up creates a duplicate thread that takes time to merge and triage. It doesn't move your original message up the queue — it actually adds overhead. One follow-up after 2–3 business days is completely reasonable; several in one day is not.

If You Don't Hear Back in 2–3 Business Days

It's rare, but emails can occasionally slip through the cracks. If you've waited 2–3 business days and haven't received a reply, send a brief follow-up email referencing your original message. Something like:

"Following up on my email from [date] about [topic]. Just checking it was received."

That's enough. We'll locate the original thread and prioritize a response.

Weekends and Holidays

Emails received on weekends or U.S. public holidays are queued and addressed on the next business day. If you send a message Friday evening, you should expect a response by end of day Tuesday at the latest — though Monday is more typical.

There is no emergency after-hours line. If your issue is genuinely time-sensitive (such as an account security concern), include that context in the subject line so it's flagged appropriately when the team returns.

No Live Chat or Phone Support

Currently, email is the only way to reach the support team. There is no live chat widget and no phone number. This is an intentional choice — it allows us to give each issue proper attention rather than rushing through a real-time queue.

For urgent situations, use "URGENT" or "SECURITY" in the subject line as appropriate, and we'll prioritize accordingly.