How long do you take to reply?

We reply as soon as possible on business days. Most inquiries are resolved in the first message, and those that require checking something in your account may take a bit longer.

How to get a faster response

• Write from your account email, or tell us what it is. Without identifying the account, we cannot check anything, and that back-and-forth is what wastes the most time.
• Tell us what happened and what you expected, not just “it doesn’t work”.
• Attach a screenshot if it is something visible on the screen.
• One topic per message: they get resolved faster than an email with five mixed things.

If it is urgent, say so in the subject line and explain why. An exam tomorrow or a class starting in an hour is not the same as a general question, and we treat it accordingly.

If your case already has an open ticket, reply to us in that same thread instead of opening another one: this avoids duplicating work and prevents your case from being split between two people.