Chatting with support

Once you're signed in (see Signing in), the support page is a single chat with the team. Everything you've ever asked is in the same conversation, oldest at the top.

Sending a messageCopy Anchor Link

Type in the box at the bottom and press Enter to send. Press Shift+Enter to start a new line without sending.

Under each of your messages you'll see how far it has got:

If a message can't be sent (for example, you lost your connection), it's marked Not sent with a Try again button. Trying again never creates a duplicate: the team sees the message once.

Sending a lot at onceCopy Anchor Link

You can send up to 20 messages a minute. If you go faster, the chat asks you to wait and counts down the seconds until you can send again. Anything you were typing stays in the box.

RepliesCopy Anchor Link

Replies from the team appear on the left with the name of the person who wrote them. While someone is writing to you, you'll see "{name} is typing" with three moving dots. A line under the conversation tells you where things stand, for example Support has your message or Support has replied.

The chat stays up to date on its own. If you have it open in more than one tab or device, all of them show the same conversation.

If your connection drops, a Reconnecting… banner appears. Once you're back online, anything you missed shows up automatically.

Past conversationsCopy Anchor Link

When an issue is wrapped up, a dated divider appears in the chat: "Glad we could help, just reply if you need anything else". If you have something new or more to add, just write in the same chat. You never have to start over or find an old thread.

Below it, you may see How did we do? Pick a score from 1 to 5, add a comment if you like, and select Send rating. It's optional: select Skip and you won't be asked again about that issue.

Scroll to the top (or choose Show earlier messages) to load older messages.

Attaching filesCopy Anchor Link

Choose Attach a file (the paperclip) next to the message box. You can attach up to 10 files to one message, each up to 25 MB.

Allowed files are images, PDFs, office documents, text files and zip archives. Programs and scripts can't be sent. If a file isn't allowed or is too large, the chat says so straight away and nothing is uploaded.

Every file is checked for malware before anyone can open it. Until the check is done the file shows checking the file…. If a file looks unsafe it's blocked and can't be downloaded.

If you're away when support repliesCopy Anchor Link

If you're not in the chat when the team replies, you'll get an email with a link back to the conversation (at most one every couple of minutes). The email doesn't include the reply itself. You can turn these emails off in your profile.

Your profileCopy Anchor Link

Open your profile from the ⋯ button at the top of the chat. There you can:

• change your name and photo,
• turn Email me when support replies and I'm not here on or off,
• set a password (optional: you can always sign in with an emailed link instead), or change it if you already have one,
• Sign out on this device, or Sign out everywhere to end your session on every device.