Standard support hours:
Monday to Friday 9:00 AM – 6:00 PM UK time (GMT in winter, BST in summer)
Outside business hours
The Help Centre is available 24/7 for self-service answers
You can leave a message via Chat — it will be queued and answered when the team is back
Auto-reply: "Our team usually responds within 2 hours during business hours (9 am – 6 pm UK time)"
Response time targets
Chat: <2 hours during business hours
Email: within 1 business day
Urgent security issues: prioritised regardless of time
Holidays: UK bank holidays may affect response times. We'll post notices in advance if support hours change.
Urgent account security issues (suspected unauthorised access, lost 2FA device) are prioritised. Include "URGENT" in your message for priority handling.