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3. How do I get help on your live chat support?

Live chat support3:12

"How do I get help on your live chat support?"

At 1st Money, we've streamlined the process of getting help and support by making our live chat support readily available.

To see our live chat support in action:

  1. First, when you're looking for our live chat support, we're here Mon-Fri, 8 am to 5 pm, UK time.
  2. It's during those times that you'll see our live chat button with a green active status.
  3. You'll also find our live chat in the bottom-right of your screen.
  4. To start a chat, tap on the live chat button, and type your question.
  5. Soon enough, you'll get a reply from our live chat team.
  6. Sometimes, our live chat team may even send you a video to watch to help with your question.
  7. If you tap the video, you can watch it whilst still continuing your chat.
  8. And finally, once you've got your answer, you can close the chat.

You may notice:

  • That our live chat support is always staffed with real humans. And never staffed by robots.
  • Also, everybody on our live chat team's been properly trained and is an expert at using 1st Money.
  • However, if it's a particularly tricky problem, or a software bug, your live chat may instead be forwarded to one of our software developers.
  • In such cases, we'll probably ask to do a screen sharing call with you so we can properly understand the issue.
  • Either way, we'll find a way to sort out whatever it is.

To see how to find help when our live chat support's offline:

  1. First, normally we're here Mon-Fri, 8 am to 5 pm, UK time. If you try to chat with us outside our support hours, our live chat support button's gray, indicating we're offline.
  2. When you tap it, instead of seeing the usual chat box, you'll instead see that it's auto filled your name and email.
  3. And then shows you a "Message" box for you to send us your question.
  4. Once you've finished typing your question, tap Submit, and you'll get a "Message sent" confirmation.
  5. And finally, now that your question's submitted, you can expect to hear back from us inside 24 hours.

Keep in mind that:

  • You're welcome to change the reply address if you want to receive our response on a different email.

To learn more:

  • About how to make the most of our collection of product videos, watch the video on: How-to videos
  • To learn about how to find answers anytime, watch the video on: 24/7 Instant answers
  • To learn about how to book an appointment with us, watch the video on: Booking a live demo
  • And to learn about how to vote on upcoming features, watch the video on: Ideas voting

And that's it! That's everything you need to know about using our live chat support!

Updated: Fri, May 31, 2024.

© 2020–2024 1st Money UK Holdings Ltd. All rights reserved.
www.1st.money/help/Support/3._How_do_I_get_help_on_your_live_chat_support