Who do I contact for help, and when will I get a reply?
Short answer: Email hello@sortedonline.uk. Most messages get a reply the same working day, and urgent problems get a reply within one hour.
Steps
- Email hello@sortedonline.uk, whether you
already have an account or not. It is the only address we use.
- Include the email address on your account, your website or domain name, what
you expected, and what actually happened.
- Say when it started, in UK time.
- Do not send bank or card details. We never need them.
- Reply on the same email thread, so your conversation stays in one place.
- If your website is offline, or you cannot sign up or pay, write "Urgent" in
the subject line.
What to expect
These are our reply targets. We measure them in working hours: Monday to Friday, 09:00 to 17:30 UK time, except UK public holidays.
- Urgent: your website is offline, or you cannot sign up or pay. Reply
within 1 hour, any day.
- Broken: your website or email is not working for you. Reply within 4
working hours.
- Normal: questions and small problems. Reply within 8 working hours.
- Feedback: ideas and requests. Reply within 2 working days.
Many replies come from our automated assistant, which answers from our help articles. A person takes over for anything about money, your data, or security, or whenever you ask for one. If we need more information, we tell you exactly what we need.
We also email you a short update when your ticket changes status. This happens when a ticket is resolved, closed, or reopened. Each of these emails carries your ticket reference, so you can find the conversation again.
Still need help?
Email hello@sortedonline.uk from the email address on your account. Tell us what you expected and what happened.