Where'd the "Chat" Function go on the YNAB website?

There used to be a "contact us" or "chat with us", something like that, feature to the little help tool in the YNAB website. Where'd that go? I had chat history in there that was helpful to refer back to at times. Plus, it was helpful to be able to reach out to someone when I needed assistance. Is this feature gone?

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  • That is very concerning

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  • The option is only available when they have an agent available to chat with (or at least that was how it worked the last time this question came up.) 

    Like 3
  • I noticed this issue yesterday as well. I was able to send a message via the phone app. It's located in the "Help" screen, second from the bottom.

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  • As soon as you search for any topic, there will be an option to contact us if the results didn't answer your question.

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    • Tanya
    • Customer Success Manager
    • stormy
    • 3 wk ago
    • Reported - view

    Still never see live chat anymore. Bummer for sure. I've checked at various times of day. I mean, 10am PST on a Tuesday kinda seems like a time when someone would BE there!

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  • Hello, Tanya ! Chat is paused anytime all of our support specialists are working with other customers. But I can confirm that chat is available right now (11am PDT)—feel free to hop in and talk with us!

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    • Tanya
    • Customer Success Manager
    • stormy
    • 2 wk ago
    • Reported - view

    By the time I saw this and checked, there was no chat again! 🙁

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    • Tanya Sorry about that! We're working really hard to increase our chat availability and hours, but there are definitely still times you'll come across a paused chat. Is there anything I can help with via email or here on the forum?

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    • Tanya
    • Customer Success Manager
    • stormy
    • 2 wk ago
    • 1
    • Reported - view

    thanks but no, I've already got an email thread going and don't want to duplicate your efforts. I just REALLY appreciate the immediacy and interaction of chat help, and wish I could ever seem to find it online! Even a numbered queue would be great, like many other companies do when there are more chats than people. I'd much prefer it worked like that. Example: "you are #3 in the queue" kind of message.

    Like 1
    • Tanya Oh, that's a good suggestion! I'll pass that along to our chat manager––I could see how that would be really helpful.

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    • Lauren +1 on this Lauren. Support over email and chat has been great for me so far, but having a queues in the chat would be fantastic. It will create more work for sure for your team responding to the chat queue, but I think it does worth it in term of CSAT. 

      Like 1
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