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 4
  • 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.

    Like 1
    • Tanya
    • Customer Success Manager
    • stormy
    • 8 mths 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!

    Like 1
    • Tanya
    • Customer Success Manager
    • stormy
    • 8 mths 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?

      Like 1
    • Tanya
    • Customer Success Manager
    • stormy
    • 8 mths ago
    • 4
    • 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 4
    • 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.

      Like 2
    • 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 2
      • Cyan Orca
      • Cyan_Orca.7
      • 1 mth ago
      • Reported - view

      Tanya agreed! I would rather wait in a queue than for the chat option to not be available. Im getting frustrated with not being able to get help when I need it to the point im almost ready to just cancel. Right now it never shows chat option, just "send a message" and they respond in 48 hours! Thats way too long! Especially for the price we pay for the subscription. By time they respond ive got so many other problems and question that at this point the app iant really helpimg me anymore... its making things more complicated. 

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    • Cyan Orca Thanks for your feedback here! I'll let our chat managers know. :)

      I'm sorry you've been seeing a delay in replies from us—we were processing a backlog of emails and then the holiday came! 😓 We should be back to our normal standard of replies within 24 hours soon.

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