Our response times depend on how you’ve entered into contact with us.
If you’ve sent a support request or email, you should hear back from us within two business days.
Please be mindful that the support team is based in Lisbon, so observe Portuguese national holidays, and work from 09.00-18.00 GMT every day. Therefore, if you send an email on a Friday evening, you may not receive an answer until Wednesday morning. During busy periods or with complicated issues, it may take longer to receive a response, but please rest assured that we’ll get back to you as soon as we can.
If you have reported a task or segment, you will only receive a response in very specific circumstances where we require clarification in order to help deliver the task. These reports feed into our system and we will use them to make decisions on the reported tasks or segments - and we get a lot of them. This means that even if you write a detailed message on the task in question, we can’t respond individually to reports made via the platform.
If you require a response, you should contact support and provide the task URL where possible so we can help with your request as best we can. Bear in mind, though, that in most cases the best thing to do is to skip or unclaim and report as quickly as possible, then carry on with the next task.
Please remember to email us from the same email that is registered with your Unbabel account. If you email us from a different account, there’s nothing we can do to help you because we can’t prove it’s you.