The Smile Channel offers a few channels for support. This article explains which one to use for what.
Email — support@thesmilechannel.com
The main channel. Best for:
- Account issues (can’t log in, password not working)
- Billing and refund questions
- Bug reports with screenshots
- Feature requests
- General questions that need a thoughtful response
Typical response time: within 24 hours on weekdays, slower on weekends.
Privacy email — privacy@thesmilechannel.com
For data-protection requests specifically:
- Data export requests (GDPR / CCPA)
- Data deletion requests
- Privacy concerns about how your data is handled
Goes to a different team (with appropriate compliance training). Response within 30 days as required by law, typically faster.
In-app chat bubble
From your dashboard, the “?” bubble in the corner. Best for:
- Quick “how do I do X” questions
- Short bug reports
- Feature usage clarifications
Typical response time: within a few hours during business hours (UK time).
Help Center first
Before reaching out, check the Help Center (this thing you’re reading). Most common questions are covered. Search for keywords or browse by category.
About 60% of support tickets are answered by an existing Help Center article. Searching first not only saves time, it lets you self-serve at any hour without waiting.
Pro / VIP priority support
Pro tier tickets are prioritized in the queue. VIP tickets get a dedicated support contact who knows your account context.
What NOT to use support for
- Disputes between members (e.g. “so-and-so was rude in chat”) — use the report-a-member flow instead
- Requests for special favors that go against platform rules — we’ll politely decline
- Reviews of platform decisions you disagree with — feedback is welcome but support isn’t the venue for ongoing debate
Response standards
We aim for:
- Acknowledgment within 24 hours
- First substantive response within 48 hours
- Resolution within 7 days for non-critical issues
- Same-day for critical issues (login broken, payment broken, security)