I need help and I can't find the answers here!

Eek, don't worry! The best thing to do is contact us.

If you've derailed because of a problem, you can reply to the "legitimacy check" email you've received, which gives us some helpful context. You won't be charged for 24 hours, and we have an average reply time of 6 hours, so if you reply to the legitimacy check email within 18 hours (or preferably sooner!), we can usually sort things out without needing to do any refunds.

If it's been longer than that, it's still best to reply to the email, and we'll talk the refund options through with you if necessary! If you reply to the charge email, your email will go into the correct filters in our inbox, so we can prioritise it.

If you're running into trouble with something else, then get in touch via the contact form, or by emailing support@beeminder.com. We're anxious to hear about what's going wrong and to dig into it, so don't hesitate, even if you feel like it's a small problem or a silly question! If there's a problem with a specific goal, don't forget to give us the goal link, and if possible, don't delete the goal.

How long till I get a reply?

Our average reply time is six hours, and we resolve most queries in under 24 hours.

That said, those are averages, and sometimes it will take longer. If you haven't received a first reply from us for 24 hours, then it can be worth checking your spam folder. If you don't find anything, then reach out again -- preferably using a different email address in case our replies are getting completely blocked by your spam filter (which has happened to a few users over the years).

We process the queue in roughly chronological order, with some prioritisation of emails involving charges if it's very busy.

Keywords: meta, legit check replies, where else to get help, charge delay, user confusion