09-07-201304:32 PM - last edited on 24-02-201401:25 PM by marionh
At 48 we are an online community based support team. That’s why we’re so cheap; we don’t have massive call centers to pay for. There are several ways of getting help on the website; reading our FAQs is the fastest, followed by asking the community.
Step 1 - Read the FAQs
This is the quickest way to find help. Go here to browse our FAQs or simply type your question in the search box at the top of the community page.
The FAQs should be your first port of call when you have a question. They've been created by looking at the questions asked by our members, so there is a good chance that we have a ready-made answer for you.
If you didn't find an answer in one of our FAQs there's still the chance that someone has already asked the same question on the community. Whenever a question on the forum is answered we encourage people to mark the best answer as the "accepted solution" so that people who find the thread later know how to solve it if they have a similar problem..
Our community is very helpful so you will always find someone knowledgeable to help you. Go directly to our Help section and post a new question. Make sure you post a new topic, that way it will get the most attention.
Information to Include
When posting your question make sure that you explain your issue as clearly as possible and give all the details you can. Make sure to include:
What phone and what membership you have
Why you can't do what you're trying to do, including any error messages you find
What you've already tried to solve your issue
This will make it easier for our members to give you advice to sort you out.
Also:
As the forum is public please do not post any personal information such as your phone number, bank details, etc. The members do not need any of your personal information to give you advice.
Finding Your Question Again
To find your post again go to any community page and then click on your username on the right hand side. At the top of this page it will display all the posts that you have recently made. Make sure to keep an eye on your post to help members solve your issue in case they need to talk things through with you.
Saying Thanks
The people answering your questions are community members just like you, so it's nice to say thank you to them for helping you out. The best way of doing this is to press the "Accept as solution" button on the best answer in the thread. This will identify it as the right answer for any other members who have a similar problem in future as well as being a nice thank you for the members who helped you out. You can also click the kudos button on any reply that you find helpful.
Step 3 - Contact the Care Crew
Finally if the issue you're having is account-related and thus you can't find an answer by following the 2 steps above, you can send an e-mail to our online support team via this link. The care crew take a bit longer to get back to you than reading the FAQs or asking the community does.
The forum can't help you with anything personal to you, such as topping up problems, as this is sensitive information. Account related issues should be asked to our care crew on the link below.
The 48 support crew work 7 days a week from 8am to 10pm. You can expect a reply within 6 business hours,
If you've responded to something they've sent you, it'll be 24 hours.
And if something has to be looked at by the tech guys, it can take between 3 and 5 working days to get resolved. If you e-mail in though, you'll get a reply within 48 hours.
If you're not sure if you should contact the care crew or ask the Community then post your question in the forum first and the members will be happy to point you in the right direction.
