How long does it take to receive feedback?

Understanding our response times helps set proper expectations when you reach out for support.

Standard Response Times

Email Support

General Inquiries:

• First response: Within 24 hours
• Full resolution: 2-5 business days
• Business hours: Monday-Friday, 9 AM - 6 PM EST

Technical Issues:

• Acknowledgment: Within 24 hours
• Initial diagnosis: 1-2 business days
• Resolution: 3-7 business days

Account/Billing:

• First response: Within 12 hours
• Resolution: 1-3 business days
• Priority support: Often faster

In-App Support

Advantage: Faster than email

• Auto-acknowledgment: Immediate
• Agent response: 4-8 hours
• Resolution: 1-3 business days

Why faster?

• Includes diagnostic data automatically
• Direct link to your account
• Logs attached for analysis
• Pre-categorized for routing

Live Chat (Premium)

Available for: Premium/Pro users

• Connection: Usually immediate
• Response: Real-time
• Simple issues: Resolved in chat
• Complex issues: Escalated to email

Hours:

• Monday-Friday: 9 AM - 6 PM EST
• Saturday: 10 AM - 4 PM EST
• Sunday: Closed

Response Time Factors

What Affects Speed?

Faster Responses:

• Clear problem description
• All required information provided
• Screenshots/videos included
• Account details readily available
• Common, well-documented issues

Slower Responses:

• Vague problem description
• Missing information
• Unique/rare issues
• Requires developer investigation
• Need to reproduce bug
• Multiple back-and-forth clarifications

Volume-Based Delays

Peak Times (slower responses):

• After major updates
• Holiday seasons
• Weekend overflow on Mondays
• Product launch periods

Off-Peak Times (faster responses):

• Mid-week (Tuesday-Thursday)
• Mid-month
• Regular business days

By Request Type

Simple Questions

• Response: 4-12 hours
• Resolution: Same day

Examples:

• "How do I connect the scale?"
• "Where is the export feature?"
• "What does BMR mean?"

Technical Issues

• Response: 12-24 hours
• Resolution: 2-5 days

Examples:

• Connection problems
• Sync failures
• App crashes
• Data not saving

Bug Reports

• Acknowledgment: 24-48 hours
• Investigation: 3-7 days
• Fix: Varies (1 week - next update)

Process:

1. Verify bug exists
2. Reproduce the issue
3. Identify cause
4. Develop fix
5. Test solution
6. Include in update

Feature Requests

• Acknowledgment: 2-5 days
• Evaluation: 1-2 weeks
• Implementation: Varies (weeks to months)

Account Recovery

• Response: 4-12 hours (priority)
• Resolution: 1-2 days

Examples:

• Forgot password
• Can't access account
• Email not received
• Account locked

Billing/Refunds

• Response: 12-24 hours
• Resolution: 2-5 days

Process:

1. Verify purchase
2. Check eligibility
3. Process request
4. Confirm completion

Improving Response Time

Provide Complete Information

Include in First Message:

1. Problem description: What's wrong?
2. Expected behavior: What should happen?
3. Actual behavior: What happens instead?
4. Steps to reproduce: How to trigger the issue?
5. Device info:
   • Phone model
   • OS version
   • App version
6. Screenshots: Visual evidence
7. When started: When did this begin?
8. Frequency: Always or sometimes?

Use Support Template

Subject: [Brief issue description]

Device: [Model and OS version]
App Version: [Find in Settings → About]

Issue:
[Detailed description]

Steps to Reproduce:
1. [First step]
2. [Second step]
3. [Issue occurs]

Expected: [What should happen]
Actual: [What happens instead]

Frequency: [Always/Sometimes/Rare]

Screenshots: [Attached]

Tracking Your Request

Email Ticket System

When you contact support:

1. Auto-reply: Immediate confirmation
2. Ticket number: Format: FD-XXXXX
3. Use ticket number: Reference in follow-ups
4. Check spam folder: Responses might go there

Status Updates

You'll receive updates:

• Assigned: Agent working on it
• In progress: Under investigation
• Pending: Waiting for your reply
• Resolved: Issue fixed
• Closed: No further action needed

When Responses Seem Slow

Check Your Email

1. Spam folder: Our emails might be filtered
2. Promotion tab: Gmail users check here
3. Correct email: Used the right address?
4. Email capacity: Inbox not full?

Send Follow-Up

If no response after expected time:

1. Wait full period: E.g., 24 hours for email
2. Reply to original: Don't create new ticket
3. Include ticket number: Reference previous
4. Be polite: We're working on it

Escalation

If still no response after:

• Email: 3 business days
• Urgent issue: 2 business days
• Billing: 2 business days

Contact: [email protected]

Special Circumstances

Holidays

During major holidays:

• Delayed responses: +1-2 days
• Limited staff: Essential services only
• Advance notice: Posted on website/social media

System Outages

If services are down:

• Immediate acknowledgment: Via social media
• Updates: Every 2-4 hours
• Resolution: ASAP (hours, not days)

Security Issues

Priority handling:

• Response: Within 4 hours
• Action: Immediate investigation
• Resolution: Expedited process

Self-Service Alternatives

While waiting for response:

Check FAQ

• 90% of questions answered here
• Searchable knowledge base
• Step-by-step guides

Community Forum

• User discussions
• Unofficial but quick help
• Similar issues and solutions

Video Tutorials

• YouTube channel
• Visual step-by-step
• Common problem solutions

App Reset

Try basic troubleshooting:

1. Restart app
2. Check for updates
3. Clear cache
4. Reconnect scale