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We are currently reviewing our support channels and working to ensure that we are providing the best possible support for our customers. As a part of this ongoing improvement plan we will be trialling a new Live Chat tool starting tomorrow.
At your end you will not need to do anything different. You will still be able to go to our Contact Us page and chat with a team member by clicking into the chat option at the bottom right hand side of the screen.
We expect this to be a smooth transition. However we will be closely monitoring the changeover and will endeavour to resolve any issues that may arise.
If you have any trouble at all with reaching us via Live Chat, we encourage you to call us on 1300 555 123. If you prefer a written medium to reach us, please post on this Forum. We're always happy to assist.
Sorry to hear you've unable to reach us via LiveChat.
The new LiveChat system has been implemented as part of the changes we are going through in order to deliver better support. I would suggest checking out Suja's more recent post LiveChat Service for a screenshot of the new chat option, as well as the direction of LiveChat.
Currently you may notice the option unavailable from time to time, it would happen automatically whenever the queue is capped. I'm afraid when it happens you will need to try again some time later.
Meanwhile you are welcome to post queries on the Community Forum, we are always more than happy to assist.