Dear OnePoundEmail Users,

We are writing to inform you that we will be discontinuing live chat support as of 3rd January 2025. This decision follows a trial period that began when we reintroduced live chat in October 2024. While it was intended to enhance user experience, we’ve identified several challenges that have led us to this conclusion.

Why are we making this change?

After careful consideration, we found:

• The live chat was rarely used by our customers, resulting in it being underutilised.
• It became a target for spam messages, which detracted from its effectiveness.
• Some users left the page if their query wasn’t answered within seconds, making it difficult to provide thorough assistance.
• We have concerns about data privacy and are uncomfortable sharing user data with a third-party provider.

What does this mean for you?

While live chat is being retired, you can still reach us through the following support channels:

• Email Support: support@onepoundemail.co.uk
• Knowledgebase: https://my.onepoundemail.co.uk/plugin/support_manager/knowledgebase
• FAQs: https://my.onepoundemail.co.uk/plugin/support_manager/knowledgebase/index/14/
• Discord: https://discord.com/channels/1282856304758489219/1282856305706537062/1291864154323554396

We appreciate your understanding and continued trust in OnePoundEmail.