Why are you not answering my emails?!
We're sorry if you haven't received a reply to your request for help. We realise this is frustrating but often it's out of our control. Hopefully the steps below will help to set things straight.
Normally our helpline will respond to emails within two days or less. At busy times the turnaround time can be higher – up to several days. If you have waited less than that time, please be patient and please do not keep re-submitting your request: all that does is make the queue worse for you and for everyone else!
If you have waited longer than the normal turnaround time for a response, we may never have received your request for help. If you submitted your request by taking the third option at the bottom of one of our FAQ pages then this is almost certainly not the case, but if you sent an email directly, please ensure that it was sent to help@jacquielawson.com – and make sure that "Jacquie" was spelt correctly!
If you are sure we received your request and have waited more than our turnaround time, but have still not received a response, please check your spam/junk mail folder(s) and your deleted items folder. It is quite common for people to think that we haven't responded when, in actuality, we responded but either they or their email client mistakenly perceived our email as spam!
If you have followed all the above steps and still have not received a response, or are consistently getting no email from us, it is possible that your computer, or your email service provider, is blocking mail from help@jacquielawson.com.
If you believe this may be the case, please contact us via another method (see below).
How can I contact you without using email?
We're sorry but we do not offer a customer support telephone line.
If you are on Facebook or Instagram, you can send a private message to our Facebook or Instagram page, where we will be happy to help.
If you do not have Facebook or Instagram, you can try emailing us using a different email account – or even ask a friend to do so from theirs. Please ensure that you clearly include in your message the email address associated with your jacquielawson.com account so we can find it on our system.
Finally you can contact us via snail mail. If you are unable to receive our emails please make this clear in your letter, otherwise we will normally respond by email.
Please do NOT send us any payment via mail. We are unable to accept any cheques, money orders or cash payments. Please see our dedicated FAQ page on methods of payment for more information.
But I'm getting your newsletters!
Our newsletters are sent using a totally different computer system and from a different email address, so it is perfectly possible for them to reach you OK but for our helpline emails to be blocked.
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