Our support team has recently launched a new messaging feature! This allows for a live messaging experience with our agents as well as continuous conversations you can return to over time without worrying about losing your spot or having to repeat yourself.
To start a conversation from the app:
- Log in to the Sezzle app
- Go to the Account tab > Help > Start a Conversation
To start a conversation from your Sezzle dashboard:
- From a web browser, log in to your dashboard here
- Click on the purple widget at the bottom
From there, you can interact with our bot which can provide dozens of the same answers an agent would give. For more complex inquiries or if you still need help in general, the bot will offer a form for you to complete which will then transfer you to one of our team members.
Provide as much detail here as possible so our agents can get right to investigating upon receiving your message.
How long will it take for an agent to reply?
Because we have team members available for messages 24/7, the initial response is usually under 5-10 minutes. If we’re able to resolve your issue in that session, we will close the conversation. Though if you think of anything else, you can always respond in the same conversion and a team member will get back to you within 1 business day, usually much sooner. Business days exclude weekends and holidays.
What if I leave the app or my web browser?
If you don’t want to wait or need to leave the screen to grab more information elsewhere on your device, don’t worry! You won’t lose your spot and the historical context from your conversation will still be there. All our messages will also be sent to the email associated with your account so if you’re away from the conversation, you’ll still get notified.
Can I continue the conversation over email?
Yes! Because all messages are sent simultaneously via email, you can respond to that email and an agent will see your reply just the same. (Note that emails will not show up in in-app or web conversations.)
Why haven’t I received a response yet?
Because messaging allows you to come and go as needed, our agent may move on to another live conversation once you’ve gone idle. When you respond, they will receive an update and will get back to you as soon as they wrap up the conversations at hand (within 1 business day but often sooner). That’s why it’s important to provide all the details you can so that when the agent sees the message, they can provide the next steps and solutions quickly.
For other methods of support contact, click here.