30-04-201301:34 PM - last edited on 10-08-201602:14 PM by sheena48
At 48 we are an online community based support team. That’s why we’re so cheap; we don’t have massive call centers to pay for. There are several ways of getting help on the website; reading our FAQs is the fastest, followed by asking the community.
STEP 1: READ THE FAQs
This is the quickest way to find help. Go here to browse our Most Popular Questions page.
The FAQs should be your first port of call when you have a question. They’ve been created by looking at the questions asked by our members, so there is a good chance that we have a ready-made answer for you.
If you didn’t find an answer in one of our FAQs, there’s still a chance that someone has already asked the same question on the community. You can search the existing forum posts here.
STEP 2: ASK THE COMMUNITY
Still no answer? Try asking the community. Your fellow 48 members will get back to you shortly with advice on how to solve your problem in the Need Help section.
Our community members are very helpful so you will always find someone knowledgeable to help you out. Go directly to our Need Help section and post a new question. Make sure you post a new topic instead of replying to someone else’s unrelated topic – that way it will get the most attention.
Information to include:
Make sure you explain your issue as clearly as possible and give all the details you can, to make it easier for our members to give useful advice to sort you out. Make sure to include:
What phone and what membership you have
Why you can’t do what you’re trying to do, including any error message you find
What you’ve already tried to solve the issue
Please note: As the forum is public, please do not post any personal information such as your phone number, email/postal address or bank details etc. The members do not need any of your personal info to give you advice.
Say thanks to your helper:
The people answering your questions are community members just like you, so it’s a nice thing to do to pop a reply back to them and thanking them for helping you out. It will also let your helper know if you’re sorted or not.
In addition to replying back to your helper, you can mark your question solved by clicking on the “accept as solution” button on the most useful reply you got. This will identify it as the best answer for other members who might be looking for similar information, and it’s also a nice thank you for the member who helped you out.
You can also click the Like button on any reply that you you find helpful.
STEP 3: CONTACT THE CARE CREW
If your issue is strictly account-related and personal to you (billing etc. that require the Care Crew to check out your account in their systems), you can contact our online support team via this link. The Care Crew take a bit longer to get back to you than reading the FAQs or asking the community does.
The forum can’t help you with anything personal to you such as topping up problems, as this is sensitive information. Account-related issues should be asked to our Care Crew.
How long does it take to get a reply?
The 48 support crew work 7 days a week; from 9am to 9pm Monday to Friday and 10am to 8pm Saturday & Sunday. They'll get back to you within 24 hours. If it is something that has to be looked at by the techie guys, it can take between 3 and 5 working days to get resolved.
If you’re not sure if you should contact the Care Crew or ask the Community, then post your question in the forum first and the members will be happy to point you in the right direction. Remember to always reply back to the member that helped you so they know you’re sorted!