How long does it take to get a response from support?Updated a month ago

Standard Response Times

Our support team works diligently to respond to all inquiries as quickly as possible. Here's what you can expect when you contact us at [email protected] or through the in-app Help button:

Initial acknowledgment: Within 24 hours of receiving your email or message
Resolution or detailed update: Within 24-48 hours for most standard inquiries
Follow-up responses: Within 24 hours once we're actively working on your case
Complex issues: May require 3-5 days for thorough investigation, but we'll keep you updated on our progress

These timeframes apply to emails sent during business days. Messages sent on weekends or holidays may experience slightly longer initial response times, though we monitor support channels regularly.

What Affects Response Time

Several factors can influence how quickly we can resolve your issue:

Issue Complexity

Simple questions: Account information, subscription status, or general questions typically receive the fastest responses
Technical problems: App bugs, sync issues, or technical errors may require investigation by our engineering team, adding 24-48 hours for internal review
Billing coordination: Issues involving Apple or Google billing systems may take longer as we coordinate with those platforms
Order tracking: Physical product inquiries may require coordination with shipping carriers or warehouses

Information Provided

The completeness of your initial message significantly impacts resolution speed:

Detailed requests: When you include your account email, device information, screenshots, error messages, and steps you've tried, we can often resolve issues in the first response
Incomplete information: If we need to ask follow-up questions to gather basic details, resolution takes longer as we wait for your response
Clear descriptions: Specific problem descriptions help us diagnose issues faster than vague statements

Issue Type

Different issue categories have different resolution patterns:

Password resets: Often resolved immediately through self-service or within one response
Subscription questions: Typically answered within 24 hours with account access information
Refund requests: May take 24-48 hours to process and an additional 3-10 business days for the refund to appear in your account
App bugs: Require internal team review (24-48 hours) and may need engineering fixes that take longer
Account data issues: May require backend investigation and can take 2-3 days to fully resolve

Technical Issue Response Process

When you report a technical problem with the app or website, here's what happens behind the scenes:

Initial response (within 24 hours): Our support team acknowledges your report and may provide immediate troubleshooting steps
Triage (24-48 hours): If standard troubleshooting doesn't resolve the issue, we escalate to our technical team for investigation
Investigation (2-5 days): Our engineering team reviews logs, reproduces the issue, and determines the cause
Resolution or update: We either provide a fix, a workaround, or a timeline for when the issue will be resolved in an app update

For critical bugs affecting many users, we prioritize faster resolution and may provide interim workarounds while developing a permanent fix.

What to Do While Waiting

While our team works on your inquiry, here are productive steps you can take:

Check Your Email

Spam/junk folder: Sometimes our responses get filtered. Check this folder regularly
Add to contacts: Add [email protected] to your email contacts to ensure our messages reach your inbox
Email filters: Check if any email rules might be redirecting our messages
Correct email address: Verify you provided the correct email address in your support request

Try Self-Service Options

Search this Help Center: Many common issues have detailed articles with step-by-step solutions
Try basic troubleshooting: Force close and restart the app, check for updates, restart your device, or switch between WiFi and cellular data
Check your account online: Log into centr.com to verify subscription status, billing history, or account details
Review confirmation emails: Check past emails for order confirmations, subscription receipts, or password reset instructions

Gather Additional Information

If you realize you forgot to include important details in your original message, you can reply to your support email with:

Screenshots of error messages
Your device model and operating system version
The app version you're using (found in app Settings)
Additional context about when the problem started
Results of any troubleshooting you attempted

This additional information helps us resolve your issue faster when we respond.

Platform-Specific Response Times

Some issues require coordination with external platforms, which can extend resolution time:

Apple App Store Issues

For billing, refunds, or subscription problems related to Apple:

We can guide you through the Apple refund process (immediate)
Apple processes refund requests within 48 hours to 7 days
Subscription changes through Apple are immediate once processed

Google Play Store Issues

For billing, refunds, or subscription problems related to Google:

We can guide you through the Google refund process (immediate)
Google typically processes requests within 1-4 business days
Subscription modifications are immediate once confirmed

Physical Product Orders

For equipment orders and shipping:

Order status inquiries: 24 hours for us to check with fulfillment team
Tracking information: Available within 2 business days of order placement
Shipping issues: May require 2-3 days to coordinate with carriers
Damaged items: 24-48 hours to process replacement authorization

Urgent Issues

While we don't have an "urgent" priority tier, we do recognize and expedite certain critical situations:

Account locked: Preventing access to paid subscription
Unauthorized charges: Billing issues requiring immediate attention
Data loss: Lost workout history or account information
Widespread bugs: Technical issues affecting many users simultaneously

If your issue is critical and time-sensitive, clearly state this in the subject line of your email (e.g., "URGENT: Cannot access account after payment").

After We Respond

Once you receive our initial response:

Follow instructions carefully: If we provide troubleshooting steps, try them in order and report results
Reply promptly: If we ask for additional information, quick replies help us resolve your issue faster
Test proposed solutions: Try any fixes or workarounds we suggest and let us know if they work
Confirm resolution: Once your issue is resolved, let us know so we can close your case

Still Waiting?

If it's been more than 48 hours without an initial response:

Check your spam/junk folder thoroughly
Verify you emailed [email protected]
Check if you received an automated confirmation of your message
Reply to your original email with "Following up" in the subject line
Double-check you're monitoring the correct email account

Our team responds to every inquiry. If you haven't heard from us within 48 hours, there may be an email delivery issue, and following up helps ensure we've received your message.