What are CENTR support hours?Updated a month ago

Support Hours Overview

Our CENTR support team is available to assist you during specific business hours. Understanding when our team is actively responding to inquiries helps you know when to expect replies and plan accordingly for time-sensitive issues.

Active Support Hours

Our support team actively monitors and responds to inquiries during these hours:

• Days: Monday through Friday
• Hours: 9:00 AM to 5:00 PM Pacific Time (PT)
• Time Zone: Pacific Time (Los Angeles, San Francisco, Seattle)
• Excluding: US federal holidays and company closure days

What This Means for You

During Business Hours (Monday-Friday, 9 AM - 5 PM PT)

When you contact support during our active hours:

• Initial acknowledgment: Typically within a few hours during the same business day
• Full response: Within 24 hours for most inquiries
• Complex issues: May take 24-48 hours with regular updates
• Fastest resolution: Issues submitted early in the business day often receive same-day responses

Outside Business Hours

You can still contact us anytime:

• Email submission: Send your inquiry to [email protected] 24/7 - your message will be queued
• In-app messages: Submit via the Help button in your Profile anytime
• Response timing: Messages sent after 5 PM PT Friday will be addressed starting Monday morning
• Weekend emails: Received and queued for Monday response (next business day)

Converting to Your Time Zone

If you're located outside the Pacific Time zone, here's when our support hours fall in other common time zones:

United States

• Pacific Time (PT): 9 AM - 5 PM
• Mountain Time (MT): 10 AM - 6 PM
• Central Time (CT): 11 AM - 7 PM
• Eastern Time (ET): 12 PM (noon) - 8 PM

International

• UK (GMT/BST): 5 PM - 1 AM (next day)
• Central Europe (CET/CEST): 6 PM - 2 AM (next day)
• Australia (AEST): 2 AM - 10 AM (next day)
• New Zealand (NZST): 4 AM - 12 PM (next day)

Note: Time conversions may vary during Daylight Saving Time transitions. Pacific Time observes Daylight Saving Time from March to November.

Best Times to Contact Support

To get the fastest response, consider these timing strategies:

Optimal Contact Times

• Early weekday mornings: Tuesday-Thursday, 9 AM - 11 AM PT tend to have faster response times
• Mid-week: Tuesday through Thursday typically see less volume than Mondays and Fridays
• Avoid Monday mornings: Volume is highest due to weekend accumulation
• Avoid Friday afternoons: If your issue needs back-and-forth communication, starting Friday afternoon may delay resolution until Monday

For Urgent Issues

If you have a time-sensitive issue:

• Submit early in the business day (before noon PT) to maximize same-day response potential
• Include all relevant information in your first message to avoid delays from follow-up questions
• Mark the subject line appropriately (e.g., "URGENT: Cannot access paid subscription")
• For billing disputes with Apple or Google, contact them directly as they operate 24/7

What Happens Outside Support Hours

Self-Service Resources Available 24/7

While our team is offline, these resources remain available:

• This Help Center: Search for articles covering common issues and questions
• Account settings: View subscription status, billing history, and account details at centr.com
• Password reset: Self-service password reset available anytime at centr.com/forgot-password
• Platform billing: Apple and Google provide 24/7 support for App Store and Play Store billing issues
• CENTR Community: Connect with other members for workout tips, motivation, and peer support

Automatic Email Confirmation

When you email [email protected]:

• Your message is received immediately and added to our support queue
• You should receive an automatic confirmation that your message was received
• If you don't receive confirmation, check your spam/junk folder or verify the email address
• Messages are addressed in the order received when the team returns

Holidays and Extended Closures

Our support team observes US federal holidays and occasional company closure days:

Major US Holidays

Support is typically closed on:

• New Year's Day
• Memorial Day
• Independence Day (July 4)
• Labor Day
• Thanksgiving and the day after
• Christmas Day

Extended Holiday Closures

During major holiday periods (such as between Christmas and New Year), support hours may be reduced. We'll communicate any extended closures or modified hours through:

• Email announcements to members
• In-app notifications
• Help Center banner messages
• Social media updates

Response Time Expectations

Based on when you submit your inquiry:

Submitted During Business Hours

• Monday 9 AM - 5 PM PT: Response typically by Tuesday
• Tuesday-Thursday 9 AM - 5 PM PT: Response often same day or next business day
• Friday 9 AM - 5 PM PT: Response Friday if submitted early, or Monday if submitted late Friday

Submitted Outside Business Hours

• Weeknight (after 5 PM PT): Response next business day
• Friday after 5 PM PT: Response Monday
• Saturday or Sunday: Response Monday
• Holiday: Response next business day after holiday

Making the Most of Support Hours

To ensure efficient support when contacting us:

Before Contacting Support

1. Search this Help Center for immediate answers to common questions
2. Try basic troubleshooting for technical issues (restart app, check for updates, clear cache)
3. Gather relevant information (account email, device details, screenshots, error messages)
4. Check your account settings for subscription and billing information

When Contacting Support

Include in your initial message:

• Your account email address
• Detailed description of the issue
• Steps you've already tried
• Device and OS information for technical issues
• Screenshots of error messages
• Order numbers for physical product inquiries

Providing complete information upfront reduces back-and-forth and speeds up resolution, especially if your message is received outside business hours.

Platform-Specific Support

Some issues are handled by external platforms that have different hours:

Apple App Store

• Hours: 24/7 support available
• For: Billing disputes, refund requests, subscription modifications
• Contact: reportaproblem.apple.com
• When: Issues with payments processed through Apple

Google Play Store

• Hours: 24/7 support available
• For: Billing disputes, refund requests, subscription modifications
• Contact: play.google.com/store/account
• When: Issues with payments processed through Google

CENTR Web Subscriptions

• Hours: Monday-Friday 9 AM - 5 PM PT (our team)
• For: All billing, refunds, and account modifications
• Contact: [email protected]
• When: Subscriptions purchased directly through centr.com

Emergency and Critical Issues

For truly urgent issues during business hours:

• Account locked after payment: Clearly mark subject as urgent - we prioritize access issues
• Unauthorized charges: Document the charge and contact us immediately during business hours
• Data loss: Report immediately with details about what data was lost and when

For urgent issues outside business hours, utilize self-service options (password reset, Help Center articles) until support reopens.

Contact Information

To reach CENTR support:

• Email: [email protected]
• In-app: Profile > Help button
• Hours: Monday-Friday, 9 AM - 5 PM Pacific Time
• Expected response: Within 24-48 hours during business hours

We appreciate your understanding of our support hours and strive to provide thorough, helpful responses to every inquiry. While we're not available 24/7, our self-service resources and comprehensive Help Center are designed to provide assistance whenever you need it.