Why haven’t I received a response from my on-demand support request?

On-demand support can take up to 30 minutes to respond, so if it’s been less than that since you made your request, someone will be in touch.

While on-demand support is quick, it’s not immediate. If you need an immediate response you may want to call Samaritans on 116 123.

If it’s been more than 30 minutes and you haven’t heard from us, but you’re not in immediate difficulty, there are some checks that you can do.

1. Check that you have mobile reception.

   
   

2. Check in your app settings that you’re connected to on-demand support and that the service is online.

   
   

3. If you want the traffic lights to link to on-demand support, check in your app settings that this is set up correctly.

   
   

4. Check the type of response you’ve asked for in your app settings – for example, you might be expecting a text message but your app could actually be set to receive emails.

   
   

5. Do you use a personal responder (rather than someone from Brain in Hand)? If so, is there another way that you can contact them?