Support Group

Former Member

Hi, its not letting me get into the support group chat tonight, when i login it just has a white screen saying groups and nothing happens, help pls!

Ed_

Hey @potatolol - first up, great username! Sorry that you've been struggling to access chat tonight, unfortunately they were closed this evening. The best place to check whether there are any issues is to check out this section of the boards, as this is where the team post updates as to whether chat is on or not, or if there are any tech issues with the software. Occasionally, you have to do something a bit different to access chat.

Sometimes when chat is down, there are people running threads on the boards, so always worth having a look around

Former Member

@

Ed_ wrote: »

Hey Ed, thanks for the response, i didnt know this. while ur here can i just ask how comes the online chat is offline mosft of the time when i check its always during the opening hours but it never seems t be online

Ed_

@potatolol - do you mean the 1-2-1 chat at the top of the page, or the group chats? 1-2-1 chat may appear as offline when all the people available to talk are busy on other chats. The group chats that happen every night from 8-9.30pm should be open and available at the advertised times unless stated on the group chat announcement page (for example there are a few weeks a year that the team take a break). I'm just looping in @TheMix team as they may be able to shed further light on this

Former Member

@Ed yea I meant the 1-2-1 chat

JustV

Thanks for the tag @Ed_, and apologies for the confusion last night @potatolol. We try and announce group chat closures in good time but it's not always obvious.

Ed's totally right - with 1-2-1 chats, assuming you're contacting them during opening hours (4pm-11pm), they should only show as offline if all our volunteers are busy. As a general rule you should be able to reach someone though. 🤔 How many times have you tried?

If it's a persistent problem, drop us an email on community@themix.org.uk with some screenshots of what you're seeing and we can take it to our techies.