---
title: How long will it take to get a response?
description: Support response times guide
---

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1. [PlaySafe ID help & support](https://support.playsafeid.com/?hsLang=en)
2. [General](https://support.playsafeid.com/general?hsLang=en)

# How long will it take to get a response?

Our support team is available Monday to Friday, 9am to 6pm UK time. We aim to respond to every request as quickly as possible, and the timeframes below show what you can expect.

All timeframes are in business days, so weekends and UK public holidays are not included.

**Response time**

| Type of request | First response | Resolution |
| --- | --- | --- |
| **Urgent safety or security concerns** Such as a child safety concern, or if you think your account has been compromised. | Within 1 business day | Prioritised and handled as quickly as possible |
| **Account access and verification** Such as trouble signing in, verification or re-authentication issues, or a locked or blocked account. | Within 1 business day | Usually within 2 business days |
| **General and account requests** Such as questions about PlaySafe ID, unlinking a game account, changing your email address, penalty appeals or family accounts. | Within 2 business days | Usually within 5 business days |
| **Data requests** Such as deleting your data or requesting a copy of it. | Within 1 business day | Within one month, as required by law |
| **Complaints** | Within 1 business day | Usually within 10 business days |

Some requests need further review by our team, which can take a little longer. If this applies to your request, we will let you know.

**When timeframes are paused**

Sometimes we need more information from you before we can continue, such as confirming your request or sending details that help us locate your account. When this happens, the timeframe is paused until you reply.

Some requests also include a set waiting period as part of the process, for example to keep accounts secure. We will explain this when it applies.

**How to get help faster**

- **Contact us from the email address associated with your PlaySafe ID account.** For security reasons, we can only act on account requests sent from that address.
- **Include as much detail as you can,** such as what you were trying to do, any error messages you saw, and screenshots if possible.
- **Check our help centre first.** Many common questions are answered in our guides and FAQs.

**Contact us**

- **General support:** support@playsafeid.com
- **Data requests:** gdpr@playsafeid.com
- **Complaints:** complaints@playsafeid.com

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