Hi, I’ve tried the normal chat and it’s not really working for me. I’ve recently had sight loss and I’m struggling to manage my Nexora account on the website now. I need an accessible way to speak to someone and preferably a callback rather than having to keep retyping everything. Is there a dedicated team or alternative contact option? I’m not sure what the process is.
Hi Maya, sorry to hear that. Yes, we do have alternative contact channels for customers with accessibility needs. If you prefer not to use web chat, we can arrange a callback, support by text relay, or help through email depending on what works best for you. If you want, send a brief note with your preferred contact method and a suitable time window, and we’ll point you to the right route. If you’re comfortable, you can also mention any communication adjustments you need, such as slower-paced calls or written follow-up.
I’m not staff, but I had to do this for my dad. Best thing was asking for written updates as well as a call, because it’s easier to keep track of. The community mods were pretty good about nudging it through.
Adding to Sam’s reply, if you’re already using a relay service or have a nominated third party, we can note that too. We can’t promise instant response times on every channel, but we can make sure your case is handled via the most accessible route available.
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