I have not received a reply to my support requestUpdated 12 hours ago

TL;DR: If you’ve lodged a ticket, first check your spam/junk. Our team works Monday-Friday, 9:00-17:00 (Sydney time) and we aim to respond to most tickets within 1-2 business days. ROS-E, our digital assistant, is available 24/7 to help find answers instantly.

How we handle tickets

Our Koh-mmunity Support team reviews tickets and replies from 9:00-17:00 AEST, Monday to Friday (we’re closed on weekends and major public holidays). Most straightforward enquiries get a response within 1-2 business days. If your issue needs specialist help (e.g. warranty, technical checks, QA), we’ll let you know and keep you updated while we investigate.

ROS-E: Quick help anytime

ROS-E is our digital assistant that runs 24/7. It uses our website, Help Centre articles, blog posts and internal guidance to fetch answers fast. If ROS-E can’t fully resolve your case, it will create or escalate a ticket for our human team to pick up during business hours.

What to expect after you submit a ticket

1. Personalised first response (often from ROS-E): Most tickets receive a tailored reply right away. ROS-E uses the details you provided plus account, Help Centre, and product guidance to give the best answer we can based on our policies and resources.
2. If we need more info: If the initial details aren’t enough to resolve the issue, ROS-E (or an agent) will ask for missing items: e.g. photos, order number, device details, etc. Providing these quickly helps speed things up.
3. Human handoff when required: If ROS-E cannot fully resolve the case after those follow-ups, the ticket will be escalated to a human agent with the conversation and any files you supplied so we don’t make you repeat anything.

What slows a reply (and how you can help)

• Peak events (sales) or big product launches increase volume, replies may take longer then.
• Missing details, including order number, photos, or device info, can add back-and-forth time. Include as much detail as you can when you submit.
• Requests that need external verification (warehouse, manufacturer) take longer. We’ll flag this and keep you updated.
• Creating multiple support requests. One email is all it takes to enter the queue.

Urgent or warranty requests

If your issue is urgent (safety, leak, shipment missing) or a warranty claim, note that in your ticket subject and include order number + photos. That helps us prioritise it correctly.

Still not heard back?

If it’s been more than 2 business days (and you’ve checked spam), reply to your confirmation email - do not submit another ticket - that helps us surface it quickly. You can also attach screenshots, order numbers, etc.