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Troubleshooting: Unanswered Emails and Trustlisting for Smooth Communication

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Troubleshooting Unanswered Emails and Trustlisting for Smooth Communication

If you've sent us an email and haven't received a response, this is not typical of our service. Our team strives to reply within 24-48 hours, and even sooner for urgent matters. 

You may wish to get in touch using our direct contact form, over at https://help.seatfrog.com/hc/en-gb/requests/new?ticket_form_id=7299727297935

When you send an email to help@seatfrog.com, an automated response will be generated, confirming your message's receipt. This response will also include a unique customer service ticket number. If you don't receive this automated response, it's an indication that we haven't received your message.
 

Troubleshooting

If you're using a Hotmail account, you might have noticed this issue more frequently. To address this, we recommend adding our email address, help@seatfrog.com, and our domain, seatfrog.com, to your Safe senders and domains list. Doing so should help your emails reach our inbox directly.

Below, we've provided instructions for two common email platforms, Outlook/Hotmail and Gmail, on how to add our email address and domain to your Safe senders list.

Outlook/Hotmail:

  1. Open Outlook: Log in to your Outlook account if you're not already logged in.
  2. Access Settings: Click on the gear icon in the upper-right corner of the Outlook interface. Select 'Email' on the left hand side of the pop up menu.
  3. Navigate to Junk Email Settings: Under the "Email" category, choose "Junk email."
  4. Manage Safe Senders and Domains: Click on the "Safe senders and domains" tab under "Junk email" settings.
  5. Add Email Address to Safe Senders List: In the "Safe senders and domains" section, enter help@seatfrog.com in the text box and click "Add."
  6. Save Changes: After adding the email address, click "Save" at the bottom of the pop up menu to save your changes.

Gmail:

Gmail doesn't have a conventional "Safe Senders" list, but you can use filters to achieve similar results:

  1. Open Gmail: Log in to your Gmail account if you're not already logged in.
  2. Access Settings: Click on the gear icon in the top-right corner of the Gmail interface. From the dropdown menu, select "See all settings."
  3. Navigate to Filters and Blocked Addresses: Under "Settings," select "Filters and Blocked Addresses."
  4. Create a New Filter: Scroll down and click "Create a new filter."
  5. Enter Email Address: In the "From" field, input help@seatfrog.com as the sender's address.
  6. Complete Filter Creation: Click "Create filter" and set actions such as marking as important or skipping the inbox.

Remember that email platforms may update their interfaces, so slight variations might occur. These instructions are accurate as of 23/01/2025.

If you have further questions or encounter issues, please don't hesitate to reach out to us. We're dedicated to providing the best assistance possible to ensure a seamless experience for you.