If you've emailed us and haven't heard back, we probably aren't ignoring you! We are quite a small team in support but we do take it very seriously and we do respond to all emails we receive.
Our standard support hours are 10am to 6pm Australian Eastern Time, Monday to Friday, but it's not unusual for the team to work longer, especially at busy times.
Here are some things to check if you've not received a response.
1. Check your inbox again, and definitely check spam or junk folders
There's so much email these days so our reply may have gone unnoticed or ended up in your spam or junk folder rather than your inbox.
If you find our email in a spam folder, please mark it as "Not spam" or add our email address - support@gofar.co - to your safe senders list.
2. Are you using Hotmail, Outlook, Live or MSN as your email address?
In July 2026, we discovered an issue where emails from Hotmail, Outlook, Live and MSN addresses were being very aggressively blocked by our email service provider, Google, and simply weren't reaching us. This had been happening for some months.
This was extremely frustrating for the affected customers and we're very sorry it took us so long to track down the problem.
The good news is that we've now fixed it. As of 27 July 2026, we are receiving emails from customers using Hotmail, Outlook, Live and MSN addresses.
We also adjusted the spam filtering on emails to support@gofar.co and were able to recover three months of emails, which we've now worked through.
If you contacted us from a Hotmail, Outlook, Live or MSN address before 27 July and are still waiting for a response, please email us again. We'll make sure we pick it up this time.
3. Using social media for support - direct messages are easier to handle
Email is the best way to get organised, efficient support.
If you think your email isn't getting through for any reason, you can also send us a DM on Instagram or Facebook. These are easier for us to deal with than support requests posted as comments.
We don't look at every social media post every day, so comments on our posts are particularly easy to miss. When we do find a support request in a comment, we will try to help, but ultimately we nearly always need to move the conversation over to email or another private channel to actually resolve the issue.
4. Still haven't heard from us?
If you've checked your spam folder, you're not using Hotmail, Outlook, Live or MSN, and still can't find our reply, you could book a meeting with us so we can help you. Book an online meeting
We're really sorry if you've been waiting for a response. We'd rather hear from you again than have you think we're ignoring you!