The home owner at my current sit has not been able to access her account for weeks now. Despite contacting THS by phone and email, no-one has been able to help her with receiving codes to get into her account, and she seems now to be emailing into the wind: multiple emails, no response.
The situation is somewhat exacerbated by the fact that her pet is unwell, currently back at the vet for further exploratory treatment, and the owner is thousands of miles away; worried about the little cat, and desperate to get into her account in case of support needs.
I have just emailed THS myself on the support@ email address but hold out little hope they will help me.
There is no emergency. The owner spent hours on the phone last week before she left for her trip, but got nowhere. She was told to expect a call from an IT expert but no-one rang. Luckily between her family and I we are handling the vet visits, but she would like to be able to get into her account.
I have tagged in a moderator who hopefully can expedite things. @Maeve@Therese@Mark_B
I assume you are in contact with the owner by other means such as WhatsApp.
If the owner has ever used a different email address with THS, it might be worth checking that old email account for the OTP codes. A few members have had this problem and found the codes were still being sent to an older email address. Also worth checking the spam/junk or bulk folder, as OTP emails can sometimes end up there.
Thanks all! I have let the owner know about your suggestions - and thanks so much @Maeve for your message, I have replied to you.
The little cat is now back home for now, which is a relief.