Hi
looking for advice on what to do next please. My sitters are due tomorrow when we go on holiday, but I haven’t heard from the for 9 days. I have tried emailing them since but they haven’t even read my messages. I’ve tried phoning the urgent support line twice but they’re not getting back to me either. The chat bot doesn’t seem to understand what I am asking. I have a standard parent membership. I am beginning to panic about my holiday. Is there anything I can do? Thanks in advance
Have you only been trying to reach them through THS or do you have contact (phone/email) information to reach them directly? They may not check the website and might not have their account set up to receive notifications. You can try typing “agent” in the chatbot, I think I remember needing to do it twice to reach an agent.
How have you been contacting them before, did you have a video call? If you have a number for them , ring it. Do they have your address and time of arrival? I can understand you panicking. Type in human or agent twice for the chat bot. THS might be able to contact them for you.
Hello @JillyBean
Just to let you know that I have passed this across to Membership Services so please do keep a look out for an email from them.
Sam.
Hi Chrissie
I have only contacted them via THS, they’re in their late 60s and preferred communicating that way. I’ve been chatting to them on and off since we agreed the house sit and I believe they did a successful house sit in Wales.
We last emailed each other 9 days ago and I asked a question about eta and didn’t get a reply, I didn’t think too much about it as I thought they may have been caught up with travelling and I would hear from them eventually. Anyway, they’re suppose to be arriving tomorrow so messaged them early this morning but no reply again. I am hoping nothing has happened to them. I have no other way of contacting them and I was hoping THS may have a contact number or a way of contacting them nut I can’t get through to their urgent support line despite trying numerous times, I’ve left messages each time asking if sime9n would phone me back - but so far no one has.
Thank you Sam
Thank you Chrissie
Thank you,
Always get a phone number even if they want to communicate on THS. You need it for emergencies like this. Call THS number you have on your dashboard.
Please let us know the outcome, but in future always get a phone number, very important.
Thank you everyone for your advice. The sitter finally got in touch with me last night - their internet connection had been damaged and they were staying in the middle of no where with poor mobile coverage. They’re arriving today as planned thankfully. 
What a relief @JillyBean 
thanks for letting us know everything’s ok!
I don’t care what someone’s age is, if any sitter insisted on contact only through the app, I would say no. It’s not a red flag. For me it’s a deal breaker. I also sit, and it works the other way around as well.
There are so many reasons that only having one means of communication could be tragic, and relying on the THS app as a primary communication could be disasterous.
Take a few deep breaths and enjoy your journey!!