What happens when I ask to talk to a human in support chat

In Nutrola's in-app support chat, Sophia can hand you off to a real person: tap Talk to a human (or Report a bug), and the app sends your conversation to the support team as a ticket and confirms it. The team typically replies within about 24 hours. If you're offline, it opens your mail app pre-filled to support@nutrola.app instead.

How do I reach a real person from the chat?

The support chat is the same place you reach the assistant. Open it from Profile/Settings → Support & Legal → Contact us.

1. Describe your issue, or tap an option Sophia offers.
2. When you want a person, tap Talk to a human. You can also tap Report a bug and describe what went wrong, or simply type something like "I want to talk to a human."
3. Sophia confirms in the chat that your conversation is being sent to the team. You do not have to do anything else.

There is no separate phone line or live agent window. Handoffs happen through this chat and are answered by email.

What gets sent to the team?

When you ask for a human, Nutrola packages your conversation into a support ticket so the team has context without making you repeat yourself. This includes the messages in your chat (your questions and Sophia's replies) and the email tied to your account, so the team can reply to you. If you attached a screenshot, that goes along too. How to attach a screenshot when contacting support

You will get a confirmation message right in the chat. The team's reply comes by email, typically within about 24 hours. This is a guideline, not a guaranteed response time.

What if I'm offline?

If your device can't reach Nutrola's servers when you ask for a human, the app falls back to email so your message still goes through. It opens your mail app with a message already addressed to support@nutrola.app and your conversation pre-filled in the body. Any screenshots you added are attached. Just tap Send and the team will get back to you.

So whether you are online or offline, the outcome is the same: your conversation reaches the support team and they follow up by email.

What a human can and can't do

The support team can answer questions, help you troubleshoot, and pass along requests. Some actions still have to be done by you or by your app store. For example, cancellations and refunds for App Store or Google Play subscriptions are handled by Apple or Google, not by Nutrola support. Can Nutrola support cancel my subscription or issue a refund?

Related help

• New to the chat? Using the in-app support chat (Sophia)
• Reporting something broken: How to report a bug
• Other ways to reach us: How to contact us

Still need help? In the app, open Profile/Settings → Support & Legal → Contact us to chat with our support assistant, or email us at support@nutrola.app.