Help & Contact
As of 1st July 2022 we will be operating Customer Service as follows:
Monday - Friday 8am - 9pm
Saturday and Sunday 8am - 9pm
Click the icon in the bottom right of the screen
We provide unlimited support via our automated ticketing system 'Cyberon' to all of our customers and those wishing to know about our services. On days when international arrival country lists are updated, wait times may be longer than usual, but we're hard at work and will get back to you as soon as we can. To talk to us, please click on the icon at the bottom right of the screen.
Our virtual support comes from UK based AssuredScreening.com employees who are not just super friendly, but also incredibly knowledgeable about how our systems work. Cyberon distributes incoming tickets to the department best placed to assist.
For urgent queries, such as a missing test result, our team aim to provide a response within 1-2 hours. For standard queries our normal response is within 6 hours.
Why do we limit support to online communication?
Keeping support online allows us to keep our pricing low while maintaining an ever-improving product with amazing support. By focusing on online support channels, we can scale our support and dedicate resources to continually improve and innovate. With our systems, over a typical hour, a web agent is able to support around 10 times more customers than a telephone handler and on the whole providers a better customer experience. Thanks to having online support, we’re able to automatically refer customers to web pages, products and forms.
In short, we may not be available by phone, but we're ready and efficiently dealing with your enquiries online.