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Why is Live Chat sometimes not answered?

Generally speaking, the response time for live chat will not exceed 15 seconds. Given that the connection quality of live chat is closely related to network quality, in a very few cases, we might fail to receive your message because of network congestion or a temporary failure of Internet Service Provider (ISP). In this case, we suggest you send an email by clicking "Send Message" on our Livehelp, and we will reply to your email within 15 minutes.