If you do not hear back from a coach within 48 hours of reaching out to them, please confirm your message was sent. It's possible your coach replied to you and the reply ended up in a spam or promotions folder in your email account.

• Confirm that your message was delivered to the coach by looking in your CoachUp Inbox.
• Responses from coaches can sometimes end up in the Junk/Spam folder of your email account, depending on your personal email settings.
  • To ensure that new messages do not get lost in your spam or junk folders, adjust your email client's filter settings to allow for incoming messages from support@coachup.com.
  • Because spam and junk mail filters vary between email clients (Gmail, Outlook, etc.), we recommend that you are following the spam filter settings instructions for your specific email client.

Let us know if you didn't hear back from your coach. We'll do our best to reach the coach and confirm their availability, and in most cases the coach will then follow up with you shortly. However, we find that the best option is to also message additional coaches in case your first choice is currently unavailable.

We understand that it can be frustrating to message a coach and not receive a response right away. We encourage coaches to respond as soon as possible, and even require coaches to reply to new messages within 48 hours. There is a chance that the coach is temporarily without access to the internet or email and simply cannot respond to you at the moment.