Routing for faster help.
We handle different types of requests through different channels, so they reach the right team and get resolved faster.
Request types
| Request Type | Where to Send It | Typical Response Time |
|---|---|---|
| Technical issues (bugs, crashes, upload errors) | support@simatech.uk | 2–5 business days |
| Account access / login issues | support@simatech.uk | 2–5 business days |
| Subscription & billing questions | support@simatech.uk | 2–5 business days |
| Refund requests | support@simatech.uk (see Refund & Cancellation Policy) | 7–14 business days |
| Privacy / data access questions | privacy@simatech.uk | 5–10 business days |
| Account deletion | account-deletion@simatech.uk or simatech.uk/account-deletion | Confirmed within 10 business days; full deletion per Privacy Policy retention terms |
| Feature requests / feedback | support@simatech.uk | Reviewed on an ongoing basis — no individual response guaranteed |
| Copyright concerns | support@simatech.uk | 5–10 business days |
What to include
- The email address linked to your SIMA MIND account
- A clear, specific description of the issue
- Screenshots or error messages if applicable
- Steps to reproduce the issue (for bugs)
Never include
- Your password
- Full payment card numbers
- Other sensitive credentials
We will never ask you for these.
Escalations
If you feel your request wasn't resolved appropriately, reply to the same email thread and ask for it to be escalated. We'll review it again with a member of our team.
Response times above are estimates, not guarantees, and may vary based on request volume, complexity, and the need for further information from you.