At IMMERSE, we’re committed to providing you with the support you need to make the most of your language learning journey. Whether you’re experiencing a technical issue, have a question, or need guidance, there are multiple ways to reach our support team. Here’s a comprehensive guide to contacting us:
Email Us Directly
You can email our support team at [email protected]. This is the most direct way to get in touch, and our team will respond as soon as possible.
Use the Help Center Messenger Icon
The Help Center beacon is available on our company website, the WebApp Account Management Page (for individuals), and the Help Center. Clicking on it will launch a conversation with our AI Support bot, Geo, who will direct you to the human team if requested or needed.
ℹ️ Please note that these messages are triaged alongside others in the inbox; we do not have on-demand live chat available at this time.
From Inside IMMERSE
From Inside IMMERSE
If you’re inside IMMERSE, you can access the Help Center without leaving the app:
Enter your Homeroom
Click > the life preserver icon next to your profile picture
Click > "Help Center" to open the Help Center page.
In VR: The browser will open in front of you.
On a Computer: A new tab will open.
Click on the messenger beacon to contact our support team using the steps above.
Message Us on Social Media
You can reach our support team via Facebook Messenger in several ways:
From a Comment
Hover over IMMERSE in a comment left on any post to open the option to send a direct message.
From Our Posts
Click on the IMMERSE name from one of our company’s posts.
Search Directly
Search for the IMMERSE business page and private message us.
⚠️ DISCLAIMER: This is NOT a live chat. ⚠️
While we do our best to respond as quickly as possible, please note:
Facebook and Instagram messages go to our Support Inbox and are handled based on priority and time of submission.
Even if having a real-time back-and-forth conversation with a Support Agent, they may need to step away to address other issues. It could take up to 24 hours for a reply.
While we don’t have a live chat feature at this time, this option ensures you can easily connect with us from wherever you are without leaving Facebook.
Help Us Support You
To help us resolve your issue as quickly as possible, please provide specific details when contacting our support team. Including the following information will ensure we don't need to follow up to gather more context. Also, please remember to be considerate and kind - we're human too.
Account & Subscription Information (if a member):
Account Details: What name and email are registered to your IMMERSE account? Is this different from the email you are currently using to contact us?
Program Status: What language program and level are you currently enrolled in?
Subscription: What is your current subscription status?
Realm: Which area of IMMERSE does your conversation or issue pertain to (e.g., Virtual World, Classes, Billing)?
Issue Details:
The Problem: What exactly is the issue? What question can we answer?
Timeline: When did the issue start, and how long has it been ongoing?
Impact: What effect has this issue had on your experience?
Troubleshooting: What steps have you already taken to try and resolve the issue yourself? Did you consult our support articles before reaching out?
Evidence: Can you share any images or video footage that gives us a firsthand view of the problem?
Frequently Asked Question(s)
What can I expect as far as reply time?
What can I expect as far as reply time?
Our team aims to get a response back to you within 36 hours of submission, but oftentimes you’ll hear from us much sooner than that!
Can I contact IMMERSE Support through WhatsApp?
Can I contact IMMERSE Support through WhatsApp?
We understand that this is the preferred method of communication for many learners in Latin and South America and are working to implement this option in the near future. We appreciate your patience!
Thank you for your patience as we support our entire community. We are dedicated to helping you throughout your journey, so please feel free to reach out with any questions or for assistance using the contact methods provided above. Happy learning! 🚀