Get help from our Customer Support Team through the following channels:
- Email: care@2ulaundry.com for residential customers, commercial.suppport@2ulaundry.com for commercial customers
- Chat: in the 2ULaundry app or on our website (click on the pink circle with the black text box in the bottom righthand corner)
- Text: 888-861-4245
- Voice: 704-327-6262
What hours is Customer Support Available?
Customer Support is currently open from 8 AM to 6:30 PM EST, Monday to Friday. We are closed, along with the rest of 2ULaundry, on Christmas Day and Thanksgiving Day. Please keep in mind that other holidays, such as Labor Day, there may be limited staffing and longer reply times.
I sent an email or text during business hours and didn't get an answer right away, why?
Both our email and text channels are asynchronous, meaning that they aren't replied to in real time they are sent. We do this in order to prioritize our synchronous channel, which is our chat queue. We usually reply within 2 business hours of your chat (often we reply right away but need to acknowledge we have busy times that may delay this) and within 1 business day for all other channels.
What does this mean for you? We recommend that if you have an urgent matter that needs addressing right away, please use our chat function. For less urgent matters, please use our other channels.
I called your Voice number and it went to voicemail, why?
Our Support team does not currently offer live phone support. This allows us to help more people simultaneously through other channels and keep our promise on reply times. Our Voice number was designed for prospective customers to leave their questions and expect a return call, but all customers are welcome to leave a voicemail if they chose. Please keep in mind that like our other asynchronous channels, voicemail replies may take up to 1 business day.
I started a chat and never received a reply, why?
Most likely, this was a case of not filling out the form in our chat box completely.
When you first open a chat, you will see a box pop up that asks for additional information.
It is critical that you fill out all 3 fields, hitting "Next" after each and hit "Send" at the end in order to "start" the chat. Not doing this results in your chat never being sent to one of our agents, so no actual chat.
If you have completely filled out the form and still not receive an answer to your chat, please reach out to us in another channel so we can investigate a potential tech error. Keep in mind, if you attempt a chat outside of our business hours, we will not be sending any kind of response until business hours have resumed.