Global Support Service

Overview

Our Global Support Service means you and your family are only a click away from help for a wide range of online-related issues. Our online advisors have all personally experienced the devastating impact that online problems can have and will ensure that you get the help you need tailored for your situation, regardless of your location.

Support Advisors

All Cybersmile support advisors are trained and have experienced online-related problems themselves, so they understand how issues online can impact all areas of our lives. Getting help is easy by following the simple steps below, and don't forget to check out our Help Center for even more useful advice!

Suitability Guide

Due to the very high demand for this service, there can be a wait before being assigned an advisor. If your non-crisis situation is time-sensitive, we would recommend making use of Cybersmile Assistant, our AI-driven smart assistant, which can help you immediately. You can access Cybersmile Assistant by clicking the blue logo icon on the bottom right of the screen.

Examples of when this service is suitable:

• When potential wait times are acceptable
• When there is no associated police or legal case
• When you are confident that there is no threat to anybody's safety

Examples of when this service is not suitable:

• When there is a threat to people's safety
• When potential wait times could impact wellbeing
• When immediate crisis or emergency support is required
• To report abusive internet or social media users
• When the police are involved or a legal case is in motion

Getting Started

If you have read and understood the above Suitability Guide for using this service and decided that it is the best option for your individual situation, please use the following steps to start getting help:

Reach Out

Reach out to our trained support team by completing the Submit Support Request form below. Please include as much information about your situation as possible, and be sure to attach screenshots to demonstrate the problem, as these could be needed at a later date.

Allocation of Advisor

Your inquiry will be assessed by our support team, and a trained advisor will be allocated to help you. The advisor will make contact and start providing you with advice relevant to your particular situation. At this point, you and your advisor will normally work together to identify realistic, practical ways for you to deal with and move on from your negative or challenging online experience.

Identify Next Steps

Once you are feeling ready, you and your advisor will work out the most suitable next steps for your particular case. This can sometimes include a referral for further emotional, practical, or legal support from our approved network of professionals. Some people feel ready to move on at this point, having learned newfound coping strategies or identified a satisfactory resolution to their problem, and say goodbye to the Cybersmile team!

Ongoing Support

Some people need ongoing help following their experience; we will provide the necessary support until you feel ready to go it alone!

Alternative Support Options

If our Global Support Service is not suitable for your particular situation, please explore Support Services from the main menu to learn about the different types of help that we can offer.

Submit Support Request

FAQs