If you’ve booked a live coaching session and had your booking accepted, but your Metafy expert never showed up at the appointed time, you should start by contacting them.

How to Contact Your Expert

Start with Metafy Chat.

As part of the booking flow, you have gained the ability to chat with your coach through Metafy. The icon to access chat is on your Expert's profile, just under their avatar.

Don't confuse it with the round, yellow chat icon under the question mark icon — that’s the live Help Desk. We’re happy to see you, but we’re not your expert.

Clicking it will launch a chatbox, and your coach’s avatar will appear in your left-hand rail for easy reference. To dismiss chat, click the downward arrow in the upper right of the chatbox.

Next, try Discord.

If you cannot reach your expert via Chat, you can visit their Metafy profile to find their social links (located just below their avatar). Hovering over the Discord icon will give you the option to click it and copy your expert’s Discord ID.

Still no luck? We can help.

Contact us here at the Help Desk, or post on Metafy Discord. We may be able to contact your expert on your behalf and have them get in touch with you.

Your Options

Reschedule

Ideally, you’ll be able to reschedule your lesson once you reach your expert. Ask them to issue you a promo code, so you can schedule a replacement session through Metafy.

Without a promo code, you’d need to work out the details between the two of you, since the lesson you will be rescheduling has already been paid for. Note that the option to reschedule a lesson only works if they’re rescheduled before they were supposed to start.

Refund

If you are unable to reach your expert, or if your expert is somehow unable to reschedule your lesson, contact us and we will give you a refund in the form of credits to your Metafy wallet or a cash refund to your payment source (credit card or PayPal).

📣 Please note that there is a time limit of 180 days on refunds to your payment source. Meaning, if it’s been more than 180 days since your original purchase, we cannot issue a cash refund.

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