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Chat with an adviser online

You can chat online with a trained adviser if you’ve already checked our advice and you need more help.

Webchat is usually available from 10am to 4pm, Monday to Friday.

All our advisers are from local Citizens Advice offices. Many are volunteers and they also give face to face and telephone advice to clients in their area.

Start a chat

Click on the 'Start chat' button in the ‘Need help now?’ box - you should find it:

  • on the left of this page if you’re using a tablet, laptop or desktop computer
  • at the bottom of this page if you’re using a mobile

To help us connect you with the right adviser we’ll ask you to tell us:

  • what kind of advice you need, for example ‘benefits’
  • your postcode
  • your name

You don’t have to give us your real name.

Once we have your details we’ll connect you to an adviser as soon as possible, which might take a few minutes.

When your chat starts we’ll give you a reference number. It’s a good idea to make a note of it - it will help us find a record of your chat if you contact us again.

We’ll let you know if the right kind of adviser isn’t available. If you get a message suggesting that you send an email instead an adviser should get back to you within 4 working days.

You can read our privacy policy to find out how we store and use your personal information.

If the ‘Need help now?’ box isn’t showing

This usually means webchat isn’t available, which could be because:

  • it’s outside our opening hours of 10am to 4pm, Monday to Friday
  • all our advisers are busy helping other people

Some ‘ad blocker’ software stops webchat showing. If you use an ad blocker make sure citizensadvice.org.uk is listed as a trusted site.

Other ways to get advice

You can contact your nearest Citizens Advice or call our Adviceline.

Adviceline
Telephone - England: 03444 111 444
Telephone - Wales: 03444 77 20 20
Text relay: 03444 111 445

Calls usually cost up to 55p a minute from mobiles and up to 9p a minute from landlines. It should be free if you have a contract that includes calls to landlines - check with your supplier if you're not sure.

If you’re having trouble entering your details

You’ll need to try again - you might find it helps if you use a different device or browser.

If you’re using your phone’s internet connection, make sure you’ve got a strong signal or switch to wifi before you start a new chat.

Other ways to get advice

You can contact your nearest Citizens Advice or call our Adviceline.

Adviceline
Telephone - England: 03444 111 444
Telephone - Wales: 03444 77 20 20
Text relay: 03444 111 445

Calls usually cost up to 55p a minute from mobiles and up to 9p a minute from landlines. It should be free if you have a contract that includes calls to landlines - check with your supplier if you're not sure.

If your chat ends suddenly

This could have been caused by a temporary break in your internet connection and you’ll need to try again. If you’re using your phone’s internet connection, make sure you’ve got a strong signal or switch to wifi before you start a new chat.

When you speak to another adviser you won’t need to repeat what you’ve already said, if you can give them the reference number for your previous chat. You should be able to find it at the start of the chat if it’s still showing on your screen.

Other ways to get advice

You can contact your nearest Citizens Advice or call our Adviceline.

Adviceline
Telephone - England: 03444 111 444
Telephone - Wales: 03444 77 20 20
Text relay: 03444 111 445

Calls usually cost up to 55p a minute from mobiles and up to 9p a minute from landlines. It should be free if you have a contract that includes calls to landlines - check with your supplier if you're not sure.

If you haven’t had a reply to your email after 4 days

Check your spam or junk folder if you’re expecting a reply but it hasn’t arrived yet. If it’s not there you should follow our complaints procedure. You’ll need to provide the reference number you were given, which will begin with ‘OLEN’.

Complain about webchat

Please follow our complaints procedure if you want to make a complaint about the webchat service.