Cleo App Customer Service — Live Chat: Complete Professional Guide

Overview of Cleo’s live chat support

Cleo (website: https://meetcleo.com) is a fintech personal-finance assistant first launched in 2016. The company focuses on in-app conversational support and automation rather than traditional phone lines; as a result, the primary route for fast customer-service resolution is the in-app live chat or the support email ([email protected]). Cleo operates internationally with the largest user bases in the UK and the US, and it emphasizes automated triage plus human escalation for transaction problems, security questions, and subscription issues.

From an operational perspective, Cleo’s live-chat channel is structured in two tiers: (1) an automated chatbot that handles 70–80% of routine queries (balance checks, subscription status, FAQs), and (2) human agents who take over for account access, charge disputes, or KYC issues. For most fintechs of Cleo’s scale, expect the bot to provide immediate responses and human takeover to occur within a window—commonly 30–180 minutes during business hours—though exact SLAs vary by region and load.

How to access live chat (step-by-step)

Open the Cleo app (iOS or Android), tap the profile or help icon in the lower-right corner, then select “Help,” followed by “Contact Support” or “Live Chat.” If you’re using the web or need documentation first, go to the help centre at https://meetcleo.com/help for articles and a contact link. If the app prompts you to choose a topic, pick the category that most closely matches your issue — this routes you to the correct queue and reduces transfer time.

If live-chat is not immediately available, use the “Email Support” option inside the app or send a message to [email protected] from the email address registered to your account. Note: Cleo generally does not provide consumer phone support; this is standard for many app-first fintechs. Always include your registered email and device information in the initial message to speed verification.

Essential information to provide (speeds resolution)

• Account identifier: registered email address and last 4 digits of the linked card (e.g., 4242). Example: “Email: [email protected] — Card last4: 4242”.
• Transaction specifics: exact amount, date/time (use ISO-style: 2024-05-12 14:23 UTC), merchant name as shown in-app, and transaction ID if present. Example: “-£12.50 on 2024-05-12 07:45 local — Merchant: TRANSPORT FOR LONDON — TxnID: TXN-123456789”.
• App and device details: app version (found in Settings → About), OS and version (iOS 17.3 or Android 13), and a screenshot showing the error or transaction listing. These reduce back-and-forth and cut average resolution time by up to 40% in practice.

Including the items above on first contact is critical. Human agents will still follow KYC and anti-fraud steps: they will ask for confirmation of identity using non-sensitive data (billing postcode, date of birth) and will never ask for full card numbers, CVV, or PIN via chat. If a document-based verification is required, expect a secure link for ID upload (passport or driver’s license) and not an attachment via chat.

Common issues, troubleshooting checklist, and expected outcomes

• Missing or incorrect transaction: verify merchant name and bank statement timestamp, then submit a dispute request within the chat with the details from the “Essential information” list. Typical investigation window: 5–21 business days depending on bank cooperation.
• Login or access problems: clear app cache, reinstall, confirm email is verified. If multi-factor authentication (MFA) is failing, request a time-stamped MFA reset via the agent; expect resolution within 24–72 hours.
• Subscription and billing queries (Cleo+): include subscription ID and billing receipt. Cleo+ pricing historically sits in the range of £4.99–£6.99/month or promotional annually priced offers; verify the billed currency and date to request pro-rata refunds.

When agents escalate to a bank or payments partner, you’ll be given a reference number. Store that reference and follow up in-chat if you don’t receive status updates within the promised window. If an issue is time-sensitive (fraudulent charge, stolen device), flag it as “urgent” in your initial message — fintechs prioritize fraud concerns and frequently lock or suspend account links within minutes once confirmed.

Security, privacy, and what Cleo will (and will not) ask for

Security-first guidance: never provide full card numbers, CVV, PINs, passwords, or your national insurance/SSN via chat. Legitimate support will ask for last 4 digits only and for verification questions that confirm identity without exposing sensitive data. If a support flow asks for full card numbers or PINs, treat it as a red flag and terminate the session.

Cleo will store chat transcripts and metadata for account-security and compliance — retention periods vary, but expect at least 6–12 months for dispute cases. If you need data deletion or a GDPR/CCPA request, ask for a Data Subject Access Request (DSAR) via the in-app settings or the support email. Always request a ticket/ID for any data or deletion request so you can follow up if necessary.

Escalation, complaints and regulatory options

If you’re unsatisfied with the outcome after exhausting in-app escalation (manager review or senior specialist), there are formal complaint routes. UK customers can escalate to the Financial Ombudsman Service: address Exchange Tower, London E14 9SR; phone 0800 023 4567; website https://www.financial-ombudsman.org.uk. For US customers, file a complaint with the Consumer Financial Protection Bureau (CFPB) at https://www.consumerfinance.gov or by phone at 1-855-411-2372.

Document every step: timestamps of chat sessions, agent names, reference numbers, and copies of receipts or screenshots. A well-documented escalation increases the likelihood of a favorable and faster resolution from regulators or chargeback departments, and regulators typically request evidence covering the 60–120 day window around the disputed event.

How to reach Cleo?

Cleo primarily uses an in-app chat for customer support. You can access it by opening the app and typing “contact support” to be connected with their team. They do not offer a public customer service phone number.

What is Cleo support?

Cleo is the only global, end-to-end support for parents and caregivers at all ages and stages of life. Our proactive, relationship-based model addresses all dimensions of family health and wellness from the early stages of family forming through parenting and caregiving for adult loved ones.

How do I get on LiveChat?

You can log in to LiveChat using your browser. The address to the app is: accounts.livechat.com. Bookmark it or even set it up as your homepage so you always have LiveChat at hand.

Is live chat customer service?

Live chat support is a way for customers to get help through instant messaging platforms. It happens on a 1:1 level, often via a company’s website. Live chat can take a few forms. For example, it can be a proactive chat pop-up— think of a chat box appearing on your screen and asking if you need help.

How to customer support chat?

Key practices include greeting every customer, using their name when possible, responding quickly, showing empathy, avoiding jargon, and making sure the issue is resolved before ending the chat. Keeping a positive tone throughout also helps build trust.

Is chat support a customer service?

Chat support is a type of customer service where customers can communicate with customer service representatives through text-based messaging. This allows customers to get help with their questions or issues without having to make a phone call.