4. Email Help: Optimal Approaches for Canadian Users
When to Opt for Email Rather Than Live Chat
Email represents the preferred option once your situation includes files that exceed the chat window’s upload capabilities or when you want a detailed, written explanation that you can refer back to later. For example, if you are sending a proof of address document, a bank statement displaying a failed deposit, or a notarized identification form, adding these as PDFs or JPEGs directly in an email maintains everything in one thread. Additionally, if your query spans multiple topics—such as a bonus dispute along with a missing loyalty tier upgrade—email allows you to organize the request with bullet points and headings, rendering it simpler for the agent to route different parts to the correct internal department. We also recommend email when you are getting in touch during off‑peak hours and do not need an immediate answer, because you can compose a thorough message once and let the team handle it when they return.