Live Chat Support
The fastest way to get support is through our Live Chat feature in the app. Our friendly team is online and ready to assist you in real time.
🟢 Live Chat Hours: Monday to Sunday | 7 AM to 9 PM (GMT)
How to access Live Chat:
Open the Beryl app and go to the map view
Tap the Live Chat button in the top-right corner
Select Send us a message
Choose the option related to your issue or complaint
One of our team members will be with you shortly and can confirm next steps.
Email Complaints
If you’d prefer to submit your complaint in writing, you can email us directly.
📧 Email: support@beryl.cc
🕒 Email Support Hours: Monday to Sunday | 7 AM to 9 PM (GMT)
We aim to acknowledge complaints promptly and provide a full response once our review is complete.
Please include the following in your email:
The email address linked to your Beryl account
The mobile number linked to your Beryl account
A clear description of what happened
Dates, times, or journey numbers where relevant
Providing as much detail as possible helps us investigate more efficiently.
What Happens Next
Once your complaint is received:
We’ll acknowledge it and log it for review
A member of our team will investigate the details
You’ll receive a response explaining the outcome and any actions taken
Some complaints may require additional checks, and we’ll keep you informed if this is the case. We aim to respond within 7 days of receiving the complaint.
We’re Here to Help
Our goal is to resolve issues fairly and transparently. No matter how you contact us, our Customer Service Team is committed to listening to your concerns and improving your experience with Beryl 💚
If you need support at any point, please don’t hesitate to get in touch.