We’re sorry to hear that you’re having trouble joining the re:sleep community group! There could be a few reasons why your request hasn’t been accepted yet, and we’re here to help resolve it.
The first step which can help to work out where the issue may lie is to check your notifications on Facebook. To do this, click the bell icon at the top right-hand side of your screen. If your request to join the group has been declined, there should be a notification here stating this. Click this notification to view admin feedback to understand why you may have been declined.
1. Processing Time:
- We aim to process all community group requests within 24 hours, Monday to Friday. If it has been less than 24 hours since you requested to join, or your request was entered just before the weekend or a national holiday, please allow a little more time. If it has been over 24-hours but your request still says "pending", then we may have a higher volume of people wanting to join the community at the moment which is causing a slight delay in the process - we're very sorry for any inconvenience this may cause.
2. Incorrect Group:
- Double check below that the group you have requested to join is the right one for where you are on the program. We have two separate groups to ensure the discussion is relevant to what you have learnt at the stage of the program you are at!
Weeks 1-3 of the main re:sleep program = "Welcome to re:sleep" community group.
Week 4 onwards of the main program = "Re:sleep together" community group.
For the Maintain Program = "Re:sleep maintain" community group.
2. Incorrect Details:
- Make sure that the full name and email address you provided when requesting to join match the name and email linked to your re:sleep account. Don't worry if your Facebook profile has a different name or email, the group moderators will look for the name and email you provide when you request to join to verify your identity.
- Your request to join may also be declined if you do not tick the box agreeing to the group rules. We apologise for any frustration this causes, it's just to ensure the safety and privacy of all of our members.
What to Do:
- If your request has been declined and it is the correct group for where you are on the program, we recommend joining again! Try rejoining using the name and email associated with your re:sleep order, and please tick the box agreeing to the group rules.
- If your request still hasn’t been accepted after 24 hours or you think there might be an issue with your details, please speak with our re:sleep chatbot for further help. We’ll ensure you get access to the community group as soon as possible.
We appreciate your patience and look forward to welcoming you into the community group!