A few things to check first:
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Check your spam or junk folder — our replies occasionally end up there, especially for first-time contacts
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Check you emailed the right address — support@etrnl.com.au is the correct address
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Allow 1–2 business days — we don't operate on weekends or public holidays, so if you emailed Friday afternoon, you may not hear back until Monday or Tuesday
If it's been more than 2 business days and nothing in spam, send a follow-up email to support@etrnl.com.au referencing your original message and we'll prioritise getting back to you.