1. How to reach us
Email [email protected], or open Help & support in the app and tap Email support — that route fills in most of the detail below for you.
In several places the app offers a Get help button directly on the thing that went wrong. Use it where you see it: it attaches the booking automatically, which is the single biggest thing that speeds up a reply.
2. How quickly we reply
Within 1 business day. Disputes over money follow their own track and are typically resolved within 2 business days, because a person reads the whole booking before deciding.
We do not staff nights or weekends. If you write on Saturday, you are in the queue for Monday.
3. What to include
The more of this you send first time, the fewer round trips it takes:
- The booking code — see below. This is the fastest way for us to find you.
- What you expected to happen, and what happened instead.
- The account email you use to sign in, if you are writing from a different address.
- A screenshot, if the app said something you did not expect.
4. Quote your booking code
Every booking has a short 8-character code, shown on the booking and on its row in Transactions. It looks like 3F2A9C1B.
That code is what we search on. Sending it means we open your booking while reading your first sentence, instead of writing back to ask which one you mean.
5. What support can and cannot do
We can look into held money, unwind a booking where something clearly went wrong, clear a payout hold, and explain any decision the app has made.
We cannot reverse money that has already been paid out to a provider, decide a dispute in advance of reviewing it, or act on a booking on someone else's behalf without them.
If you cannot sign in at all, email us — that reaches us whether or not you can open the app.
6. Before you write
A lot of the common questions already have an answer here, and reading one is faster than waiting a day: