Getting help

Where to start when something is wrong, the three problems that are not support tickets, and why the page offers you routes before it offers you a form.

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Help & Support is the door for people who are already signed in. It searches these docs, offers the pages that answer the common problems, and - if none of that helps - puts you through to us.

Three things that are not support tickets#

This is the part worth reading before you write anything, because sending them to support costs you time and, in one case, a deadline.

  1. A session that did not happen as agreed is a dispute. A dispute can move money; a support ticket cannot. It also has a 14-day window that a support conversation does not pause. Go to when a session goes wrong instead.

  2. A refund that has been issued but has not landed is usually your bank. Check refunds first - it explains the gap between the two, and when it genuinely is worth writing in.

  3. A payment that seemed to fail may not have failed. When a payment fails covers the cases in order; a minute there often ends the problem.

Getting help about a specific thing#

Some screens carry their own help link - a payment's detail page, for instance. Using it attaches that payment to the ticket, so you do not have to find and paste a reference and we do not have to ask for one.

That is always the faster route when the problem is about one identifiable thing.

What support can actually do#

  • Explain what happened on your account, and correct it where we got it wrong.
  • Fix things that are broken.
  • Take a feature request seriously enough to record it.

What it cannot do is override a published rule - a cancellation ladder, a dispute outcome, a review somebody left. Those have their own routes, and asking support to overturn one adds a day before somebody says so.

Reporting abuse#

Genuinely abusive behaviour - in a session, in a message thread, in a comment - is an account matter rather than a support preference. Raise it, name what happened and where, and it is handled as conduct rather than as a ticket in the queue.

Raising a ticket

When you do need us.

When a session goes wrong

The dispute route.

Refunds

The other common one.

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