# 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.

Source: https://www.revquix.com/docs/support/getting-help
Last verified: 2026-09-04

---

[Help & Support](https://www.revquix.com/dashboard/help) 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.

> **Note** - It offers routes before it offers a form, deliberately
>
> Most questions have an answer on a page the person has not found yet. A form at the top of the page
> collects a ticket for that question; the same question asked _after_ six routes have been offered is
> usually a real one, and gets a better answer faster because it is not competing with the easy ones.
>
> If you already know the shortcuts are not it, scroll past them. Nothing is gated.

## 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](https://www.revquix.com/docs/mentorship/when-a-session-goes-wrong)
   instead.

2. **A refund that has been issued but has not landed is usually your bank.** Check [refunds](https://www.revquix.com/docs/payments/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](https://www.revquix.com/docs/payments/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.

## Related

- [Raising a ticket](https://www.revquix.com/docs/support/raising-a-ticket) - When you do need us.

- [When a session goes wrong](https://www.revquix.com/docs/mentorship/when-a-session-goes-wrong) - The dispute route.

- [Refunds](https://www.revquix.com/docs/payments/refunds) - The other common one.