Raising a ticket
The six categories, what makes a message answerable in one reply instead of four, the length limits, and what attaching a file is for.
The form is at the foot of Help & Support. It asks for four things, and one of them decides how good the answer is.
Pick a category#
| Category | What belongs in it |
|---|---|
| Something isn't working | A page, a tool or a feature that errors, hangs or shows the wrong thing. |
| Payments & refunds | A charge you don't recognise, a refund that hasn't landed, an invoice you need. |
| Sessions & mentors | Booking, joining, rescheduling or anything that happened in a session. |
| Feedback or an idea | Something that could be better, or something you wish existed. |
| Account & profile | Your username, visibility, notifications or account settings. |
| Something else | Anything the options above don't cover. |
The category routes your ticket, so a wrong one costs a hop. "Something else" is a real option and better than forcing a fit.
Write a subject that says the problem#
Up to 200 characters. "Refund not received for booking on 2 September" is answerable; "Help" is not.
The message#
Between 20 and 5,000 characters. The floor exists because "it doesn't work" cannot be answered without a round trip that costs you a day.
Four things turn a ticket into a one-reply ticket:
- What you were trying to do.
- What happened instead - the exact message if there was one.
- When, roughly, and where - the page or the tool.
- Any reference you already have - a payment reference, a booking, an order. These identify the thing exactly, and pasting one is the single biggest thing you can do to get a straight answer.
Screenshots help most for anything visual. Attach the file rather than describing what it showed.
Attaching files#
The form takes attachments. Use them for screenshots, an error message too long to paste, or a document the problem is about.
After you submit#
You get a reference. Keep it - it is how the ticket is found later, and what tracking a ticket is built around.
Related#
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