Getting support

Every page in this help centre ends with an Email support button. That is the way in, and a person answers it.

Reaching a human

Scroll to the bottom of this page and use the Email support button. It opens a message in whatever mail app you already use. There is no ticket portal to register for, no chatbot in the way, and no phone tree.

If your counter is blocked right now, with a customer standing there waiting, say so in the first line rather than at the end of the message.

What to include so the first reply is useful

Five details turn a four-message back-and-forth into one answer:

• Which business — the name as it appears in your dashboard. Plenty of people run more than one.
• Which program — the balance a customer is asking about belongs to a specific program, not to your business as a whole.
• The customer's email address, if the question is about one person. That is how we find them in the ledger.
• What you expected and what actually happened, in that order. "She should have 60 points and her row shows 0" tells us more than "the points are broken".
• Roughly when — the day, and morning or afternoon, is plenty. We can find the rest.

Bean & Brew, Coffee Rewards program. maria@example.com spent 12 on Saturday morning and should have earned 60 points at our rate of 5 per 1, but her row on the Customers page still shows 0.

That message gets a real answer the first time. The one that just says "points missing" costs you an extra round trip.

What we do for you by hand

Some things are done by asking us rather than by clicking a screen. That is simply where the product is today, and none of it is a favour:

• Set or change your plan. Billing is handled by hand, so there is no upgrade button. See changing your plan.
• Add a team member. There is no invite screen yet. Tell us their email and whether they need owner access or just the scanner preset for confirming redemptions.
• Set an expiry policy on a program. Expiry appears on the program page, but you tell us what it should be.
• Set up an organization. Grouping several businesses, and issuing a business passport across them, is something we configure with you.
• Get you a copy of your data. There is no export button today. Tell us what you need and in what shape.

What to expect when you write

Write to us and we will get back to you. Put the five details above in the first message and most questions get answered in one reply instead of four.

Keep it on one thread. If something is still not right, reply to the message you already sent rather than starting a new one, so the history stays together and nobody has to ask you twice for the customer's email.

Meanwhile, keep serving customers. Award points by hand from Customers and confirm redemptions exactly as you would on any other day. If you give somebody the benefit of the doubt at the counter, that decision stands and we work around it.

Before you write, it is worth a look at frequently asked questions and, if this is about a balance, a customer can't find their points.