If you have questions, need help or encounter a problem or issue with our platform or apps, simply get in touch with our dedicated support team.
Our team is manned by staff in GMT+10 and GMT+2 time zones, which means we can answer even while you sleep :)
All support is provided online through our helpdesk service and, when required, we will schedule web screen shares with you.
To raise a ticket, simply click on the "Need Help?" widget when available on our secure website or by emailing our support team.
This ensures that your issue is tracked to resolution, and it will not get lost in someone's email box.
We ask that you do not email issues to our staff directly, since you'll likely get a slower response and your issue is not visible to our team.
We provide support during business hours of the timezones above, and our support is on a "best effort" basis (our best efforts tend to be pretty good though!).
Our aim is to get back to you within 1 business day, but this can be quicker or slower depending on when you raise the ticket and the number of support tickets we have in progress at the time.
The best practice for getting timely support from us is to:
- Ask the question or report
the issue as soon as you know about it - the more business hours
our team has to look an issue, the sooner we can get you a response.
Don't "bang your head against a brick wall" for hours first, just get in touch and ask your question - chances are we will be able to answer it fast!
- If you're making changes to an established app, roll out your new designs / app changes early in the week - this gives everyone more runway in terms of business days to resolve issues if they occur.
We find that Tuesdays are the best day of the week for making changes, since it avoids the usual business of a Monday while leaving 3 business days to get an issue resolved.