Troubleshooting & FAQs
Contact support
How to reach us, what to include, and what to expect.
What it is
The escalation path when the documentation does not answer it.
When to use it
When something is broken, when money is involved, or when you have tried twice and it still does not work. Do not spend an hour on it first.
Who can use it
Anyone.
Where to find it
Step by step
Open Contact us.
Say what you were trying to do, what happened instead, and what you have already tried.
Include the reference of anything involved — an order number, a quote number, or the event name.
Include roughly when it happened, if it was a one-off.
Send it, and watch the email address on your account for the reply.
What you should end up with
Never send us credentials
On a Concierge event, use the workspace instead
Common mistakes
- Sending "it does not work" with no reference. The first reply then has to ask what "it" is, which costs a day.
- Reporting a payment problem without the date and amount.
Related guides
- Use the Concierge WorkspaceWhere you talk to your concierge team, request deliverables, and see what is in flight.
- A payment failed or was declinedWhat a decline means, whether you were charged, and what to try next.
- I cannot find a feature, or it says upgradeThe three reasons something described here is not on your screen.
Still stuck? Tell us what you were trying to do and what happened instead.