Get help from your agency

Your agency is your support team: they set up your account, choose your plan and can look inside your account to fix things. For how-to questions, the assistant in the app usually answers faster. For anything about your account, your plan or your bill, ask your agency.

Before you start

• Your agency's support email. It is at the bottom of the sign-in page and in your welcome email.

Steps

For a how-to question

1. Press Ask AI at the top of any page, or press Ctrl+K (Cmd+K on a Mac).
2. Ask in plain words, for example "How do I put a booking calendar on my site?". The answer links to the page where it is done.
3. If the assistant does not know, it says so and suggests emailing your agency's support address.

For a problem with your account

4. Find your agency's support email at the bottom of your sign-in page. If there is a Help link there too, it goes to your agency's own help pages.
5. Write to them with: - the page you were on (copy the address from the address bar), - what you did, and what you expected to happen, - the exact message you saw, word for word, - a screenshot, if you can.
6. For billing, include the plan name from Settings › Billing & wallet and, if it is about a charge, the line from Transactions.

What happens next

Your agency can open your account and look at the problem directly, without asking for your password. Settings they control, such as your plan, your AI allowance or whether you can cancel yourself, can only be changed by them.

Troubleshooting

I cannot find my agency's support email. Look at the bottom of the sign-in page at your agency's address, or in your welcome email or invitation. If none show it, reply to any email your agency has sent you.

The assistant says AI is switched off. Your agency controls that. Ask them to switch it on. See Features not on your plan, and accounts on hold.

I am locked out and cannot reach the sign-in page. Check you are using your agency's address. If you forgot your password, use Forgot your password? on that page. If you see a hold screen, it says what to do.

My agency asks for my password. They never need it: they can open your account from their side. Do not share it.

Related

• Sign in at your agency's address
• Features not on your plan, and accounts on hold
• Your plan and billing through your agency
• Ask the assistant a question or give it a job