Contact support
How to reach the Rental team, what to include, and what response times to expect.
Support is built into the app, attached to the exact booking or listing you're writing about — that context is what makes answers fast.
How to reach us
Dashboard → Help → Contact support. Pick the booking or listing the question is about (or "General"), write the message, and attach photos if relevant. Email works too: support@rental.example, answered by the same team in the same queue.
What to include
The difference between a one-reply fix and a week of back-and-forth is usually the first message:
- The booking or listing link (automatic if you start from it)
- What you expected, and what happened instead
- Any error text, exactly as shown
- Photos, for anything visible — damage, listing issues, payment screens
Response times
| Priority | Examples | First reply |
|---|---|---|
| Standard | How-to questions, settings, billing | Under 24 hours |
| High | Booking at risk in the next 48 hours | Under 4 hours |
| Urgent | Safety, active rental emergency | Under 1 hour |
Booking issues during an active rental are always treated as urgent — say so in the first line.
Disputes vs. support questions
Refund and damage disputes have their own flow from the booking page (see Cancellations and refunds) with photo evidence and a defined review window. General support can't override a dispute decision, but can explain exactly how one was reached.
Note: Rental support will never ask for your password, a card number by email, or payment outside the platform. If a message claiming to be from support does, report it — it's not us.