How to contact support

If you need help with Referr, we're here for you. This article explains all the ways to get support.

Getting Help

Support Options

Method	Best For	Response Time
Help Center	Self-service answers	Instant
In-app Support	Account-specific issues	24-48 hours
Email	Detailed questions	24-48 hours

Method 1: Help Center (Self-Service)

Find Answers Instantly

Many questions are answered in our Help Center:

Go to Support in the navigation
Browse categories
Search for your topic
Read relevant articles

Common Topics Covered

Getting started guides
Buying and selling leads
Payment and billing
Account settings
Troubleshooting

Tip: Use search with keywords for fastest results.

Method 2: In-App Support

Submit a Support Request

For issues specific to your account:

Click your Profile Icon
Select Support or Help > Click Chat to Support
Choose a category
Describe your issue
Submit your request

What to Include

Be specific:

What you were trying to do
What happened instead
Any error messages
Steps to reproduce

Helpful additions:

Screenshots
Lead or transaction IDs
Dates and times
Browser/device info

Method 3: Email Support

Contact by Email

Email us directly at: hello@support.referr.co.uk

Email Tips

Subject line: Be descriptive

❌ "Help needed"
✅ "Payment failed when purchasing lead - error code 402"

Include:

Your account email
Description of issue
Relevant IDs (lead, transaction, etc.)
Screenshots if applicable

Choosing the Right Category

When Submitting a Request

Select the category that best matches:

Category	When to Use
Account Issues	Login, profile, settings
Payments & Billing	Charges, refunds, payouts
Lead Questions	Submission, purchase, rejection
Technical Problems	Bugs, errors, not working
Feature Requests	Suggestions, improvements
Other	Anything else

Choosing correctly helps route to the right team.

Response Times

Priority	Typical Response
Critical (payment issues)	Within 24 hours
Standard	24-48 hours
Feature requests	Reviewed periodically

Business days, not including weekends/holidays

Urgent Issues

Payment Emergencies

If you have a critical payment issue:

Incorrect charge
Double billing
Funds not received

Mark as Urgent when submitting or include "URGENT" in your email subject.

Security Concerns

For security issues:

Unauthorized access
Suspicious activity
Account compromise

Contact immediately and include "SECURITY" in subject.

Tips for Faster Resolution

Be Specific

Instead of:

"My leads aren't working"

Try:

"When I submit a lead to request #12345, I get error 'duplicate detected' but this lead hasn't been submitted before. Lead details: John Smith, (555) 123-4567"

Include Screenshots

A picture helps us see:

Exact error messages
Where the issue occurs
What you're experiencing

Check Spam

Our replies might end up in spam:

Check junk folder
Mark as not spam
Add us to contacts

Feedback

Sharing Your Experience

After resolution:

You may receive a satisfaction survey
Your feedback helps us improve
Honest responses appreciated

Feature Suggestions

Have ideas for Referr?

Submit via Support
Select "Feature Request"
Be specific about the need

We review all suggestions for future updates.

Self-Help Resources

Before contacting support, check:

Help Articles

Browse our knowledge base categories:

Getting Started
Buying Leads
Selling Leads
Payments & Billing
Account Settings
Troubleshooting

FAQ

Common questions answered:

Community Guidelines

When contacting support:

✅ Do:

Be respectful and patient
Provide clear information
Follow up politely

❌ Don't:

Use abusive language
Submit multiple identical requests
Share sensitive data publicly

Frequently Asked Questions

What's the fastest way to get help?

For quick answers, search the Help Center first. For account-specific issues, use in-app support with detailed information.

Can I call customer support?

Currently we offer email and in-app support. This allows us to investigate thoroughly and provide accurate responses.

How do I check my ticket status?

You'll receive email updates. You can also reply to your confirmation email to ask for status.

Can I request a specific support agent?

Tickets are routed to the best available team member. You can reference previous ticket numbers for context.

Is support available on weekends?

We monitor critical issues on weekends but response times may be longer. Standard support is Monday-Friday.

Summary

Need help? Here's what to do:

Quick questions: Search Help Center
Account issues: In-app support
Detailed issues: Email with specifics
Urgent matters: Mark as urgent

We're here to help you succeed on Referr!