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Getting help

Support lives in one place: Account settings → Support. You open a ticket there, and the whole conversation stays on that page.

If you would rather write from your own mail app, email support@famlo.co. It reaches the same team. That is the only support address — there is no separate billing or privacy address.

Open a ticket​

The form is already on the Support page, under How can we help?. There is no button to press first.

  1. Open Account settings → Support.
  2. Choose the category that fits best.
  3. Add a subject — a short summary, up to 200 characters.
  4. Write the detail in the message box.
  5. Select Open ticket.

Famlo confirms your ticket and says "We'll be in touch soon." No response time is promised, so treat that as the whole commitment.

Categories​

CategoryUse it for
AccountSigning in, your email address, your family profile
Billing & paymentsCharges, cards, and payments that did not work
Technical issueSomething on the site behaving the wrong way
Refund requestMoney back on a booking or a membership
Getting startedSetting up, finding activities, joining an organization
Something elseAnything the other five do not cover

The category only routes your ticket. Pick the closest one and put the real detail in your message.

Following a ticket​

Your tickets stay listed on the Support page. Each row shows the category and when the ticket was last updated. Open a row to read the thread and reply.

StatusWhat it means
OpenYour ticket is in and nobody has replied yet
Awaiting your replySupport has answered and needs something from you
Awaiting supportYou have replied and it is back with support
ResolvedThe problem has been settled
ClosedThe ticket is finished

There are no ticket numbers. If you need to point back to an earlier ticket, name it by its subject.

note

A closed ticket is not a dead end. Open it and reply, and it comes back to life. The page tells you so: "This ticket is closed. Replying will reopen it."

Writing a report that gets answered quickly​

Most slow tickets are slow because the first message left something out. A good first message usually answers all of these:

  • What you expected, and what happened instead. Both halves. "It did not work" gives support nothing to look for.
  • Where. Name the organization, the activity, and the date.
  • The exact words on screen. Copy any message you were shown, verbatim.
  • When it happened, and whether it happens every time.
  • What you were using — phone or computer, and which browser.

One problem per ticket. Two problems in one thread means the second one waits for the first.

If your ticket is about money, say what you were charged and when. If it is about a refund, say which booking or membership it belongs to.

Troubleshooting​

I cannot find a button to start a ticket. There is not one. The form itself sits on the Support page under How can we help? — scroll to it, fill it in, and select Open ticket.

My subject will not fit. The subject is capped at 200 characters. It is only a headline; the message box below it is where the detail goes.

I do not know which category to choose. Choose the nearest, or Something else. It changes how your ticket is routed, not what you are allowed to write.

My ticket is closed and the problem came back. Open it and reply. Replying reopens it, so you keep the earlier thread instead of starting over.

I cannot sign in, so I cannot reach the form. Email support@famlo.co directly, and see How Do I Recover My Account?.