Help

What do you need to sort out?

Each of these goes straight to the thing that does it. There is no queue and no ticket number.

A session

Everything about a booking lives on your sessions page, before and after it happens.

Something went wrong in a session
Report a problem from the session on your sessions page. Your payment is frozen while a person looks at what happened. The outcome is a refund to you or a release to the professional.
Go to your sessionsNeeds an account
I need to cancel
Cancel from the booking itself. More than a day before the start, you get a full refund. Closer than that, you do not. The page tells you which it is before you confirm.
Go to your sessionsNeeds an account
They did not turn up
Wait ten minutes from the start. If the professional never joins, it counts as a no-show on its own and you are refunded. If that did not happen, report a problem on the same booking.
Go to your sessionsNeeds an account
My camera or microphone is not working
Run the check before the session rather than during it. It tests your camera, microphone and connection in the same browser you will use.
Run the session check
I need to move a session
Propose up to three new times from the booking. The other side picks one or says no. No extra charge either way.
Go to your sessionsNeeds an account

One of these has a clock on it. Report a problem within 72 hours of the session ending. After that the money has gone to the professional and cannot be pulled back.

Somebody on the platform

Reports go to a moderator. The person reported is never told who reported them.

Report a person
Report someone from the session you shared, from their profile, or from your chat with them. All three go to the same moderator.
Go to your sessionsNeeds an account
Report a review
Open the professional's profile, find the review, and report it there. Reviews are removed for conduct, not for being unflattering.
Find a profile
Block somebody
Blocking is immediate and one-sided. They are not told, and they can no longer message you or book you.
Go to your messagesNeeds an account

Your account and your data

You can take everything with you, and you can take it all down.

Get a copy of my data
Ask for an export and we put everything we hold about you in one file: profile, bookings, messages, reviews.
Go to privacy settingsNeeds an account
Delete my account
Closing your account starts a grace period. During it you can still get the account back. After it, the data is anonymised for good. Export first if you want anything from it.
Go to privacy settingsNeeds an account
Too many emails
Turn off any kind of notification, per channel. A few about money and safety stay on, because you need them.
Go to settingsNeeds an account
Change my language or timezone
Your language changes the whole interface and the translations you are shown. Your timezone changes every time on the site, including the slots you are offered.
Go to settingsNeeds an account

Still stuck?

If none of the above solves it, write to us and a person will read it.

Send us a message

Still reading?

A session

Everything about a booking lives on your sessions page, before and after it happens.

Something went wrong in a session

Report a problem from the session on your sessions page. Your payment is frozen while a person looks at what happened. The outcome is a refund to you or a release to the professional.

Go to your sessionsNeeds an account

I need to cancel

Cancel from the booking itself. More than a day before the start, you get a full refund. Closer than that, you do not. The page tells you which it is before you confirm.

Go to your sessionsNeeds an account

They did not turn up

Wait ten minutes from the start. If the professional never joins, it counts as a no-show on its own and you are refunded. If that did not happen, report a problem on the same booking.

Go to your sessionsNeeds an account

My camera or microphone is not working

Run the check before the session rather than during it. It tests your camera, microphone and connection in the same browser you will use.

Run the session check

I need to move a session

Propose up to three new times from the booking. The other side picks one or says no. No extra charge either way.

Go to your sessionsNeeds an account

One of these has a clock on it. Report a problem within 72 hours of the session ending. After that the money has gone to the professional and cannot be pulled back.

Somebody on the platform

Reports go to a moderator. The person reported is never told who reported them.

Report a person

Report someone from the session you shared, from their profile, or from your chat with them. All three go to the same moderator.

Go to your sessionsNeeds an account

Report a review

Open the professional's profile, find the review, and report it there. Reviews are removed for conduct, not for being unflattering.

Find a profile

Block somebody

Blocking is immediate and one-sided. They are not told, and they can no longer message you or book you.

Go to your messagesNeeds an account

Your account and your data

You can take everything with you, and you can take it all down.

Get a copy of my data

Ask for an export and we put everything we hold about you in one file: profile, bookings, messages, reviews.

Go to privacy settingsNeeds an account

Delete my account

Closing your account starts a grace period. During it you can still get the account back. After it, the data is anonymised for good. Export first if you want anything from it.

Go to privacy settingsNeeds an account

Too many emails

Turn off any kind of notification, per channel. A few about money and safety stay on, because you need them.

Go to settingsNeeds an account

Change my language or timezone

Your language changes the whole interface and the translations you are shown. Your timezone changes every time on the site, including the slots you are offered.

Go to settingsNeeds an account