Contact support
Ask the FOM team for help from the web or the app, add screenshots, and follow our replies in one place.
Everyone in your shop can ask us for help. Your question becomes a ticket: we reply in it, you get a notice when we do, and you can answer back in the same place.
Open a ticket
On the web, click Help & support in the sidebar, then New ticket. In the app, open More → Settings → Help & Guides → Contact support and tap New ticket.
Write a short Subject. While you type, help pages that may already answer your question appear. Open one to check it first.
Choose a Topic, such as Orders, Chats and inbox or Something is broken.
Under What happened?, say what you were doing, what you expected and what you saw instead.
Add up to 3 screenshots of what you see. They help us find the cause quickly. Then click Send ticket.
Screenshots stay private: only people in your shop who can see the ticket, and the FOM team, can open them.
Follow the replies
Your tickets are sorted into three tabs:
| Tab | What's in it |
|---|---|
| Open | Tickets we're looking at. |
| Waiting for you | We replied and need your answer. |
| Closed | Tickets that are resolved or closed. |
When we reply, the person who opened the ticket gets a notice, a push on the phone and an email. If someone else opened it, the shop Owner gets them too. Tap the notice to open the ticket. The page updates by itself, so you see our reply without refreshing.
To answer, write in the reply box at the bottom of the ticket, add screenshots if they help, and send. A ticket waiting for you goes back to Open.
Who sees which tickets
- Owner and Manager see every ticket in the shop. Switch on Only mine to see just the ones you opened.
- Everyone else sees only the tickets they opened.
Close or reopen a ticket
- Click Close ticket when your problem is solved. You can Reopen it within 14 days if it comes back.
- If we're waiting for your reply and there's none for 7 days, the ticket is marked resolved. Reply within 14 days and it opens again.
- After 14 days, open a new ticket and mention the old ticket number, such as TCK-0042.
Without an account
You can also write to us from the Contact page. We email you a private link to your message, where you can read our reply and answer us. Each email from us has a new link and older links stop working, so always use the latest email. Don't share the link: anyone who has it can read the conversation.
Use the ticket, not email
Please don't reply to our emails directly. Open the ticket or the link in the email to answer us.