unplan.me
Knowledge · When you need help

Help and reports

Where it is in the app. Us tab → Help and reports.

A person on our team reads every message, not a bot, and answers here in the app: you see your messages with our answers. We email you when an answer is in (the email only says it is there) and, when it is sorted, a short summary for your records: what it was about, what we did and our answers.

You can also ask your concierge: it answers from this guide, tells you where your messages stand (in your own Just me chat), and, when you say yes, passes something to the team for you. It is the same request, answered by the same people. We sort things out in the app, not by email: if you write to your city’s own email address from the address you signed up with, the reply is a link to your concierge in the app.

Writing to us

Tap Write to us and pick what it is about:

  • Something went wrong on a date: a venue was closed, a table was not held, a stop did not fit your rules.
  • A charge or a refund: a payment looks wrong, or a plan could not go ahead.
  • I don’t feel safe: something happened that worries you. If you are in danger right now, call your local emergency number first.
  • A question: anything else.

Then a few words and your message, and Send. You get an email straight away with your reference (like #1042) and when we answer: within 4 hours for a safety report, within a day for a refund, within 3 days for anything else.

For Something went wrong on a date or A charge or a refund, turn on It’s about No. … (this week’s plan, by its number), so we can see which one you mean.

You can send up to 5 requests a day.

Reports about your partner

A report that you do not feel safe can be about your partner. Pick I don’t feel safe, then turn on This is about with your partner’s name. Your partner never sees it, is never told you made one, and it is not in their data download. We answer only you.

What you see

Each message shows its reference, when you sent it, where it stands (Sent, With us, Answered, Resolved) and our replies. Your messages are in your data download (Us → Download my data); they are deleted 24 months after they are resolved, or with your account.