> ## Documentation Index
> Fetch the complete documentation index at: https://docs.loosh.app/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact support

> How to reach us and what to include.

Log a ticket from inside the app: **Account → Help & support → Log a ticket**.
That is the route to use — it comes through attached to your account, so we know
who you are without you proving it.

Two fields: a **subject** and a **message**.

## What to include

We can only act on what you tell us, so the difference between a fast answer and
three rounds of questions is usually detail:

* **What you expected, and what happened instead**
* **The date and the amount**, if money is involved
* **Which wallet** — most people hold more than one
* The reference from a card statement, for a top-up that did not arrive

If you are reporting something you cannot undo — money sent to the wrong person,
a lost printed batch of cash tokens — say so plainly in the subject. Those get
looked at first.

## What happens next

Your ticket appears under **Help & support** as **Open**, then **In progress**
once someone picks it up, then **Resolved**.

<Note>
  **In progress** also covers tickets we are waiting on you for. We reply by
  email or SMS rather than in the app, so if one sits there a while, check your
  inbox and your messages.
</Note>

For anything urgent — suspected fraud or unauthorised activity on your account —
email [hello@loosh.app](mailto:hello@loosh.app) directly rather than waiting on a
ticket.

## Before you write in

Check the [Loosh status page](https://loosh.app/status). If we already know about
a problem it will be there, with what is affected and how far along the fix is —
and a ticket will not make it move faster.

Some other things are faster to fix yourself, and
[troubleshooting](/docs/help/troubleshooting) covers them: a code that has not
arrived, a mistyped cell number, a forgotten PIN, a top-up that has not appeared
yet, a rejected identity check.

A few things genuinely need a person, and no amount of retrying will help:

* Your card was charged but the balance never moved
* Cancelling a withdrawal that has not gone out yet
* Cancelling a cash token before it expires
* Correcting your ID number, date of birth or gender after sign-up
* An identity check that keeps failing on the same document