FinocketFinocket Help
PlatformUpdated 6 Oct 20263 min

Get help & raise a request

Raise a request from any help page or the floating ? - it opens a ticket our team works, tracked under My requests in plain-language statuses from Received to Released, with a Still broken button if a fix did not hold.

Stuck, found a bug, or missing a feature? Raise it from inside the app - your request opens a ticket our team works, and the whole conversation stays attached to it.

  1. Raise a request

    Tap Raise a request - it’s on every help page, in the floating ? help, and under Settings → Support. On most screens the + button at the bottom right also offers Raise a support ticket (pages with passwords, keys or payments leave it out). Describe what happened; the page you were on travels with it. We email you to confirm we have it, and when your request has a case number the email shows it, so you can quote it when you follow up.

  2. Track it under My requests

    My requests lists your tickets with status and replies - add a comment any time and we’ll see it.

  3. Read the status

    Each request shows where it has got to in plain words: Received, We can see it, Being fixed, Fixed in your next update and Released. A request we closed without a fix says Closed, and one that matches something already being worked on says Already being fixed.

  4. Tell us if it is still broken

    When a request says Released and the problem is still there, tap Still broken on it. We reopen it, and a Still broken note goes on the thread so the team sees it straight away.

We aim to reply within one working day. If something in this help book is unclear or wrong, say so in the ticket - the article gets fixed, not just your answer.

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