Contact support
Fastest first — search answers most questions in seconds, the in-app assistant handles the rest, and a human is one message away when something's genuinely broken.
Answer it yourself, fast
Press the search shortcut anywhere in this help centre and type a few words — it's instant and typo-tolerant.
If something's misbehaving, start at the troubleshooting index — it matches what you're seeing (like "nobody can join" or "the lobby TV is blank") to step-by-step fixes.
Ask turndaAI
The Ask turndaAI button in the top bar takes a question in your own words — like "why did that person get called first?" — and answers from this help centre only, with a link to the full page.
- It's private, and it knows the page you're on.
- It never makes things up. If the answer isn't written here, it says so.
Reach a human
| Two ways in | What happens |
|---|---|
| Report issue | On the Queue, select the visitor something went wrong for. Describe what happened and press Send report — it bundles that visitor's full journey with your message, so support can see exactly where it broke. You can also press Download journey (PDF) for your own records. |
| Report a problem (in the account menu, opening the “Report an issue” window), or Ask turndaAI → Contact us | For anything else. Open the account menu at the top right: Report a problem sits below Language and above Sign out, for every role. With a visitor selected on the Queue it reads “Report a problem about” their number and carries that visitor. You don't have to explain where you were or what you're using — it attaches the page, the line, the version and the last thing that failed automatically. The report shows a picture of your screen, taken just before the window opened. Leave it in — it is usually the fastest way for us to see the problem. |
- Every report becomes a conversation you can follow. Our reply lands on your Support page — Your reports lists everything you've reported and every answer — the bell in the top bar tells you when there's a new one, and we also email it to the address you sign in with.
- You can add to a conversation later — "it happened again this morning at 9am" — and a closed one reopens simply by reporting the problem again.
- Phone numbers and email addresses are stripped from the technical details before they reach us. A screenshot is the one exception — it shows whatever is on your screen, so glance at it before you tick the box.
- Pressing it reports the problem the same way as the other two, straight to your Support page, with the code attached automatically.
- If that can't be sent (say you've just lost your connection), it falls back to opening your email program instead — never a button that does nothing.
Is turnda working? And writing to us without signing in
Two public pages need no account, so they work even when you can't sign in. Is turnda working? (the Status page, at /service-status on the app's address) says “All working” when everything is running normally, or “We're having a problem” with the time it was last updated. Contact us (/contact-us) is a short form — your name, your email, your business if you use turnda, and “How can we help?”.
- We usually reply by email to the address you give, within 2 working days, and use it for nothing else.
- Please don't include passwords in the message.
- If the Status page says “We couldn't check just now”, that only means the page couldn't reach turnda from where you are — it does not tell you turnda is down. Try again in a minute.
- The Status page links to Contact us, and Contact us links back to the Status page.
What the report asks you
The report box is short on purpose. You are not expected to describe a fault — "I tapped Call next and nothing happened" is a perfect report. Everything technical is collected for you.
| What you'll see | What it means |
|---|---|
| What were you trying to do? | The first of three short questions, each with an example underneath it. Say what you were doing when it went wrong. |
| What happened? | What you saw instead. You only supply the part only you know. |
| What did you expect? | What you thought would happen. |
| I cannot continue my work | One tick, not a list of priorities. Tick it if you can't serve people until it's fixed — it's marked on the report as blocking so it stands out in our inbox. |
| Picture of your screen | Included unless you press Don't send the picture (and Send the picture after all puts it back). The picture is taken just before the window opens, so it shows the screen as it was when you noticed the problem. |
Press Send report and you get a short confirmation listing what actually arrived — the page and build details, the screenshot if included, and that visitor's timeline if you reported from the Queue.
The confirmation offers See your reports, which takes you straight to the conversation.
Your reports, and our replies
Support in the app is where every problem you've reported lives, under the heading Your reports. Newest activity first, and each row tells you the state of it at a glance.
| Status | What it means |
|---|---|
| New reply | We've answered and you haven't read it yet. The row is bold. |
| With us | It's on our side; nothing for you to do. |
| Closed | Finished. If the problem comes back, report it again and we pick up where we left off. |
- Each row also shows how many messages the conversation has and when it last moved, in your business's own time zone.
- Open a row for the whole conversation, oldest first, each message stamped with who wrote it and when. About this report lists when you reported it, when it last moved, and whether you flagged it as blocking.
- A very long conversation shows the first message and the most recent ones, and says openly the middle isn't shown.
- Add to this conversation at the bottom takes a follow-up, and Send posts it — the button stays off until you've typed something.
- If we closed the conversation while you were writing, your words stay in the box so you can copy them and report it again, rather than losing what you wrote.
Reporting about a visitor, drafts and how long we keep things
| What happens | What it means |
|---|---|
| Start a report from a visitor | It can attach that visitor's full timeline. |
| You close the window or go offline | What you wrote is kept. A notice offers to continue or discard it. |
| Screenshots and technical details | Deleted 30 days after the report, because names inside a picture cannot be erased one by one. |
| A report and its conversation | Deleted one year after the last message. |
Related: Troubleshooting: start here · Get help & contact support