Before you contact us
Save time by checking these resources first — your answer may already be available.FAQ
Browse frequently asked questions
Common issues
Solutions for known problems
Troubleshooting playbook
Step-by-step diagnostic guides
Diagnostics
Collect logs and system information
Available support channels
Email
Send a message to [CONTACT_EMAIL]. Include as much detail as possible using the checklist below. You will receive an auto-reply with a ticket number.
In-app help widget
In-app help widget
Open the help widget by clicking the ? icon in the bottom-right corner of the Pals Club app. The widget lets you search articles, start a live chat during business hours, or submit a ticket.
Community forum
Community forum
Visit the Pals Club Community Forum to ask questions, share tips, and get help from other members. Community moderators and staff also participate.
Social media
Social media
What to include in your request
Providing complete information helps us resolve your issue faster. Include as many of the following as possible:- Account email — the email address associated with your Pals Club account
- Description of issue — a clear summary of what happened and what you expected
- Steps to reproduce — numbered steps so we can recreate the problem
- Screenshots or screen recordings — visual evidence of the issue
- Device, OS, and browser info — for example, “iPhone 15 / iOS 17.4 / Safari” or “Windows 11 / Chrome 124”
- Error messages — exact text or error codes you see on screen
Expected response times
Response times depend on the severity of your issue. See the escalation guide for full definitions.| Severity | Description | Target first response |
|---|---|---|
| S0 — Critical | Complete outage or security incident | Less than 1 hour |
| S1 — High | Major feature broken for many users | Less than 4 hours |
| S2 — Medium | Feature degraded or intermittent issue | Less than 1 business day |
| S3 — Low | Cosmetic issue, feature request, or general question | Less than 3 business days |