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What to include in your message

Tell us what you did, what you expected and what happened instead, and add a screenshot of the whole screen and when it happened. Never send your password, a code from an email or a text message, or your card number.

2 min read

In this article

Tell us what you did, what you expected and what happened instead, and add a screenshot of the whole screen and when it happened. Never send your password, a code from an email or a text message, or your card number.

A good message answers our questions before we ask them — then our first reply can be the fix.

Three things that always help

  1. What you did. Step by step, and in which part of Bookly.
  2. What you expected. What should have happened.
  3. What happened instead. What you saw — word for word, including the text of any message on the screen.

For example: “I dragged Viktoriia Melnyk’s booking to Friday at 3 pm. I expected it to move, but ‘Time conflict!’ appeared, although Friday at 3 pm is free in my calendar.” That is a complete report. “The calendar doesn’t work” is not: it doesn’t show what actually went wrong.

A screenshot

One screenshot of the whole screen beats several cropped ones. Keep the address bar and any error text visible — they are usually what tells us where to look.

When it happened, and with whom

Give the date and roughly the time, and if it concerns a particular booking, the client’s name and the time of the visit. With that we can find the event itself instead of guessing what might have happened.

What never to send

Your password, a code from an email or a text message, or a card number. Support never needs them. If someone asks for them on behalf of Bookly, it isn’t us.

Still have a question? Write any time — we reply during working hours.

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